Policies
Returns & Reshipment
For qualified laboratory researchers only. Not for human or veterinary consumption.
Returns of delivered material
Because these are temperature-sensitive laboratory research materials, we cannot accept returns of opened or delivered product. Once a vial has left our controlled handling chain we can no longer document its condition.
Damaged or leaking shipments
If your order arrives damaged, leaking, or otherwise compromised, contact us within 48 hours of delivery with photographs of the outer packaging and the vials. We will reship or refund at our discretion.
Lost shipments
If tracking shows no movement for 10 business days after the last scan, contact us and we will open a carrier claim and reship or refund at our discretion.
Incorrect items
If the item or quantity delivered does not match your order, contact us within 48 hours of delivery and we will correct the shipment at no cost to you.
Cancellations
Orders may be cancelled at no cost any time before payment is confirmed. Once an order has been paid and entered fulfillment it can no longer be cancelled.
How to file a claim
Email us your order reference (VOW-XXXX), a short description of the issue, and photographs where applicable. Claims are reviewed within one business day and resolved by reshipment or refund.
Need help with an order? Email support@vow-labs.com or see our shipping policy.