Shipping & Tracking

01Processing & dispatch times

We process and dispatch orders quickly so your research materials reach the bench without delay. Orders received and cleared for payment before 2:00 PM Eastern Time on a business day are packed and handed to the carrier that same business day. Orders placed after the cutoff, on weekends, or on U.S. federal holidays are dispatched the next business day.

• Business days are Monday through Friday, excluding U.S. federal holidays.
• Order cutoff for same-business-day dispatch is 2:00 PM ET.
• Occasionally an order requires additional verification; if we need anything from you, we will reach out before dispatch.

02Shipping methods & rates

We offer two tracked shipping tiers at checkout. Transit times are estimates counted in business days after dispatch and do not include the processing window described above.

• Standard — $8.95. 2–4 business days, fully tracked.
• Express — $24.95. 1–2 business days, fully tracked and signature required on delivery.
• Free standard shipping automatically applies to orders over $100 (before taxes and after any discounts).

The rate and estimated delivery window for your selected method are shown at checkout before you confirm your order.

03Order tracking

As soon as your order is dispatched, we email a shipping confirmation to the address on your account that includes the carrier and your tracking number. You can follow your package from our facility to your door using that link.

• Tracking is emailed automatically at dispatch — check your spam or promotions folder if you don't see it.
• It can take a few hours for the carrier to register the first scan after we hand off the package.
• If your tracking number hasn't updated within two business days of dispatch, contact us and we'll investigate.

04Packaging

Every order ships in discreet, unbranded outer packaging with no reference to the contents on the exterior. Inside, vials are cushioned and secured to protect the integrity of lyophilized powder in transit and to prevent movement or breakage.

Our research materials are stable for standard transit and ship under ambient conditions. Packaging is engineered to keep your lyophilized material physically protected and its documentation intact from our facility to your bench.

05Storage after delivery

Once your order arrives, proper storage preserves the quality of your research materials. The following are general storage recommendations for after you receive your shipment:

• Lyophilized (powder) form: store at −20 °C for long-term storage. Short holds at 2–8 °C are acceptable prior to reconstitution.
• Reconstituted material: store at 2–8 °C and use within the timeframe appropriate to your protocol.
• Keep material away from direct light, heat, and repeated freeze–thaw cycles.

These are storage recommendations for handling material in your own facility after delivery and do not describe our shipping conditions. Always follow your institution's safety and handling protocols.

06Domestic shipping

We ship to all 50 U.S. states, including Alaska and Hawaii, as well as U.S. territories and APO/FPO/DPO addresses. Delivery to remote areas, Alaska, Hawaii, and military or territorial addresses may take additional business days beyond the standard estimates.

Please provide a complete, accurate shipping address at checkout. We are not responsible for delays or non-delivery resulting from an incorrect or incomplete address supplied at the time of order.

07International shipping

We ship to select countries. Availability and transit times vary by destination and are shown at checkout when your address is eligible. International shipments are fully tracked to the extent supported by the destination carrier.

• You are the importer of record and are responsible for any duties, taxes, customs fees, or brokerage charges assessed by your country. These are not included in our shipping rates.
• Customs clearance can add unpredictable delays that are outside our control; published transit estimates do not include time held in customs.
• You are responsible for ensuring that the materials you order may be lawfully imported into your jurisdiction. Orders refused or seized by customs are not eligible for refund of shipping.

08Undeliverable & returned packages

If a package is returned to us as undeliverable — for example, due to an incorrect address, a refused delivery, or an unclaimed package held by the carrier — we will contact you to arrange next steps once it arrives back at our facility.

• We can reship the returned order; a new shipping charge applies to cover the second dispatch.
• If you prefer a refund instead, we will refund the product value less the original shipping cost and any carrier return fees.
• Packages returned because of an address error on the order are the customer's responsibility.

09Lost or delayed shipments

Carriers occasionally misroute or delay packages. If your tracking has not updated or your order has not arrived within a reasonable window past its estimated delivery date, contact us so we can open an inquiry with the carrier on your behalf.

• Please allow a package to run a few business days past its estimate before it is treated as delayed, as carrier scans can lag.
• Report a lost or non-delivered package to us within 30 days of the dispatch date so we can file a claim within the carrier's window.
• Once a shipment is confirmed lost, we will reship your order or issue a refund at your choice.

10Contact

Questions about a shipment, a tracking number, or delivery to your region? Our team is glad to help — reach out with your order number and we'll get you an answer quickly.