Shipping & Returns

Shipping, Refund & Return Policy

How we ship, what happens if something goes wrong, and how refunds and cancellations work.

We ship within the United States and shipment takes 24–48 hours to dispatch.

For research use only · Not for human or veterinary use

Shipping Within the United States
How Orders Are Packed
Delivery Delays
Lost or Undelivered Packages
Why All Sales Are Final
When We Will Refund or Replace
How to Make a Claim
Cancelling an Order
How Refunds Are Issued
Questions

1. Shipping Within the United States

We ship to all 50 U.S. states. We do not export, and we do not ship internationally.
Delivery normally takes 24 to 48 hours to dispatch.
Tracking is issued automatically when your package is handed to the carrier.
Shipping is free on orders over $150. Below that, shipping is calculated at checkout.

2. How Orders Are Packed

Compounds are supplied as lyophilized powder in foil-sealed, batch-numbered vials, packed to protect them in transit. The lot number printed on each vial matches the certificate published in our COA library, so the two can be checked against each other on arrival.

We hold our own inventory and ship it ourselves. Nothing is dropshipped, and nothing sits in customs.

3. Delivery Delays

Once a package is handed to the carrier it is in their hands. We are not responsible for carrier delays, weather disruption, or events outside our reasonable control — but we will help you chase anything that goes astray.

Please double-check your shipping address at checkout. We cannot take responsibility for delivery problems caused by an incorrect or incomplete address, though we will always try to help resolve them.

4. Lost or Undelivered Packages

If tracking shows a package as delivered but it has not arrived, contact the carrier first — they can often locate it quickly. If that does not resolve it, email us with your order number and we will open an investigation with the carrier on your behalf.

Where a package is confirmed lost in transit, we will reship or refund the order.

5. Why All Sales Are Final

Once an order has shipped, it cannot be returned or exchanged.

Research materials have to maintain a documented chain of custody and defined storage conditions. Once a vial has left our facility we cannot verify how it was handled or stored, which means we cannot return it to inventory or supply it to another researcher. Holding that line is what allows us to stand behind every lot we do ship.

We do not offer exchanges. If you would like a different compound, please place a new order.

6. When We Will Refund or Replace

All sales are final, but we will always put things right where the fault is ours or the carrier’s. We review refund and replacement requests in these circumstances:

Wrong item shipped — we sent something different from what you ordered.
Confirmed shipping damage — the order arrived damaged and photographic evidence reaches us within 7 days of delivery.
Package confirmed lost in transit by the carrier.
Cancellation before dispatch — see Section 8.

7. How to Make a Claim

Email us with your order number and a short description of the problem. For damage claims, include clear photographs of the outer packaging, the inner packaging and the affected vials, including any labels.

We will review and respond within one business day. Where a return shipment is needed — for instance if we sent the wrong item — we provide a prepaid return label at no cost to you.

Please wait for authorisation before returning anything.

Do not ship any product back to us without prior authorisation and a return label from our team. Unauthorised returns cannot be processed or refunded, because the chain of custody has not been maintained.

8. Cancelling an Order

Orders can be cancelled free of charge at any point before processing and dispatch begin.
To cancel, email us with your order number as soon as possible. Orders are dispatched from our U.S. facility within 24–48 hours, so cancellation windows can be short.
Once tracking has been issued, an order can no longer be cancelled.

9. How Refunds Are Issued

Approved refunds are returned to the original payment method.
Allow 5 to 10 business days for the refund to appear on your statement, depending on your bank or card issuer.
We email you as soon as the refund has been processed on our side.
Original shipping charges are refunded where the fault was ours — a wrong item, a damaged delivery, or a confirmed loss in transit.

10. Questions

Anything to do with an order, a delivery or a claim reaches a person who can help. Email info@getprimalgenix.com with your order number and we will reply within one business day.

Hours: Monday to Friday, 9:00 AM – 5:00 PM ET

Research-grade compounds supplied to laboratories, academic institutions and qualified researchers across the United States.

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For research use only. All products sold by PrimalGenix USA are for research use only and are not intended for human or veterinary use. These products have not been evaluated or approved by the U.S. Food and Drug Administration and are not intended to diagnose, treat, cure, or prevent any disease. By purchasing, you agree to use these materials solely for lawful laboratory research.

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