Shipping & Returns

Last updated 4 September 2026

Dispatch

Orders placed before 2pm on a business day are dispatched the same day. Orders after that, or at a weekend, go the next business day.

Packaging

Lyophilised material is shipped in insulated packaging with ice packs. Vials are sealed and lot labelled, and the certificate of analysis for your lot is included on the packing slip and emailed to you.

Transit

• Domestic tracked, typically two to four business days.
• International tracked where we ship. Transit times vary with customs.
• We do not ship to any jurisdiction where these materials may not lawfully be received. If we cannot ship to you we cancel and refund in full.

Customs

International buyers are the importer of record and are responsible for duties, taxes and any import permit. Parcels are declared accurately as laboratory research materials. We do not under declare value or mis describe contents under any circumstances.

Returns

For safety and chain of custody reasons we cannot accept returns of opened vials. Once material leaves our control we cannot verify how it was stored, and reselling it would compromise the next researcher.

What we do replace or refund

• Material that arrives damaged, broken or with compromised seals.
• Material where the lot on the vial does not match the certificate supplied.
• Material that does not meet its published specification, verified against the COA.
• Wrong item shipped.
• Orders lost in transit.

Email support@primesourcelabs.com within 14 days of delivery with your order number and a photograph where relevant. Approved replacements ship immediately; approved refunds return to the original payment method within five to ten business days.

Unopened and unused

Unopened vials in original packaging may be returned within 14 days for a refund less return shipping, provided cold chain was maintained and you contact us before returning anything.