Shipping Policy
Effective [to be confirmed]
How orders are dispatched, where we send them, and what happens when something goes wrong in transit.
Card payments and shipping restrictions
Only US shipping allowed.
No card transactions are allowed for international shipping.
We respect federal, state and city laws. Our shipping restrictions are detailed in the footer of this site and are automatically updated by WAAVE compliance for card payments.
Where we ship
We ship to the United States.
Dispatch
Orders made before 2pm Pacific on a business day are dispatched the same day. Orders made after that, or at a weekend, are dispatched the next business day.
You will receive tracking information by email when your order is dispatched.
Packaging
Products are shipped as sealed lyophilized vials in protective packaging.
Packaging is unbranded on the outside and does not identify the contents.
Delays, loss and damage
Once a parcel is with the carrier, delivery timing is outside our control.
If a shipment arrives damaged, contact us within 48 hours of delivery with photographs of the item, the shipping label and the outer packaging, and we will resolve it.
If tracking shows no movement for 10 business days, contact us and we will open a claim with the carrier.
Customs
For international shipments you are the importer of record. Duties and taxes are your responsibility, as is confirming the product may lawfully be imported into your jurisdiction.
We cannot refund an order seized by customs where import was not permitted.