Dispatch

Orders placed before 2:00 pm Mountain Time on a business day ship the same day from our Salt Lake City facility. Orders placed after the cutoff, on weekends, or on US federal holidays ship the next business day.

You will receive tracking by email when the label is generated. If you have a verified research account with reserved lot allocation, your allocated lot ships even if the public listing has sold through.

Packaging

Vials ship lyophilized, sealed and crimped, packed to protect against crush and vibration damage. Storage conditions for each compound are stated on its lot certificate, check the certificate for your lot rather than assuming a uniform requirement across the catalog.

On arrival

• Inspect the outer box and every vial before signing off internally.
• Match the lot number on the vial label against your packing slip and against the COA Library entry.
• Move the material into storage per the conditions listed on the certificate.
• Report any discrepancy or damage within 5 business days of delivery.

Damaged or incorrect shipments

Email contact@oxianlabs.com within 5 business days of delivery with your order number and photographs of the outer packaging and the affected vials as received. Do not discard the packaging until the claim is resolved, carrier claims usually require it.

If we shipped the wrong compound, the wrong size, or a lot other than the one documented, we replace it at our cost including return shipping. If a vial arrives broken or compromised in transit, we replace it.

Returns

Because these are laboratory reagents whose integrity depends on unbroken storage and handling conditions, we cannot accept returns of opened, reconstituted, or previously accepted vials. Once material has left our custody we have no way to verify how it was stored, and reselling it to another lab would be irresponsible.

Unopened vials in original sealed packaging may be returned within 14 days of delivery for a refund less a 15% restocking fee, but only with a return authorization (RA) issued in advance. Request an RA by emailing contact@oxianlabs.com with your order number. Contact us before shipping anything back, unauthorized returns cannot be credited. Return shipping is the buyer’s cost unless the error was ours.

Custom synthesis, bulk quotes, and special-order compounds are non-returnable.

How refunds are issued

Approved refunds are issued to the original payment method only, we do not issue refunds by cheque, wire, or store credit unless the original method is no longer available. Once we receive and inspect a returned shipment, or once a damage or error claim is approved, the refund is processed within 5 to 10 business days. Your bank or card issuer may take a further 3 to 5 business days to post it to your statement. We will email you when the refund is submitted.

Order cancellations

You may cancel an order for a full refund at any point before it ships. Email contact@oxianlabs.com with your order number as soon as possible, orders placed before the 2:00 pm Mountain Time cutoff often dispatch within the hour. Once a tracking label has been generated the order is treated as shipped and the returns terms above apply. Custom synthesis and special-order compounds cannot be cancelled once synthesis has begun.

Refusals and address errors

The buyer is responsible for providing a correct, attended shipping address. Shipments refused at delivery or returned as undeliverable due to an incorrect address are refunded less shipping and restocking, and only if the material returns to us in a condition we can verify.

International orders

Contact us before placing an international order. Import requirements for research reagents vary by country, and the buyer is responsible for customs clearance, duties, taxes, and compliance with all applicable law at the destination. We cannot mis-declare contents or value.