Report an incorrect, missing, or damaged item

Contact Customer Support within 48 hours of delivery. Include the order number and clear photographs of the shipping box, packing materials, vial label, seal, and affected item. After review, Research Arsenal may provide a replacement, refund, or another appropriate resolution. If the issue resulted from our error, we cover any authorized return shipping.

Unopened returns

Unopened, unused, and untampered products may be requested for return within 7 calendar days after confirmed delivery. A return authorization is required before anything is sent back. The customer is responsible for authorized return shipping unless the return is due to our error. Original shipping charges are not refundable on a discretionary return.

Because identity, condition, storage history, and chain of custody cannot be verified after a sealed unit has been opened or returned, opened, used, altered, relabeled, or visibly tampered products are not eligible for return or resale. Products sent without authorization may be refused.

Cancellations and special orders

Use Customer Support as soon as possible if an order needs to be changed or canceled. We will make a reasonable effort to stop an order that has not entered fulfillment, but cancellation is not guaranteed after processing begins. A sourcing or special-order request is not charged through the request form. If a special order is later quoted, any noncancelable terms must be disclosed and accepted before payment.

Shipping delays and unshipped orders

Standard estimated delivery is 2–7 business days. If we learn that an order cannot ship within the represented time, we will provide a revised estimate and a choice to accept the delay or cancel the affected unshipped merchandise for a prompt refund, as applicable. Carrier transit scans and delivery estimates are not guarantees.

Approved refunds

Approved refunds are issued to the original payment method. Research Arsenal generally submits an approved refund within 5–10 business days after review or receipt of an authorized return. Your card issuer or financial institution may require additional time to post the credit. Taxes are adjusted as required. Any refund required by law will be handled within the applicable legal timeframe.

Payment disputes

Please contact Customer Support first so we can review the order, tracking, communications, and requested resolution. This request does not waive or limit any rights available through your card issuer or applicable law. If a payment dispute is opened, Research Arsenal may provide the processor with the relevant order, delivery, policy-acceptance, and support records.