Overview
We stand behind the quality and accuracy of every order we ship. If there’s an issue with your order, we’ll make it right within the guidelines below.
Because our products are laboratory research materials and are shipped in controlled packaging, we generally do not accept returns once an order has shipped or been delivered—except in limited cases such as damage, shipping error, or wrong item received.
Non-Returnable Items
For safety, integrity, and chain-of-custody reasons, the following are not eligible for return:
- Opened or unsealed items
- Any product that has been stored improperly after delivery
- Any product returned without approval (RMA)
- Items marked final sale, clearance, or promotional bundles (if applicable)
Damaged, Missing, or Incorrect Orders
Please inspect your package immediately upon delivery.
If your order arrives damaged, missing items, or you received the wrong product, contact us within 48 hours of delivery so we can help.
To speed up resolution, include:
- Order number
- Photos of the outer box, inner packaging, and product labels
- A brief description of the issue
If approved, we will provide one of the following at our discretion:
- Replacement shipment
- Store credit
- Refund to the original payment method
Returns (Limited Exceptions Only)
If we authorize a return, you will receive return instructions and an RMA (return authorization). Returns sent without authorization may be refused.
Return conditions (if approved):
- Item must be unopened, unused, and in original packaging
- Must be shipped back within 7 days of approval
- Customer is responsible for return shipping unless the return is due to our error
We recommend using a trackable shipping method. We are not responsible for returns lost in transit.
Refunds
If a refund is approved:
- Refunds are issued to the original payment method
- Processing time is typically 3–10 business days depending on your bank/payment provider
Shipping charges are non-refundable unless the refund is due to our error (wrong item shipped, confirmed damage, etc.).
Order Changes & Cancellations
If you need to cancel or change an order, contact us as soon as possible.
- If the order has not shipped, we may be able to cancel or edit it.
- Once an order is processed or shipped, it cannot be cancelled.
Refused or Undeliverable Packages
If a package is returned to us due to:
- incorrect address provided at checkout,
- refused delivery,
- failed delivery attempts,
we can reship the order (additional shipping may apply) or issue a refund minus shipping and handling costs, where permitted.
Chargebacks & Payment Disputes
If there is an issue with your order, please contact us first so we can resolve it quickly. Filing a chargeback without contacting us may delay resolution and can result in account restrictions.
Contact Us
For returns/refund requests, reach out with your order number:
Email: support@chemtide.shop
Support Hours: Mon-Fri 8am-8pm