Refund and Returns Policy

If we cannot ship what you ordered, you get a full refund. If an item is temporarily out of stock we will tell you, hold your order for up to 21 days while we restock, and refund you automatically if we cannot fill it in that window. You can ask for a refund at any point during that wait instead of continuing to hold.

Because these are research materials, we cannot accept returns of product that has already shipped, except in the specific cases listed below.

Contact us before your order ships and we will cancel it and refund you in full. Email info@exodusresearch.co or call (928) 232-6487 with your order number.

Once a shipping label has been created and the package is with the carrier, the order can no longer be cancelled.

Occasionally an item sells out or a batch fails our incoming quality check after your order is placed. When that happens:

• We contact you within 2 business days to tell you what is affected and when we expect stock
• Restock typically takes about two weeks
• We hold the order for up to 21 days from the date we notify you while we restock
• If we still cannot ship within those 21 days, we refund that item in full automatically. You do not have to ask.

You are never locked into the wait. At any point during those 21 days you can tell us to refund the item instead, and we will process it the same day we hear from you.

If only part of your order is affected, we will ask whether you want the in-stock items shipped immediately with the rest to follow, or the whole order held and shipped together. Splitting a shipment this way costs you nothing extra.

Where we know in advance that an item is out of stock, the product page says so and gives the expected delay before you order, so you can decide before you pay.

We will replace or refund, at your choice, if:

• You received the wrong item
• The vial arrived damaged, cracked, or with a compromised seal
• The order arrived incomplete
• The material does not match the identity or purity stated on its certificate of analysis
• The carrier confirms the package was lost in transit

Tell us within 7 days of delivery for damage, wrong item, or a short shipment, and send a photo of the item and the packaging. That photo is usually all we need.

For a specification complaint, contact us within 30 days of delivery with your lot number and your analytical results. We will review them against our retained sample.

Once a research material leaves our custody we cannot verify how it was stored or handled, and we will not resell returned product to another customer. So outside the cases in section 3, we cannot accept returns or issue refunds for:

• Product that has been opened, reconstituted, or used
• Change of mind after delivery
• Ordering the wrong item or the wrong quantity
• Results that did not match your expectations in an experiment
• Product damaged by improper storage after delivery
• Delivery to an incorrect address that you entered
• Any product used in a manner prohibited by our Terms, including any use in a human or animal

Refunds go back to the original payment method. We do not issue refunds by a different method than the one used to pay, and we do not refund to a third party.

We process approved refunds within 3 business days of approving them. How long the money takes to appear depends on your bank:

• ACH electronic check: typically 5 to 10 business days
• Zelle: typically 1 to 3 business days

Shipping charges are refunded when the fault is ours, meaning a wrong, damaged, missing, or out of stock item. Shipping is not refunded on an order cancelled after it has shipped.

If something is wrong with your order, contact us first. We answer quickly and we would rather fix it directly than have you wait weeks on a bank dispute.

info@exodusresearch.co
(928) 232-6487

Have your order number ready. Most issues are resolved the same day.