How orders are processed, packed cold-chain, and shipped — plus restricted destinations and exactly how returns and refunds work for sensitive research materials.
Last updated: June 4, 2026
All products ship as research-use-only materials. Delivery timelines below are estimates and exclude carrier delays, customs, and weather. Operated by Eterna Labs LLC (d/b/a Eterna Labs).
1. Order processing
Orders are reviewed and processed within 1–2 business days after payment clears and researcher status is confirmed. Orders placed on weekends or holidays are processed the next business day. We may hold or cancel orders that fail verification.
2. Shipping methods & cost
- Domestic standard: USPS Priority Mail, 2–3 business days — flat $15, free on orders over $200.
- Domestic expedited / overnight: USPS Priority Mail Express, 1–2 business days — $40.
- International: DHL Express, 7–14 business days — calculated at checkout, where permitted (see restricted destinations).
Final shipping options and costs are shown at checkout based on your destination and order.
3. Cold-chain packaging
Lyophilized materials are sealed in amber vials and shipped in insulated packaging with gel packs to maintain stability in transit. Reasonable temperature excursions during standard shipping do not affect lyophilized product integrity; storage instructions are included on the Certificate of Analysis and product page.
4. Tracking & delivery
A tracking number is emailed when your order ships. Risk of loss passes to you on delivery to the carrier. Please ensure someone is available to receive and properly store the package on arrival.
5. Restricted destinations
We ship only where research-use materials may lawfully be received. We do not ship to Australia, Brazil, or most of the European Union, where research-use peptide regulations are more restrictive. You are responsible for confirming that receipt is lawful at your address; orders to restricted destinations will be cancelled and refunded.
6. International orders, duties & import
International customers are the importer of record and are responsible for any duties, taxes, and customs clearance. We are not responsible for packages seized or delayed by customs. Provide accurate institutional details to reduce clearance issues.
7. Damaged or out-of-spec shipments
If a vial arrives broken, or a product does not match its Certificate of Analysis, contact us within 7 days of delivery with your order number and photos. We will replace the affected item or issue a refund at our discretion.
8. Returns
Because these are sensitive research chemicals, returns are limited for safety and integrity reasons:
- Unopened vials: may be returned within 14 days of delivery for a refund of the product price, less original and return shipping. Contact us first for a return authorization.
- Opened vials: are not returnable.
- Custom-synthesized orders are non-returnable except for defects or out-of-spec material.
9. Refunds
Approved refunds are issued to the original payment method within 5–10 business days after we receive and inspect the returned item, or after we approve a damage/defect claim. Original shipping charges are non-refundable except where the error was ours.
10. Lost or stolen packages
If tracking shows delivered but you did not receive the package, contact the carrier first, then notify us within 7 days. We will assist in filing a carrier claim. We are not liable for theft after confirmed delivery.
11. Contact
Shipping or returns questions: [email protected]. See our Contact page for hours and response times.