Returns & Refunds
Contents
1The short version
What we do instead: if a shipment arrives damaged, warm, wrong, or out of specification, we replace it or credit it in full. Those cases are set out below, and there is no restocking fee on any of them.
2Inspect on arrival
Open and check every shipment on the day it arrives. Confirm the product, the lot number, the quantity, the condition of the container, and the state of the coolant — gel packs should still be cold, dry ice may be partly or fully sublimated depending on transit time.
Move material to the storage condition on the container label immediately.
3What we will replace or credit
| Situation | What we do |
|---|---|
| Container broken, cracked, or leaking on arrival | Replacement from the next available lot, or full credit |
| Cold chain failed — coolant fully spent and package at ambient on a route where it should not be | Replacement or full credit |
| Wrong product, wrong quantity, or wrong lot shipped | Correct material shipped at our cost; return label provided for the error |
| Material outside the specification on its certificate of analysis | Replacement or full credit once verified |
| Shipment lost in transit or never delivered | Replacement or full credit once the carrier trace closes |
We pay return freight whenever the cause was ours or the carrier's.
4What we cannot accept
- Material that has been opened, reconstituted, aliquoted, or otherwise used
- Material stored outside its labelled condition after delivery
- Claims raised more than five business days after delivery
- Custom synthesis, special-order, or non-catalog items, which are non-cancellable once production starts
- Material returned without an authorization number
- Results that did not meet your expectations where the lot conforms to its certificate of analysis
5How to make a claim
Email accounts@novacoresupply.us within five business days of delivery with:
- Your order or purchase order number, and the lot number from the container label
- Photographs of the outer box, the packaging and coolant as you found it, and the container
- The temperature indicator reading, if one was enclosed
- A short description of what is wrong
We respond within one business day. If a physical return is needed we issue a return authorization number and shipping instructions. Do not ship anything back before you have that number — unauthorized returns cannot be received or credited, and shipping a reagent without correct declarations may breach carrier rules.
6Credits and refunds
Approved credits are issued within five business days of us closing the claim.
Card payments are refunded to the card used. Invoiced orders are credited against the account, and we will pay out a balance by check or ACH on request. Original shipping is refunded where the whole shipment was at fault.
7Cancelling an order
Cancel free of charge any time before the order ships — email us or call. Once a cold-chain package is built and collected we cannot recall it, and the order stands.
Custom synthesis and special orders cannot be cancelled once production has begun.
8Refused and undeliverable shipments
If a shipment is refused at your dock, or cannot be delivered because the address or receiving hours we were given are wrong, it will usually be destroyed rather than returned: material that has been in transit twice without controlled storage is no longer supplyable.
Those orders are not credited, and outbound freight remains payable. Keeping your receiving address and hours current on your account avoids this entirely.