Returns & refunds.

The short version

If we got your order wrong, it arrived damaged, it didn't arrive, or a product doesn't match its certificate of analysis (COA), we'll make it right with a replacement or a refund. Because we can't verify how research materials have been stored once they leave our hands, we can't accept returns for any other reason.

Damaged, wrong or missing items

Contact us within 7 days of delivery with your order reference (it starts with PSL) and photos of the product, the label and the packaging. If we confirm the problem, we'll send a replacement or refund you in full, including any shipping you paid. Please keep the product and packaging until we've resolved your claim.

If a product doesn't match its COA

Each product is warranted to match the identity and purity stated on the COA for its batch. If you have evidence that it doesn't, contact us within 30 days of delivery with your order reference, the batch number and what you found. If we confirm the problem, we'll replace the product or refund what you paid for it.

Lost packages

If your tracking stops updating, or your order hasn't arrived within 10 business days of shipping, contact us and we'll check with the carrier and our fulfillment partner. If tracking shows your order as delivered but you can't find it, check with neighbors and your building's mailroom first, then contact us within 7 days of the delivery date. We'll open a claim with the carrier and work with you to resolve it. If the carrier confirms the package is lost, we'll send a replacement or a refund.

What we can't take back

We can't accept returns of products that have been delivered in good condition and as ordered, including unopened vials, because we can't verify how they were stored after delivery. This protects every customer who relies on the condition stated on our COAs. We don't offer exchanges for the same reason.

How to ask for help

Email us, call us or open a help ticket on the Site, with your order reference. You'll need to be the account holder who placed the order, or be acting for them. We'll reply with what happens next.

Please don't mail anything without contacting us

Our mailing address is not a returns address, and our orders ship from our fulfillment partner. If a return is needed, we'll send you the right address and instructions, and a prepaid label when the problem was our mistake. Items sent without contacting us first can't be processed.

Canceling an order

Contact us as soon as possible. Orders often ship the same business day, so the window is short. If your order hasn't shipped yet, we'll cancel it and refund you in full. Once an order has shipped, it can't be canceled.

How refunds work

Approved refunds go back to your original payment method. Most banks show the refund within 5 to 10 business days after we issue it. If you bought a bundle or used a volume discount, we refund the amount you actually paid for the items concerned.

Reward points follow the order: points earned on a refunded or canceled order are removed, and points you spent on it are returned to your account.

Wholesale orders

This policy applies to wholesale orders too, unless your wholesale account agreement says otherwise.

Product notices

If we learn of a problem with a batch, we'll email the account holders who bought it and tell them what to do.

Payment disputes

If something is wrong with your order, please contact us before disputing a charge with your bank. We can almost always resolve it faster directly.

Your rights

This policy doesn't take away any right you have under the law that can't be waived.

Contact

Pinnacle Scientific Limited Liability Company, trading as Pinnacle Science Labs
Email: [email protected]
Phone: 512-553-6169
Mail: 30 N Gould St, Ste R, Sheridan, WY 82801