1. All sales are final once shipped
Our products are sensitive research materials. Once an order leaves our facility, we cannot verify how it has been stored or handled, so we are unable to accept returns or exchanges of shipped products, including opened or unopened items. This protects the integrity of every product we ship to other researchers.
2. Cancelling an order
You can cancel an order at any time before it ships. Contact us with your order number as soon as possible. If payment has already been received, we will refund it in full to your original payment method. Once an order has shipped, it can no longer be cancelled or changed.
3. Damaged, incorrect, or missing items
If your order arrives damaged, with the wrong product, or with items missing:
- Contact us within 7 days of delivery.
- Include your order number, a description of the issue, and clear photos of the products, labels, and packaging.
- Keep all items and packaging until the claim is resolved.
Once we verify the issue, we will ship a replacement of the affected item at no cost to you, or, if a replacement is not available, issue a refund or store credit for that item.
4. Lost packages
If a package is lost in transit, please follow the steps in our Shipping Policy. After the carrier confirms the loss, we will replace the order or refund the affected items.
5. When refunds are issued
Refunds are provided in the following situations:
- An order cancelled before it ships, whether by you or by us
- A duplicate or accidental order reported before it ships
- A verified damaged, incorrect, or missing item that cannot be replaced
- A carrier-confirmed lost package that cannot be replaced
Refunds are not provided for change of mind, for products that have shipped correctly, or for delays caused by the carrier or by an incorrect address entered at checkout.
6. How refunds are paid
Approved refunds are returned to the original payment method: a Venmo payment is refunded to the same Venmo account, and a Zelle payment to the same Zelle account. Please allow 5–10 business days after approval for the refund to appear. Shipping charges are refunded only when the whole order is cancelled before shipment or the issue was our error.
7. Orders cancelled for compliance reasons
We may cancel an order if we believe it is intended for a use not permitted by our Research Use Only Policy. If this happens before the order ships, we will refund any payment received in full.
8. Payment disputes
If there is a problem with your order, please contact us first so we can resolve it quickly. Opening a payment dispute before contacting us may delay the resolution.
9. Contact
To report an issue or request a cancellation, use our contact page or email bioverraco@gmail.com with your order number.