Policies
What happens if something goes wrong with your order. Last updated September 28, 2026.
Because our products are temperature-sensitive research reagents, we cannot accept returns or exchanges once an order has shipped, and we cannot refund a change of mind.
Opened, reconstituted or used vials cannot be returned or refunded under any circumstances.
If an item arrives damaged, is not what you ordered, or is missing from the package, email us within 7 days of delivery with your order number and photos of the outer box, the packaging and the vials. Once we confirm the problem, we will send a replacement or refund the affected items, whichever you prefer while stock allows.
If tracking has not updated for several business days, or shows delivered but you cannot find the package, contact us within 7 days of the expected delivery date. We will open a claim with the carrier and, once it is resolved, reship or refund the order. Please check with neighbors and your building’s mailroom first. We are not responsible for packages delivered to an incorrect address that you entered.
You can cancel an order at no cost at any time before it ships. Unpaid orders are cancelled automatically after 48 hours. Once an order has shipped, it cannot be cancelled.
Approved refunds are sent back through the method you paid with (for example, Zelle) to the account that sent the payment, normally within 3 business days of approval.
Orders cancelled because of human or veterinary use, or a false research-use confirmation, are not eligible for a refund of shipping costs and may be refused future service.
This policy is part of our terms of sale and is governed by the laws of the State of Texas.
Questions: delivery@originpointlabs.com or our contact page.