All sales are final

For quality and regulatory reasons we cannot accept returns or exchanges of research materials, opened or unopened, including temperature-sensitive products and anything that has left our control. Once an order ships it is complete.

Damaged or incorrect items

If an item arrives damaged or is not what you ordered, email us within 48 hours of delivery with your order number, a clear photo of the item, and a photo of the packaging and shipping label. We will replace the item, or where a replacement is not possible, issue a refund or store credit for it.

Lost and stolen packages

Orders with Shipping Insurance are replaced if lost or stolen in transit. Without it, once the carrier marks a package delivered we are not responsible for loss, theft or delivery errors caused by an incorrect address, and we will help you open a claim with the carrier. See the Shipping Policy for time limits.

Cancelling an order

Contact us as soon as possible. If the order has not shipped we will cancel it and refund the original payment method in full. Orders that have shipped cannot be cancelled.

Memberships

You can cancel a membership at any time from My Account. It will not renew, and your benefits continue until the end of the period you paid for. We do not refund partial periods.

Build a Box

Build a Box subscriptions have a three payment minimum and can be cancelled from My Account after the third payment. Each monthly box is a final sale once it ships, with the same damaged or incorrect item cover as any order.

Refunds, when due

Approved refunds go back to the original payment method, usually within 5 to 10 business days depending on your bank. Points used on a refunded order are returned to your account, and points earned on it are removed.