Order Processing
Orders are reviewed for compliance with the Qualified-Buyer Policy and dispatched once payment is confirmed and the buyer-acknowledgment requirement is satisfied. Processing time is typically one business day; some orders may require additional documentation review.
Carriers and Transit
Shipments are dispatched via established carriers with tracking. Carrier transit times depend on destination and service level selected at checkout. Tracking information is provided once the shipment is collected by the carrier.
Packaging and Labeling
Materials are packed in neutral, non-branded packaging. Vials are sealed and lyophilized. Shipping documentation reflects the research-materials character of the contents and does not include consumer-product marketing language.
Lot Documentation Included
Every shipment includes lot identifiers tying the materials to the corresponding Certificate of Analysis. CoA access is available via the documentation page or on request from the support team.
International Shipments
International orders may be subject to customs review, import duties, and local regulations. Buyer is responsible for ensuring receipt is permitted in the destination jurisdiction and for any import documentation, duties, or taxes assessed by local authorities.
Lost, Delayed, or Damaged Shipments
Contact support promptly with the order reference and tracking number. We will work with the carrier to resolve. Where a shipment is confirmed lost or damaged in transit, replacement or refund is handled per the Refund Policy.
Address Accuracy
Buyer is responsible for providing an accurate institutional or research-address-eligible shipping address. Retron Labs is not liable for non-delivery resulting from address errors supplied by the buyer.