Shipping and Order Exceptions Policy

Delivery destinations

We accept standard storefront delivery orders for the 50 United States and the District of Columbia. We do not currently accept deliveries to US territories, the Freely Associated States, APO, FPO or DPO addresses, or other countries. A Product or destination may have additional legal or fulfillment restrictions. Available delivery methods and charges are shown before you submit an order.

Orders and cancellation

Submitting an order is an offer to buy. An automated receipt or payment collection acknowledges processing; we accept the order through an express acceptance notice or dispatch. Unless we expressly accept the whole order, dispatch accepts the portion shipped.

You may withdraw an order or portion that we have not accepted by notifying us before acceptance. Once we receive the withdrawal, we will not accept or dispatch that portion and will promptly release the unused payment authorization or refund amounts collected for it, including applicable tax and delivery charges. After acceptance and before dispatch, you may request cancellation, which we will accommodate where reasonably possible, without limiting a cancellation right provided by the Terms or law. If we cancel an order or part of it, we will notify you and promptly release the unused payment authorization or refund amounts collected for the cancelled portion, including applicable tax and delivery charges. A specific legal restriction on releasing funds remains applicable.

We may hold unshipped performance while promptly investigating a credible legal or safety concern or a material eligibility or permitted-use issue. After acceptance, cancellation on those grounds is limited to the circumstances in Section 8 of the Terms, with appropriate notice and release or refund of the affected funds unless a specific legal restriction prevents it. A hold does not extend a shipment, delay-consent or refund deadline or remove a claim arising from our own breach.

We will not increase an agreed price or substitute a materially different Product, quantity, chemical form or specifically agreed lot without your affirmative agreement. A later invoice or document placed in the parcel does not silently change your accepted purchase terms.

Dispatch and delays

We will have a reasonable basis for the dispatch time stated with an offer. If no dispatch time is stated, we will ship within 30 days after receiving a properly completed order or provide the applicable delay and refund options. Shipment means physical handoff to the carrier. Creating a shipping label is not shipment. A dispatch date and an estimated delivery date are different.

If we cannot meet the applicable dispatch deadline, we will notify you promptly after learning of that inability and in any event before the deadline expires, explain the delay, provide a supportable revised date when available, and offer cancellation with a prompt refund. If we cannot support a revised date, we will say so. We request affirmative consent to each delay. If we have neither shipped nor obtained your affirmative consent by the applicable original or previously agreed revised deadline, we will cancel and refund the unshipped portion. A further delay requires the same prompt notice after we learn of the inability to meet the revised deadline and another choice before it expires. Accepting the Terms is not advance agreement to a shipping delay.

If you agree to an indefinite delay, you may cancel the unshipped portion at any time before shipment. Shipment after effective withdrawal or cancellation does not revive an order or authorize a new charge without your agreement.

If nothing ships, we refund everything paid for the order. For a partially fulfilled order, the refund is the difference between what you paid and what the original ordering terms charged for the items actually shipped. Our partial cancellation does not increase the originally agreed unit prices or delivery charges for items you retain, or remove discounts already applied to those items. Applicable tax is adjusted to reflect the resulting transaction. We issue required refunds or credits and any required notices within the applicable legal deadline. We do not substitute store credit for a required monetary refund without your agreement. A payment provider's posting time does not extend the time for the actions required of us.

Delivery risk and receipt

For standard shipments we arrange, risk of accidental loss or transit damage remains with us until delivery to the agreed address or authorized recipient in accordance with the agreed delivery instructions. A separately signed commercial freight agreement may provide a different lawful allocation. Ordinary order protections do not depend on buying optional shipment protection.

Carrier scans, photographs and signatures are evidence considered with other reliable information; they are not automatically conclusive proof of correct delivery. Report loss, misdelivery, damage or shortage promptly through Support.

Provide an accurate delivery address and appropriate receiving instructions. If your address error or requested redirection causes reasonable additional costs, we may ask you to approve them before attempting delivery again. We will not impose an undisclosed penalty or retain payment for goods we failed to supply contrary to the agreement. Handling and storage after proper delivery are your responsibility to the extent they cause the loss or damage.

Shipment and storage conditions

Standard parcels are not refrigerated in transit unless the accepted order expressly states otherwise. Descriptions of inventory storage refer to the period before dispatch; they do not describe a parcel's temperature throughout transit. Follow the instructions for your actual Product and chemical form after receipt. These disclosures do not excuse delivery of material that fails its agreed specifications when delivery risk passes.

Inspect the package and lot identifiers promptly. Safely isolate material that is damaged, mismatched, potentially contaminated, subject to an alert or otherwise suspect, and seek written instructions before using or distributing it. Preserve relevant evidence when safe and reasonably practicable. Do not open or retain a dangerous package merely to document a claim.

Change of mind

We do not accept change-of-mind Product returns, including unopened Products. Material that has left controlled custody cannot simply be returned to saleable inventory. We do not promise an exchange because a conforming Product is unsuitable for an application we did not agree to support.

This restriction does not exclude remedies for our cancellation, wrong or nonconforming Products, delivery problems for which we are responsible, an applicable recall, or rights preserved by law.

Order problems and remedies

Contact Support as soon as reasonably practicable after discovering an issue. For visible damage, shortage or a labeling mismatch, we request notice within seven days of receipt to help preserve evidence. The seven-day period is a request, not an automatic cutoff for a claim. Report a latent issue promptly after it becomes discoverable. Applicable statutory notice duties remain in force.

We may request proportionate, reasonably available information such as order and lot identifiers, photographs, relevant storage history or analytical results. An unboxing video, a particular photograph or a customer-funded test is not the only acceptable evidence. We do not require unsafe evidence preservation or unnecessary personal or patient information.

For a substantiated wrong shipment, nonconformity or delivery loss for which we are responsible, we will provide conforming replacement material within a reasonable time or refund the affected purchase price and applicable tax and delivery charges. Your choice controls where law requires it. If replacement is unavailable, unreasonably delayed or ineffective, we will refund the affected amount. We bear reasonable return or disposal costs we require for our error, and reasonable verification costs agreed in advance or required by law.

Where analytical results conflict, we consider sample identity, sampling, method suitability, handling, reporting limits and measurement uncertainty. An independent laboratory review, where appropriate, must have a documented sample and cost arrangement. It does not suspend a mandatory refund deadline. Our unexplained conclusion is not automatically binding, and independent testing does not itself invalidate a claim. We explain claim decisions and provide reconsideration through Support.

Do not send chemicals back without written instructions. No return or disposal instruction requires you to violate law or a valid evidence-preservation obligation. Tell us about a conflict so a safe alternative can be arranged. The Terms explain the ordinary replacement-or-refund remedy and preserve applicable exceptions and mandatory rights.

Quality alerts and recalls

If your material is subject to a stop-use or recall instruction, stop use, segregate it safely and follow lawful, reasonable handling, notification and disposition instructions. If you have supplied or transferred affected material, whether or not authorized, reasonably assist in identifying and notifying recipients using relevant information within your knowledge or control and lawfully available for that purpose. Maintain contact information reasonably needed for those notices, with retention or disclosure limited to what is lawful and proportionate.

We determine potentially affected orders using fulfillment and lot information and broaden the scope when uncertainty warrants. A sale-date window alone does not determine whether a unit is affected. Expiry, account closure and marketing opt-out do not end applicable recall responsibilities.

Written instructions address safe handling, any return or disposal, and the applicable remedy. We bear reasonable costs of actions we require for a recall caused by our Product nonconformity, subject to law. A labeling error or other breach for which we are responsible is not excluded from this cost and remedy provision merely because the material meets its analytical specifications. Recall cooperation does not require a blanket release or surrender of a lawful monetary remedy.

Report suspected contamination, labeling errors, compromised records or exposure incidents through Support. Include only information reasonably needed to identify the material and issue. For an immediate emergency, contact the appropriate emergency or poison-control service. Nothing prevents a report to a regulator or other competent authority.