Refund & Return Policy

1. Eligibility

Orders may be cancelled for a full refund before shipment. Orders ship the next business day (order by 2 PM Alaska time, 7 days a week), or we refund your shipping; see the Shipping Policy. If we can't ship by then, we'll also email you a new ship date, and you can cancel for a full refund before it ships. We accept returns of unopened, unused, sealed products requested within 15 calendar days of delivery. Returned products must remain in their original packaging and in the same condition as received. Opened, used, or tampered products cannot be returned because research-material quality and chain of custody cannot be verified after opening.

2. How to request a refund or return

Email support@arcticlabsupply.com with your order number and reason for return. Our team will confirm eligibility and provide return instructions if approved.

3. Refunds

Once an approved return is received and inspected, we initiate the refund to the original payment method. Bank posting times vary. Original outbound shipping and return shipping are non-refundable unless the return is due to an incorrect, damaged, defective, or missing item caused by Arctic Lab Supply.

4. Exchanges

We do not offer exchanges. Return the original item (if eligible) and place a new order for the desired product.

5. Damaged, incorrect, or missing items

Contact support@arcticlabsupply.com within 48 hours of delivery with your order number and clear photos when applicable. After verification, we send a free reship or give a full refund.

6. International orders: customs, seizures and returned parcels

International parcels ship duties-unpaid. Import tax, duty and handling fees charged by the destination country are the recipient's responsibility. Every parcel is declared honestly with the product name and marked for laboratory research use only, and you are responsible for knowing that your country allows the import.

• Seized or destroyed by customs: we can't refund or reship the order, but we give a one-time store credit of 30% of the product value.
• Returned to us undelivered: we reship once you pay the new postage, or give store credit for the order minus postage both ways.
• Tracking stops for 30 days with no customs notice: we reship once.

7. Research-only handling

All products are supplied solely for legitimate laboratory, analytical, educational, or in-vitro research and are not for personal or veterinary use. Returns must be packaged and handled appropriately for research materials.

8. Billing descriptor

Card purchases appear as ARCTIC LAB on your billing statement.