Overview
All UPRIME LABS products are sold strictly for in-vitro laboratory and research purposes. Once an order has shipped, the cold-chain and chain-of-custody required for research-grade material can no longer be guaranteed if the product leaves our facility and returns. For that reason, we operate a no-return policy and instead resolve issues through replacements or refunds on a case-by-case basis.
Eligible Issues
We will replace or refund an order in the following circumstances:
- The package arrived damaged, leaking, or with broken vials.
- The wrong item, dose, or quantity was shipped.
- An item is missing from the shipment.
- A product fails our published purity specification on independent testing.
- The package was lost in transit and confirmed undeliverable by the carrier.
Not Eligible
- Opened or used vials, unless a quality issue is documented.
- Buyer's remorse or change of mind after dispatch.
- Refusal of delivery without prior authorization from our team.
- Damage caused by improper storage after delivery.
- Orders flagged as undeliverable due to incorrect shipping information provided at checkout.
How to File a Claim
Claims must be submitted within 7 days of the delivery date. To open a claim, email support@uprimelabs.com with:
- Your order number.
- A clear description of the issue.
- Photos of the outer packaging, inner packaging, and the affected product (including any damage to vials, seals, or cold packs).
Our team typically responds within 1–2 business days. We may request additional information or photos before approving a resolution.
Refunds
Approved refunds are issued to the original payment method. Depending on your bank or card issuer, funds typically appear within 5–10 business days after the refund is processed. Original shipping fees are non-refundable unless the issue was caused by us or by the carrier.
Replacements
Where a replacement is approved, we will dispatch the replacement order at no additional cost using our standard cold-chain method. In some cases we may offer store credit instead of a replacement, particularly for back-ordered items.
Lost or Delayed Shipments
Once a package is in the carrier's possession, transit times are outside of our control. If tracking has not updated for more than 7 business days, contact us and we will open an investigation with the carrier. Packages confirmed lost will be replaced or refunded.
Contact
Questions about a return, refund, or replacement? Email support@uprimelabs.com and include your order number in the subject line.