Can I cancel my order?

Because we cannot verify the storage, handling or integrity of material once it has left our control, opened or used product cannot be returned. That protects every subsequent customer and is standard for research supply.

Damaged, defective or incorrectly supplied orders are handled separately under the refunds and returns policy.

Why dispatch is the cut-off

The reason the line sits at dispatch rather than at delivery is chain of custody. While a parcel is with us, the material's history is fully known: it has been held sealed and desiccated under stated conditions since release. The moment it leaves, that record has a gap in it that cannot be closed retrospectively, because no inspection on return can establish what temperature or humidity the vial saw in transit.

Restocking material with an unknown interval outside our control would mean supplying a later customer with a vial whose handling we could not describe — which contradicts the entire basis of publishing lot-level evidence. The restriction exists to protect the meaning of the certificate, not to make cancellation awkward.

In practice this means acting quickly is what matters. If an order needs to be stopped, contact support immediately with the order number; before dispatch it is straightforward, and after dispatch there is no mechanism that recovers the position.