Shipping & Returns

Shipping

Rates

Shipping is calculated at checkout using real-time carrier rates based on package weight and destination, so you always see the most accurate cost before you pay. Estimated delivery times are shown at checkout. Wholesale and bulk orders may follow different shipping terms, which we confirm during order processing.

Processing & dispatch

We keep our bacteriostatic water in stock and fulfill from a current, third-party-tested lot. Most orders are packed and handed to the carrier within one business day of payment. We move parcels out quickly, though timing can vary with order volume and carrier schedules.

Packaging & carriers

Every order is packed in secure, protective packaging designed to protect glass vials in transit, and shipped in discreet outer packaging. We ship via USPS and UPS and provide tracking as soon as your order is on its way. Larger orders may arrive in more than one package.

Where we ship

We currently ship within the United States. If your location is not available at checkout, please contact us and we will let you know whether we can fulfill your order.

Order changes & cancellations

Because we begin processing shortly after payment, an order can usually only be changed or cancelled within a short window. If you spot a mistake — an incorrect address, for example — contact us right away with your order number. If your parcel has not yet been handed to the carrier, we will do everything we can to help.

Damaged, missing, or incorrect items

We stand behind every order. If something arrives broken, leaking, missing, or different from what you ordered, contact us as soon as possible with your order number, a photo of the packaging and product, and a short description of the issue. We will make it right with a prompt replacement or refund.

Returns

Because our bacteriostatic water is a sterile, lot-controlled research product, we are unable to accept opened or unopened vials back for resale once they have shipped — this protects the integrity and traceability every researcher depends on. That said, your satisfaction matters to us: if there is a problem with your order, we will always work with you to resolve it fairly with a replacement or refund.

Delays & missing packages

Slow or stalled tracking

Weather, routing changes, and carrier backlogs can occasionally slow a shipment. If your tracking shows no movement for several days, contact us with your order number and tracking details and we will follow up with the carrier.

Marked delivered but not received

If tracking says delivered but the package is not with you, first confirm the delivery address on your order confirmation and check with your mail room or receiving area. If it is still missing, contact us with your order number and tracking details and we will help open an investigation with the carrier.

Questions about a shipment?

For any shipping, packaging, or order question, contact our support team with your order number, lot code (if available), and a brief description of the issue, and we will help.