Policy
Shipping & Returns
How orders are dispatched, how long they take, what happens if something arrives damaged or does not arrive at all, and the conditions under which research materials can be returned.
Nexus Bio Innovations LLC · last updated 2 September 2026
Research handling — read before ordering
Everything on this site is supplied as a research material for laboratory use only. It is not a medicine, not a dietary supplement, and not for human or veterinary use. Nothing we ship is intended for human consumption or administration to any person or animal.
By placing an order you confirm you are acquiring these materials for laboratory research and that they will be handled by someone competent to do so. Storage, handling and disposal are the responsibility of the recipient once the shipment is delivered. Shipments are labelled for research use only and are not supplied with administration guidance, protocols or dosing information, and we will not provide them on request.
We do not accept orders where the stated purpose is personal use, and an order will not be dispatched if it is clear from the order or correspondence that the materials are intended for human use.
Dispatch
Orders are processed within three business days of payment clearing. You receive a tracking number by email as soon as the shipment leaves the warehouse. Orders ship from a US or EU fulfilment point, whichever serves your region.
Transit time varies by destination and by which fulfilment point serves your order. Most orders arrive within seven to ten days; fifteen days is the outer range for less common routes.
International orders and customs
We ship worldwide. Customs processing time is outside our control and is not included in the estimates above. Import duties, taxes and any charges levied on entry are the responsibility of the recipient.
It is the buyer’s responsibility to confirm that research materials of this kind may lawfully be imported into their jurisdiction before ordering. We cannot advise on the import rules of individual countries, and we do not refund orders seized or returned by customs where import was not permitted.
Damaged, lost or delayed shipments
Damaged on arrival
If a vial arrives broken, a seal is compromised, or the shipment shows evidence of mishandling, contact us within 14 days of delivery with your order number and photographs of the packaging and the affected items. We will replace the affected items or refund them.
Lost or significantly delayed
If tracking shows no movement well past the estimated window, contact us with your order number. We will open an investigation with the carrier. Where a package is confirmed lost, we will reship or refund it.
Incorrect items
If you receive an item that does not match your order, contact us within 14 days of delivery and we will arrange the correct item or a refund.
Returns and cancellations
Cancelling before dispatch
An order can be cancelled at no charge at any time before it ships. Contact support with your order number.
After dispatch
Because these are research materials whose storage conditions cannot be verified once they have left our custody, we do not accept returns of correctly supplied items that have been delivered. This is a product-integrity limitation, not a commercial one: a vial whose temperature history is unknown cannot be returned to stock or supplied to another researcher.
Returns are accepted where the item was damaged in transit, was not what you ordered, or does not meet the specification on its certificate of analysis. Refunds are issued to the original payment method.
Change of mind, ordering the wrong compound, or a change in the direction of a research project are not grounds for return once the order has shipped.
Specification and certificates
Every compound listed carries a published certificate of analysis from the testing laboratory, and the certificate is the specification. Vial products carry a measured purity figure on their certificate. Pellet reports do not carry a purity figure, and we do not state one for them.
If an item is tested and found not to meet the figure stated on its own certificate, it qualifies for a refund. We do not make purity claims beyond what the certificate for that batch records.
How to make a request
Email support with your order number and a short description of the issue, and photographs where the item arrived damaged. Most requests are resolved within a few business days.
Shipping and returns enquiries
Complaints, including reports of unlawful content or activity, are handled separately and to a published timeframe — see Complaints & Reporting.
This policy applies to all orders placed through this site. We may update it from time to time; the version in effect on the date of your order is the version that applies to that order.