Shipping & Returns
Processing & dispatch
Orders are dispatched within 48 hours on business days once payment has cleared. Because payment is a transfer you send yourself, the clock starts when the funds arrive and we match them to your order reference, not when the order is placed. Lyophilised compounds ship under cold-chain handling from a temperature-controlled facility.
Services and rates
FedEx Priority is 2–3 business days at a flat $14 — free on orders over $150. FedEx Overnight is next business day at $50, and is never free. Transit times are the carrier's estimates, not guarantees. roehn ships within the United States only; we do not currently deliver to international addresses.
On arrival
Inspect the shipment when it arrives and move the vials into cold storage promptly; see Protocols for storage and handling guidance. Title and risk pass to you when the carrier takes the parcel, so a parcel that sits unattended after delivery is outside what we can put right.
Returns
Returns are not accepted once a shipment has been dispatched. These are controlled research materials, and we cannot verify the temperature history or integrity of a vial that has left our custody, so we cannot resell one and will not accept one back. This applies to opened and unopened vials alike, and to orders placed in error or no longer wanted. The two exceptions are below.
Shipping errors and damaged vials
If a shipment arrives damaged, temperature-compromised, incomplete, or containing the wrong item, email research@roehnlabs.com within 7 days of delivery with your order reference, the batch code printed on the vial, and photographs of the vial and packaging. We will replace the affected items or refund them.
A lot that does not match its certificate
If a vial you received does not match the certificate of analysis published for its lot, email research@roehnlabs.com with the batch code and your evidence. We will investigate against the laboratory's report for that lot and, if the material does not match what was certified, replace it or refund it in full. This applies for as long as you hold the material.
How a refund is issued
Refunds are returned by the same route the payment arrived, to the account that sent it, once the claim is agreed. We cannot refund to a different person, a different app, or a card, because no card was ever charged.