Clear expectations from checkout to delivery.
This policy applies to orders placed directly with Aqua Biolabs. Available destinations, services, charges, taxes, and payment methods are shown at checkout and may change based on the order, destination, verification status, and provider availability.
Processing
Our target is to process accepted, paid, and verified orders within 1–3 business days. Review, inventory, holidays, weather, carrier interruptions, or compliance checks may require additional time.
Shipping
Tracking is provided when available. Delivery dates are carrier estimates, not guarantees. Customers are responsible for providing a complete deliverable address and monitoring tracking.
Research verification
Orders remain subject to age, researcher, business, destination, and intended-use review. Aqua Biolabs may request information or decline an order before fulfillment.
Changes and cancellations
Contact support immediately after ordering. We will try to make a change or cancellation before fulfillment begins, but cannot guarantee it. An order cannot be changed or canceled after it has been packed, transferred to a carrier, or otherwise committed for shipment.
Damaged, incorrect, or missing items
Inspect the package promptly. Report visible damage, an incorrect item, or a missing item through the contact page within 3 calendar days of delivery. Include the order number, shipping label, packaging, product label, and clear photographs. Keep all packaging until the claim is resolved. Verified claims may be resolved with replacement, store credit, or refund at Aqua Biolabs’ discretion and as required by law.
Returns and refunds
Because product integrity and chain of custody cannot be confirmed after delivery, sales are final except for a verified damaged, defective, incorrect, or missing shipment, or where return or refund rights are required by law. Do not send a product back without written authorization. Unauthorized returns may be refused. Approved refunds are issued to the original payment method; bank and wallet processing times are outside our control.
Lost, refused, and undeliverable shipments
Contact support if tracking appears stalled or a carrier marks a package delivered that cannot be located. Aqua Biolabs will review the carrier record and may require a carrier claim or written statement. Orders returned because of an incomplete address, refusal, failed delivery, or customer ineligibility may be subject to reshipping costs and nonrefundable carrier charges.
Payments
Only payment methods displayed at checkout are available. Card and debit payments, digital wallets, Amazon Pay, Link, and ACH may be offered through third-party processors depending on eligibility. By choosing ACH, you authorize the displayed debit from the bank account provided and certify that you are authorized to use it. Fraud screening, authorization holds, delayed settlement, or additional verification may apply.
Before ordering: Review the product, destination, Research Use Only restrictions, and current checkout total. Contact support if a required specification, document, or delivery condition is unclear.
Seller-funded order support
Aqua Shipment Protection
Aqua Shipment Protection is included at no additional charge on eligible U.S. orders. If carrier records verify that an eligible shipment was lost in transit, or an eligible item arrives with verified transit damage, Aqua Biolabs will provide one replacement of the affected item or items under the terms below. This is a seller-funded replacement policy, not shipping insurance.
How to request a replacement
- Submit the request through the contact page with the order number and a description of the issue.
- Carrier loss must be supported by the carrier's tracking record or written carrier confirmation. A reasonable carrier trace or investigation period may be required.
- Transit damage must be reported within 72 hours of delivery with clear photos of the shipping package, shipping label, affected item, and available internal packaging.
- Keep the affected item and packaging until Aqua Biolabs confirms that the request has been reviewed.
Coverage and exclusions
- The original shipping address must be complete and accurate. Replacement is sent to that address unless Aqua Biolabs approves a correction.
- The remedy is one replacement of the verified affected item or items, not a cash payout. Product availability may affect replacement timing.
- The policy does not cover an incorrect or incomplete address, refused delivery, forwarding, return to sender, or a package made undeliverable by the recipient.
- The policy does not cover theft, loss, or damage after a correct delivered scan unless the carrier confirms misdelivery in writing.
- The policy does not cover damage after delivery, improper storage or handling, or an item that has been opened, altered, or prepared.
- Requests involving fraud, material misrepresentation, or policy abuse are not eligible.
- Aqua Biolabs may request reasonable documentation and cooperation with a carrier claim before approving a replacement.
Questions or a replacement request may be submitted through the contact page with the order number and supporting documentation.