If a vial doesn't meet spec, we make it right.

IEligibility — what we refund or replace

• Shipping damage — vial arrives cracked, unsealed, or visibly contaminated. Report within 48 hours of delivery with photos.
• Wrong item shipped — you received something different from what you ordered.
• Lost in transit — carrier confirms the package never arrived. We'll reship once the carrier opens an investigation.
• Seal or vial compromised — the mailer or vial arrives with a broken seal or visible damage. Send us photos of the mailer and contents on arrival.

IIWhat we don't refund

• Change of mind after the package has left our facility. Once a temperature-sensitive vial is in transit, we can't restock it.
• Vials that have been opened, reconstituted, frozen, or otherwise altered.
• Delivery delays caused by an incorrect address the customer provided.

IIIHow to report a problem

Email Jftresearchllc@gmail.com within 48 hours of delivery with your order number, a short description, and photos showing the issue. We reply within one business day.

IVTiming

Approved refunds are issued back via your original payment method within three business days of approval. Replacements ship on the next business day. Venmo or PayPal payments sent as Goods & Services (against our Friends & Family instructions) are cancelled and refunded minus any platform fees we incur.

VQuestions

Still unsure whether your situation qualifies? Reach the desk via contact and we'll work it out case by case.