Refund & Return Policy

If your order arrives damaged or you receive the wrong item, contact us within 48 hours of delivery with photos. We will replace the item or refund the purchase price at our discretion.

If tracking shows no movement for more than 7 business days, contact us and we will file a carrier claim and reship at no charge.

Temperature-sensitive vials that arrive warm (dry ice fully sublimated / gel packs at room temp) are eligible for full replacement. Photo evidence of packaging on arrival is required.

Orders can be cancelled for a full refund before they ship. Once a label is created, we cannot cancel — request a refund upon delivery instead (subject to the terms above).

Refunds return via the same method used for payment:

• Bank wire: refunded by wire to the originating account within 5 business days.
• Crypto: refunded to the sending wallet in the same currency at the current exchange rate.

Use this process for every return, replacement, or refund request:

1. Contact support first. Do not ship anything back before it is authorized. Email support@dllabsinc.com, or use our Contact page. Support hours are Mon–Fri, 9am–5pm PT.
2. Include this information: your order number, the item and size affected, the quantity affected, a description of the issue, the delivery date, and clear photos of the outer packaging, the packing materials, and the item itself. Photo evidence is required for damage, wrong-item, and cold-chain claims.
3. Meet the time limits. Damaged, wrong, or cold-chain-failed items must be reported within 48 hours of delivery. Non-movement / lost-in-transit claims can be opened after tracking has shown no movement for more than 7 business days. Cancellations must be requested before a shipping label is created.
4. Eligibility. Unopened items that arrived damaged, incorrect, dead-on-arrival, lost in transit, or with a documented cold-chain failure are eligible. Opened vials are not returnable or refundable under any circumstance.
5. Review. We review the submitted evidence and respond by email, typically within 1–2 business days. If a carrier claim is required we file it and keep you updated. If a physical return is required we send return instructions; do not return items without them.
6. Outcome. Approved claims are resolved by replacement shipment or refund of the purchase price at our discretion, issued to the original payment method (see “How refunds are issued” above). Declined claims are explained in writing.

For processing times, carriers, rates, delivery estimates, tracking, and eligible destinations, see our Shipping & Delivery Policy.