At Arctos Biologics, customer satisfaction is important to us. Due to the specialized nature of our products and our commitment to maintaining product integrity, all sales are considered final unless otherwise stated below.
Because our products are intended exclusively for laboratory research purposes, we cannot accept returns of products that have been opened, used, stored, or handled outside of our control. This policy helps ensure the quality, purity, and integrity of every product we provide to our customers.
If your order arrives damaged, contains the wrong product, or is missing items, please contact us within seven (7) days of the documented delivery date. We may request photographs of the shipping package and product(s) to assist in evaluating the issue. Once reviewed, we will determine the appropriate resolution, which may include a replacement, store credit, or refund, as appropriate.
If a shipment is lost in transit, please contact us as soon as possible. We will work with the shipping carrier to investigate the shipment and determine an appropriate resolution. Replacement or refund decisions will be made after the carrier’s investigation has been completed.
Orders that have already been processed or shipped cannot be canceled. If you need to modify an order, please contact us immediately after placing it. While we will make reasonable efforts to accommodate changes before shipment, we cannot guarantee that modifications or cancellations will be possible once order processing has begun.
Refunds approved by Arctos Biologics will be issued using the original method of payment whenever possible. If the original payment method cannot be used, an alternative refund method may be provided at Arctos Biologics’ discretion. Processing times may vary depending on the applicable financial institution or payment provider.
Arctos Biologics reserves the right to deny any refund or replacement request when there is evidence of product misuse, improper storage, unauthorized handling, or circumstances inconsistent with this policy.
If you have any questions regarding an order or believe there is an issue with a shipment, please contact our customer support team. We are committed to resolving legitimate concerns promptly and providing professional, responsive customer service.