1. 30-Day Satisfaction Window
Unopened items in their original, factory-sealed packaging may be returned within 30 days of delivery for a refund of the purchase price. Email support@northstarbiolabs.com with your order number to receive a return authorization before shipping anything back. Return shipping is the customer's responsibility unless the return is the result of our error.
2. Items We Cannot Accept Back
For product-integrity reasons, we cannot resell laboratory materials once the tamper seal has been broken or once the item has left controlled storage conditions. Opened or unsealed vials are therefore not eligible for return, though they remain fully covered by the damage, defect, and accuracy terms below.
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, is missing an item, or does not match what you ordered, contact us within 7 days of delivery at support@northstarbiolabs.com with your order number and a photo of the item and packaging. We will send a replacement at no cost or issue a full refund, whichever you prefer. No return shipment is required for damage claims.
4. How Refunds Are Issued
Approved refunds are returned to the original payment method. We process refunds within 2 business days of approval; your bank or card issuer typically posts the credit within 5–10 business days. Original shipping charges are refunded when the return is caused by our error.
5. Lost or Delayed Shipments
If tracking shows no movement for more than 10 business days after dispatch, contact us and we will open a carrier investigation on your behalf. Once the carrier confirms the shipment is lost, we reship at no cost or refund the order in full.
6. Cancellations
Orders can be cancelled for a full refund any time before they are dispatched — just email us. Once a tracking number has been generated, the order is in transit and should be handled as a return under Section 1.
7. Contact
Email support@northstarbiolabs.com any time; we reply the same day. Live support hours are Monday–Friday, 8 AM to 6 PM Central. You can also use our Contact page.
All products are supplied as reference materials for laboratory research use only. They are not drugs, foods, cosmetics, or medical devices, and are not for human or veterinary use.