Veltrigen
Return & Shipping Policy
Overview
Veltrigen supplies laboratory research materials intended strictly for research applications. Due to the sensitive nature of these products and quality control requirements, all sales are considered final once an order has been shipped.
Returns and Refunds
Veltrigen does not accept returns and does not issue refunds after shipment. Orders cannot be refunded for ordering errors, incorrect address entry, changes of mind, unused products, discontinued research projects, or carrier delays that occur after a shipment has been accepted by the postal carrier.
Because product integrity cannot be verified once items leave controlled handling conditions, returned merchandise cannot be restocked or redistributed.
Order Issues and Replacements
If an order contains a fulfillment error attributable to Veltrigen, we will resolve the issue through a replacement shipment at no additional cost. This includes situations where an incorrect item was shipped, an item is missing from the order, or a product arrives damaged due to transit or packaging failure.
Replacement requests must be submitted within seventy-two hours of confirmed delivery.
Submitting a Claim
To request assistance, customers must contact [email protected] and include the order number along with a clear description of the issue. Photographs showing the shipping label, outer packaging, packing materials, and affected item may be required to verify the claim. Once approved, a replacement shipment will be issued to the original delivery address on file.
Lost, Delivered, or Delayed Shipments
After a package is transferred to the shipping carrier, delivery timing and tracking updates are controlled by the carrier. If tracking shows no movement for ten business days, or a shipment is marked delivered but cannot be located, customers should contact Veltrigen so a carrier investigation can be initiated. When appropriate, a one-time replacement may be issued following review of the investigation outcome.
Returned or Undeliverable Packages
Packages returned to sender due to incorrect address information, refusal of delivery, or failed delivery attempts may be reshipped once received back and verified. Reshipment in these cases may require additional shipping payment.
Free Shipping
Free standard shipping is available on all US orders of $25 or more. Orders below $25 are subject to standard shipping rates calculated at checkout.
Policy Abuse
Veltrigen reserves the right to deny replacement requests or future service where there is evidence of fraudulent activity, policy abuse, or repeated unreasonable claims.
Research Use Notice
All products sold by Veltrigen are supplied for laboratory research use only and are not intended for human consumption or clinical application.