Shipping & returns.
Clear expectations for approved orders, shipment inspection, and verified fulfillment issues.
Before an order exists
An order request is not an accepted order. If a request is approved, the invoice will identify available materials, price, applicable tax, shipping charges, and any order-specific conditions. You may withdraw a request before paying the invoice.
Accepted orders
Payment of an invoice does not override compliance review. An order is accepted when Off-White Labs confirms the order after cleared payment. Paid orders are final once fulfillment begins. Contact support@offwhitelabs.com immediately if you need to request a change; changes are not guaranteed.
Where we ship
We currently accept requests for delivery within the United States. We do not ship to jurisdictions or addresses where the transaction would be unlawful or inconsistent with carrier, payment, or compliance requirements. We may restrict destinations at any time.
Timing and delivery
Any processing or transit estimate is an estimate, not a guarantee. Delays may occur because of verification, payment review, inventory, weather, carriers, holidays, or events outside our reasonable control. The purchaser is responsible for a complete, accurate, and secure delivery address.
Inspect within 72 hours
Inspect the package promptly after delivery. Claims involving an incorrect item, missing item, or visible shipping damage must be emailed to support@offwhitelabs.com within 72 hours of carrier-recorded delivery.
- Include the order or invoice number.
- Photograph the outer package, shipping label, internal packaging, vial label, lot identifier, and the condition at issue.
- Keep all packaging and affected material until the claim is resolved.
Returns and remedies
Because research-material identity, storage, and chain of custody cannot be verified after delivery, we generally cannot accept returned materials. If Off-White Labs verifies an incorrect, missing, or transit-damaged shipment, we may provide a replacement, credit, or refund, as appropriate. This policy does not limit rights that cannot be waived under applicable law.
Undeliverable shipments
Additional carrier and reshipment charges resulting from an incorrect address, refused delivery, or failed delivery attempt may be charged to the purchaser. We will not resend material until the destination and any additional charges are resolved.