Shipping and Returns

Order Processing

Orders are typically processed within 1–2 business days, excluding weekends and US holidays. Processing may take longer during high-volume periods, product launches, severe weather, carrier disruptions, or when purchaser verification is required.

Domestic US Shipping

Standard domestic orders generally arrive within 2–5 business days after shipment. Delivery estimates begin when the carrier accepts the parcel and are not guaranteed. Tracking details will be sent when available.

KINETYX is not responsible for carrier delays, weather disruptions, incorrect or incomplete delivery information supplied by the customer, or packages marked as delivered by the carrier. Please review your shipping address carefully before submitting an order and contact us promptly if a correction is needed. We cannot guarantee that an address can be changed after fulfillment begins.

Temperature-Sensitive Items

Where appropriate, temperature-sensitive products are prepared and packaged using methods selected to protect product integrity during ordinary transit. Packaging and transit controls are not intended to replace proper laboratory storage after delivery.

Some temperature variation during shipping may be expected and does not, by itself, establish that a product is unsuitable for research. Upon delivery, retrieve the parcel promptly, inspect it, and transfer each product to the storage conditions stated on its label, product page, or accompanying documentation.

If an order arrives damaged, leaking, visibly compromised, or materially different from what was ordered, contact KINETYX customer support within 24 hours of delivery. Include the order number and clear photographs of the outer packaging, shipping label, internal packaging, and affected product. Keep all packaging until the review is complete.

Returns

Eligible unopened and unused products may be returned within 14 calendar days of confirmed delivery. To qualify for a return:

• The product must be sealed, unopened, unused, and in its original packaging.
• Labels, seals, and tamper-evident features must remain intact.
• The product must have been stored in accordance with its stated storage requirements.
• You must contact KINETYX and receive return authorization before sending the product back.

For safety, quality-control, and chain-of-custody reasons, opened, used, altered, relabeled, improperly stored, or otherwise compromised products cannot be returned. Unauthorized returns may be refused.

Return Shipping and Refunds

Unless the return results from a KINETYX fulfillment error or a product confirmed to have arrived damaged or defective, the customer is responsible for return shipping costs. Original shipping charges are non-refundable unless required by law or the return is due to our error.

Approved refunds are issued to the original payment method after the returned product is received and inspected. Financial institutions may require additional time to post the credit.

Damaged, Defective, or Incorrect Orders

Report damaged, defective, leaking, or incorrect items within 24 hours of delivery. After review, KINETYX may provide a replacement, store credit, or refund, as appropriate. We may be unable to resolve claims submitted without supporting photographs, after product disposal, or outside the reporting period.

Lost or Stolen Packages

If tracking does not update or a package appears lost, contact us so we can assist with a carrier inquiry. For packages marked as delivered but not located, first check the delivery area, household members, neighbours, building management, and the carrier. Replacement or refund eligibility will be determined after review and is not guaranteed for confirmed deliveries or address errors.

Contact

To request a return or report a shipping issue, use the customer-support contact information listed on kinetyx.co and include your order number.