Due to the nature of laboratory research materials and the need to protect product integrity and chain of custody, products are generally not eligible for return after shipment. This policy does not limit any rights or remedies that cannot lawfully be limited.
ORDER CANCELLATIONS
Contact us as soon as possible if you need to cancel an order. An order may be canceled before it enters processing or is prepared for shipment. Once an order has entered processing, been packed, or shipped, cancellation may no longer be possible.
If we cancel an order before fulfillment, we will issue an appropriate refund or credit for the canceled merchandise and any applicable shipping charge.
RETURNS
All sales are final once an order has shipped, except for verified damaged, defective, incorrect, or otherwise nonconforming items and any return required by applicable law.
We do not accept returns of:
- Opened, used, altered, or partially used products.
- Shipped research materials that are not damaged, defective, or incorrect.
- Products stored or handled contrary to the product label or provided storage information.
- Products damaged after delivery through mishandling, improper storage, contamination, or unauthorized modification.
- Products returned without prior authorization.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Contact us within 7 calendar days after delivery if your order arrives damaged, appears defective, or contains an incorrect item. Include:
- Your order number.
- A clear description of the issue.
- Clear photographs of the affected product, label, lot information, and packaging.
- Photographs of the shipping container and shipping label when damage may have occurred in transit.
Keep the product and all packaging until we complete our review. Do not return a product unless we provide written instructions or authorization.
After reviewing the available information, Mojo Molecular may provide an appropriate remedy, which may include replacement, store credit, partial refund, or full refund. The remedy will depend on the circumstances, available inventory, and applicable law.
MISSING OR LOST SHIPMENTS
If tracking shows a delay or possible loss, contact the shipping carrier and then contact us if additional assistance is needed. If tracking shows delivery but the package cannot be located, check the delivery area, household members, neighbors, building management, and the carrier before contacting us.
Claims involving loss, theft, misdelivery, or carrier damage may require photographs, a carrier claim, a signed statement, identity verification, or other reasonable documentation. We will review each claim individually. A carrier scan alone will not prevent us from considering evidence that a shipment was not properly delivered.
INCORRECT ADDRESS OR REFUSED DELIVERY
Customers are responsible for providing a complete and accurate shipping address. If an order is returned because of an incorrect or incomplete address, refusal, failed delivery attempt, or failure to collect the shipment, we may deduct actual outbound shipping, return shipping, and carrier charges from any approved refund or credit, to the extent permitted by law.
PAYMENTS MADE THROUGH PAYRAM, DIGITAL ASSETS, OR CARD ON-RAMPS
A card-funded PayRam checkout may involve two separate transactions: a customer purchases digital assets through an independent provider, such as MoonPay, and then transfers those assets to Mojo Molecular through PayRam. Mojo Molecular generally cannot reverse or refund the independent provider’s card transaction, exchange rate, spread, provider fee, identity-verification decision, or blockchain network fee.
If Mojo Molecular approves a refund for an order paid with digital assets, the refund will ordinarily be issued in a supported digital asset to a wallet address provided and verified by the customer, or through another method agreed to by Mojo Molecular, based on the U.S. dollar amount approved at the time the refund is processed. Digital asset values may change between purchase and refund. Unavoidable blockchain network fees may affect the amount received. We will disclose the proposed refund method before issuing it.
Customers are responsible for providing an accurate wallet address and compatible network. A digital asset refund cannot be recovered after it is sent to an incorrect address or incompatible network supplied by the customer.
REFUND TIMING
Once approved, Mojo Molecular generally initiates a refund within 5 to 10 business days. Additional time may be required for a bank, payment provider, blockchain network, or other intermediary to complete or display the transaction.
If we cannot fulfill an order within the promised shipping period, we will provide any notice, cancellation option, or refund required by applicable law.
CONTACT
Mojo Molecular LLC
Email: contactus@mojomolecular.com
Phone: 717-809-7957
Please include your order number in all order-related communications.
