Refund and Return Policy

BioChain USA
Effective date: 2026-05-28
Last updated: 2026-05-28

This Refund and Return Policy is part of our Terms of Service. By placing an order on biochainusa.com you agree to it.

1. Final sale

All BioChain USA products are sold for in vitro laboratory and preclinical research use only. Once a vial leaves our facility we have no way to verify chain of custody, storage conditions, contamination status, or whether the product has been opened or altered. Accepting returns of research compounds compromises the integrity of our supply chain and the safety of other researchers.

For this reason, and except as expressly set out below, all sales are final. We do not offer refunds, exchanges, or returns of opened, used, or properly delivered product, and we do not offer store credit in lieu of refund.

This section does not waive any non-waivable consumer right you have under the law of your state of residence; where the law of your state requires a remedy we do not otherwise provide, that remedy is available to the extent required and no further.

2. Damaged in transit

If your order arrives damaged in transit, contact us at info@biochainusa.com within fourteen (14) days of delivery with:

your order number,
a photograph of the outer packaging as received,
a photograph of the damaged vial or packing materials, and
a photograph of the shipping label.

We will ship a replacement of the same product at no cost. If the product is out of stock, we will ship an equivalent at our discretion or, where required by law, issue a refund. We do not offer cash refunds for damage where replacement is available.

3. Wrong product shipped

If you receive a product that does not match your order due to an error on our part, contact us at info@biochainusa.com within fourteen (14) days of delivery with your order number and photographs of the received product. We will arrange return of the incorrect item (prepaid label) and ship the correct product at no cost.

4. Order cancellation

Orders may be cancelled at no charge before they have been handed to the carrier (typically within one business day of placement, Monday through Friday). After the order has been assigned a tracking number, it cannot be cancelled. To request cancellation, email info@biochainusa.com immediately after placing the order with your order number and the subject “CANCEL.”

5. Lost in transit

If tracking shows the package as delivered but you cannot locate it, first check with your household, neighbors, building management, and local carrier office. If the package is confirmed lost, contact us within fourteen (14) days of the carrier-reported delivery date. We will work with the carrier to file a claim. Replacement is not guaranteed and depends on carrier resolution and claim approval; for orders over US$250 with signature on delivery, replacement is generally available when the carrier cannot produce a valid signature record.

6. Address errors

We are not responsible for non-delivery caused by an inaccurate or incomplete shipping address provided by you. We do not ship to freight forwarders, mail-forwarding services, P.O. boxes (except APO/FPO and US territories), or any address we have reasonable cause to believe is associated with onward shipment outside the United States. If a package is returned to us as undeliverable, we will re-ship at our cost only once; subsequent re-shipments are at your cost.

7. Chargebacks and payment disputes

If you have a concern about a charge, please contact us first at info@biochainusa.com with your order number and a description of the issue. We will respond within one business day and work in good faith to resolve the matter.

You retain all rights granted to you by federal and state law to dispute a charge with your bank or card issuer. We do not characterize the lawful exercise of those rights as fraudulent.

A pattern of bad-faith disputes (for example, disputes filed without contacting us first on orders where delivery is documented, where signature on delivery was obtained, and where no defect was reported) may, at our discretion, result in suspension of your account and refusal of future orders. We do not threaten or initiate criminal complaints for the lawful exercise of dispute rights.

8. How to contact us

For any request under this Policy:

Email: info@biochainusa.com (include your order number in the subject)
Response time: within one business day, Monday through Friday, 9 am to 5 pm Mountain Time, excluding US federal holidays

This Policy is part of our Terms of Service and is binding to the same extent.