Last updated: October 2026
Scope
This policy applies to all orders placed with Vital Tides Research LLC. through vitaltidesusa.com and forms part of our Terms and Conditions.
Why most sales are final
Our products are research compounds whose identity, purity and stability depend on unbroken packaging and documented storage. Once a vial has left our control we cannot verify that it has been stored correctly or kept uncontaminated, and it cannot re-enter inventory. For that reason, all sales are final once an order has shipped, except in the circumstances set out below.
Damaged, incorrect or missing items
Contact us within 7 days of delivery if your order arrives damaged, contains the wrong item, or is missing an item. Your claim must include:
- your order number;
- photographs of the outer packaging and shipping label as received;
- photographs of the affected product, including the label and any damage;
- a short description of the issue.
Once verified, we will send a replacement of the affected item at no cost to you. If the item is out of stock, we will issue a refund for that item instead. Claims made outside the window above, or without the evidence listed, cannot be processed.
Unopened products
We do not accept returns of unopened product. All sales are final once shipped, except as described under “Damaged, incorrect or missing items” above.
Unauthorised returns
No product may be returned without prior written approval. Unauthorised returns will be refused and destroyed, and no refund will be issued.
Order cancellation
Orders may be cancelled without charge at any time before dispatch. Contact us immediately at [email protected]. Once an order has been processed or dispatched it cannot be cancelled, recalled or refunded.
Customer error
Please verify your product selection, quantity, billing details and delivery address before completing checkout. We are not responsible for orders placed incorrectly or for delivery failures caused by inaccurate or incomplete information.
Lost or seized shipments
Report non-delivery within 7 days of the tracking delivery date, as set out in our Shipping Policy. We will open a trace with the carrier and assist with any carrier claim. Where the carrier confirms a package was lost in transit, we will replace the order or issue a refund at our discretion. Packages shown as delivered to the address entered at checkout are the customer’s responsibility, and we do not replace or refund packages that are seized, held or refused at the destination.
Refund processing
Approved refunds are issued to the original payment method only. Allow up to 10 business days for the credit to appear, depending on your payment provider. We cannot refund to a different card, account or person than the one used for purchase. Original shipping charges are non-refundable, except where the order was damaged, incorrect or lost in transit through no fault of the customer.
Chargebacks
If you believe a charge is incorrect, contact us before contacting your bank. Initiating a chargeback without first contacting us may result in your account being closed to future orders.
Contact
Vital Tides Research LLC.
Rancho Santa Fe, CA 92091
[email protected]
(858) 461-8002 · Monday – Sunday, 8am – 5pm (Pacific)
Include your order number in all correspondence.