Effective date: January 1, 2026
Our products are temperature-sensitive, lot-controlled reference materials. To protect the integrity of every shipment we apply the following return, replacement, and cancellation rules.
1. No Returns on Opened or Compromised Material
Because we cannot verify the chain of custody once a vial leaves our facility, we do not accept returns of:
- Products whose seal or tamper-evident packaging is broken.
- Reconstituted, diluted, or repackaged products.
- Products stored outside the conditions printed on the label (typically -20°C, protected from light and moisture).
- Products held by the customer for more than 14 days after delivery.
2. Damaged, Lost, or Defective Shipments
If a shipment arrives visibly damaged, is missing items, or shows an analytical issue, contact us within 48 hours of delivery at support@titanforgebio.com with:
- Your order number and the affected batch / lot number.
- Photos of the outer packaging, ice packs, and the vial(s).
- A short description of the issue.
We will, at our discretion, issue a replacement shipment from a verified batch or refund the affected line item to the original payment method. Carrier claims (if any) are handled by us.
3. Order Cancellation
You may cancel an order for a full refund at any point before it enters our packing queue (typically within 12 hours of order confirmation). Once an order has been packed, palletized for cold chain, handed to the carrier, or otherwise shipped, it cannot be cancelled. Refused or returned-to-sender shipments are not eligible for refund.
4. Address and Shipping Errors
You are responsible for providing a correct, deliverable address. Shipments returned to us due to an incorrect address, an unattended cold-chain delivery, or an inability to accept delivery will be inspected on arrival. If the product is within spec we will offer reshipment at the customer's expense; if it is out of spec, no refund is issued.
5. How Refunds Are Issued
Approved refunds are returned to the original payment method within 5–10 business days of approval. Bank posting times vary. Refunds are issued for the price of the affected product plus applicable tax; original shipping charges are refunded only when the issue was caused by us or by carrier damage.
6. Non-Refundable Items
- Custom-synthesized or special-order items.
- Gift cards and store credit.
- Expedited shipping fees on delivered orders.
7. Contact
For any refund or replacement question, email support@titanforgebio.com with your order number. Our team typically responds within one business day.