Clear expectations from
shipment through resolution.

Research Materials

Cellenovo Research materials are intended solely for legitimate laboratory, analytical, and scientific research and are not intended for human or veterinary use.

Because research materials may be lot-specific, sensitive to storage or handling conditions, or subject to chain-of-custody and documentation requirements, return eligibility may be more limited than for ordinary consumer merchandise.

Order Review and Processing

Orders may be reviewed before fulfillment for:

• Research-access status
• Organization or purchaser information
• Shipping information
• Material availability
• Research-use representations
• Payment authorization
• Compliance with Cellenovo Research policies

Cellenovo Research may place an order on hold, request additional information, decline an order, or cancel an order before shipment when reasonably necessary.

Shipping Timeframes

Any shipping or processing estimate displayed at checkout, provided in an order confirmation, or otherwise communicated by Cellenovo Research is an estimate unless expressly stated as guaranteed.

Cellenovo Research will maintain a reasonable basis for any shipping timeframe it represents.

If no shipping timeframe is stated, Cellenovo Research will ship within the period required by applicable law.

Shipping Destinations

Available shipping destinations may vary by product, research material, carrier, legal requirements, and research-access status.

We may decline shipment to locations we do not service, unverifiable addresses, carrier-restricted locations, or locations where shipment would violate applicable requirements.

International shipping, if offered, may be subject to customs procedures, import restrictions, duties, taxes, and additional documentation.

Shipping Address Accuracy

The purchaser is responsible for providing a complete and accurate shipping address.

If you discover an address error, contact [email protected] or +1 385-527-2384 as soon as possible.

We cannot guarantee that an address can be changed after an order enters fulfillment or has been transferred to a carrier.

Shipping Charges

Shipping, handling, insurance, special packaging, temperature-controlled shipping, or other delivery charges, if applicable, will be disclosed during the ordering process or in the applicable quotation or order confirmation.

Original outbound shipping charges are generally non-refundable after completed shipment except where Cellenovo shipped the wrong item, an unfulfilled shipping obligation requires a refund, applicable law requires otherwise, or Cellenovo agrees otherwise in writing.

Tracking and Delivery

Where tracking is available, shipment information may be provided by email, account notification, or another method.

Carrier tracking information is supplied by the carrier and may not update in real time.

Delivery dates are estimates unless a guaranteed delivery service is expressly purchased and identified as guaranteed. Weather, carrier interruptions, address issues, customs processing, public emergencies, and similar events may affect transit time.

Inspection Upon Delivery

Inspect your shipment promptly after delivery. Check:

• Outer packaging for damage
• Product identity and quantity
• Lot or batch information where applicable
• Seals and packaging
• Visible condition of the material
• Included documentation

For shipping damage, shortages, or an incorrect item, contact Cellenovo Research within three (3) business days after delivery whenever reasonably possible.

Damaged, Incorrect, or Missing Items

Please provide:

• Order number
• Name and organization
• Description of the issue
• Photographs of the shipping carton and packaging when relevant
• Photographs of the material, label, seal, or damage when relevant
• Lot or batch information when applicable

After review, Cellenovo Research may replace the item, issue a credit or refund, request return of the item, or request additional documentation as appropriate.

Return Authorization Required

Do not send a return to Cellenovo Research without prior authorization.

To request a return, email [email protected] with your order number, the item, reason for return, item condition, and photographs if requested.

If approved, we will provide return instructions or a Return Merchandise Authorization (“RMA”) reference.

Standard Return Eligibility

Unless different terms are stated for the transaction, a physical product may be considered for return when:

• The return request is made within fourteen (14) calendar days after delivery
• The item is unopened and unused
• The original seal is intact
• The original label, lot information, and packaging remain intact
• The item has not been altered, relabeled, repackaged, damaged, or exposed to improper conditions
• The item remains suitable for evaluation under Cellenovo Research’s return-review process
• The return is authorized before shipment back to Cellenovo Research

Return approval is not automatic and may depend on the material and chain-of-custody considerations.

Non-Returnable Items

Except where required by law or where we shipped an incorrect or materially damaged item, the following are generally non-returnable:

• Opened research materials
• Punctured containers
• Reconstituted or used materials
• Items with broken or removed seals
• Relabeled or repackaged materials
• Materials with altered or removed lot or batch information
• Items exposed to conditions inconsistent with applicable handling or storage requirements
• Items that cannot reasonably be returned to controlled inventory
• Custom, special-order, or made-to-order items
• Items identified as final sale or non-returnable at purchase
• Certain temperature-sensitive materials after delivery

Temperature-Sensitive Shipments

Some research materials may have specific handling or storage requirements. If a shipment is expressly sold with temperature-controlled or specialized shipping, the shipping method and handling instructions provided with the order will govern.

Return Shipping Costs

For an approved discretionary return, the purchaser is generally responsible for return shipping and appropriate packaging.

If Cellenovo confirms that it shipped the wrong item or that a return is required because of an error attributable to Cellenovo Research, we may provide a return label or cover reasonable return shipping costs.

Use a trackable shipping method for authorized returns.

Refunds

Approved refunds will generally be issued to the original payment method unless otherwise agreed or required by law.

For an approved return, the refund will normally be processed after the returned item is received and inspected.

A refund may be reduced where permitted by law if the returned item differs materially from the authorized return, components are missing, or inadequate packaging damages the return.

Bank, card issuer, or processor posting times may cause additional delay after we submit a refund. Nothing in this section limits refund timing or amounts required by law for an unshipped or cancelled order.

Order Cancellations

If you need to cancel an order, contact Cellenovo Research immediately.

We will make reasonable efforts to cancel an order that has not entered irreversible fulfillment.

Cancellation is not guaranteed once an order has entered fulfillment, been packed, transferred to a carrier, or been specially prepared or ordered for the purchaser.

Lost Shipments

If tracking indicates that a package has not been delivered within a reasonable period after the expected delivery date, contact Cellenovo Research. We may work with the carrier to open a trace or claim.

Depending on the circumstances, resolution may include replacement, credit, refund, carrier investigation, or another reasonable remedy.

Packages Marked Delivered

If carrier tracking shows a shipment as delivered but you cannot locate it:

• Confirm the shipping address
• Check the delivery area
• Check with household members, reception staff, mailrooms, neighboring suites, or other authorized recipients
• Contact the carrier when appropriate
• Notify Cellenovo Research promptly

A carrier scan showing delivery does not automatically determine the outcome of every claim. We may review the facts and carrier information.

Refused or Undeliverable Shipments

If a shipment is refused, unclaimed, or returned because of an incorrect or incomplete address, the purchaser may be responsible for original shipping charges, return shipping, additional carrier charges, and reshipment costs.

Any refund for returned merchandise will be subject to inspection, return eligibility, and applicable law.

Research-Use and Compliance Holds

Cellenovo Research may delay or cancel shipment if information associated with an order raises a reasonable research-use, legal, fraud, security, payment, or compliance concern.

If additional verification is requested, shipment may remain on hold until review is complete.

If an order is cancelled rather than shipped, amounts that must be refunded will be refunded in accordance with applicable law.

Exchanges

Cellenovo Research does not guarantee direct exchanges.

Where appropriate, we may approve return and replacement, issue a refund or credit and require a new order, or provide another reasonable resolution.

Policy Abuse

Cellenovo Research may refuse discretionary returns or restrict future ordering where there is evidence of:

• Fraud
• Repeated false damage claims
• Return manipulation or product substitution
• Tampering
• Misrepresentation of product condition
• Attempts to bypass research-access or compliance controls

This does not limit rights that cannot lawfully be waived.

Changes to This Policy

Cellenovo Research may update this Shipping & Returns Policy as shipping practices, products, carriers, research-material handling requirements, or applicable laws change.

The policy in effect when an order is placed will generally govern that order unless applicable law or a written transaction-specific agreement requires otherwise.

Contact

For shipping, return, cancellation, or delivery questions: