What should I do if the outer packaging is damaged or the goods look abnormal?

If the outer packaging is damaged or the goods look abnormal on receipt, we recommend the following:

• Refuse on the spot: if the outer packaging is clearly damaged or the goods look abnormal, you may refuse delivery. Please notify us immediately; we will coordinate with the carrier to inspect the package and replenish ice packs to protect product quality.

• Incoming check: within 3 business days of signing, check variety, quantity, arrival temperature and packaging against the packing list. If anything is non-conforming, raise a written objection within 3 business days, keep that batch unused, and wait for our confirmation.

• Liability: after verification, if the issue is caused by us or logistics, we will cover all return/replacement costs.

• Note: if you do not inspect or raise an objection within the agreed time, the batch will be deemed accepted for variety, quantity and packaging. If failure to inspect, notify or store the goods affects tracing, we reserve the right to refuse a return or replacement.

Please contact us if you have any questions.

What if a tube leaks during shipping?

Photograph the outer packaging and the leaking reagent in full, then contact customer service. After we confirm leakage, we will replace the product free of charge within 1 business day.

What if the tube label is missing or wrong, so I cannot confirm the lot number and expiry date?

Provide the order number and photos of the tube. We will match the full QC information and replace it free of charge with a fully labeled product.