CUSTOMER SUPPORT
Refunds, replacements, and order issues
If something arrives damaged or your order is incorrect, contact us promptly so we can review it.
Start here
- Contact Lone Star BioLabs with your order number and a clear description of the issue.
- For visible damage or an incorrect item, include clear photos of the product and shipping package.
- Keep the product, packaging, lot identifier, and all shipping materials while the issue is reviewed.
- Do not send a research material back until return instructions are provided.
How resolutions are determined
After review, an eligible order issue may be resolved with a replacement, store credit, or refund as appropriate. The resolution depends on the reported issue, package condition, product integrity, shipping records, and lot traceability.
Product integrity matters
Research materials require controlled identification and traceability. Opened, used, altered, or improperly stored products generally cannot be returned for resale. Damaged or incorrect shipments will still be reviewed based on the evidence provided.
Submitting a request does not automatically guarantee a refund or replacement. Lone Star BioLabs will review each request and communicate the available resolution before any return is sent.