01Order Processing

• Orders that are placed and authorized before 6:00 PM Eastern on a business day are, in the ordinary course, processed and released for shipment the same day.
• Business days are Monday through Friday, excluding federal holidays and company closures.
• Orders received after the 6:00 PM Eastern cutoff, or on a weekend or holiday, begin processing the next business day.
• High-volume periods, product launches, severe weather, carrier disruptions, address verification, payment review, or similar circumstances may extend processing times.
• An order is not considered shipped until accepted by the carrier.

02Shipping And Tracking

• Available services, estimated transit times, and charges are displayed at checkout.
• Orders ship via FedEx and are tendered through the carrier’s Fort Lauderdale (FLL) shipment center.
• Transit estimates begin when the carrier accepts the package and do not include order-processing time.
• A shipment-confirmation email with tracking is normally sent when an order ships.
• Tracking information may take 24–48 hours to update after a label is created.
• Delivery dates are estimates unless the carrier service expressly provides a guarantee. American Alpha Labs cannot guarantee carrier transit times.
• We may change carrier or service level when reasonably necessary to complete delivery, provided the substitute is substantially comparable.

03Address And Delivery Responsibility

Customers are responsible for providing a complete and accurate shipping address at checkout. Please review the address carefully before submitting an order.

• Contact Customer Support immediately if a correction is needed. We cannot guarantee an address can be changed once an order enters processing.
• American Alpha Labs is not responsible for delays, failed delivery, or loss caused by an incorrect or incomplete address supplied by the customer.
• If a package is returned due to an incorrect address, refusal, failed delivery attempt, or failure to retrieve it, the customer may be responsible for additional shipping charges before reshipment.
• Customers should use a secure delivery location. For higher-value orders we may require a signature or additional verification.

04Carrier Delays

Once a shipment is accepted by the carrier, delivery may be affected by weather, holidays, transportation interruptions, carrier capacity, governmental action, or other events outside our reasonable control. We will provide reasonable assistance with tracking and carrier inquiries, but are not responsible for delays caused solely by the carrier or by events beyond our control. A carrier delay does not by itself qualify an order for cancellation or refund. This does not limit any rights that cannot legally be waived.

05Lost, Missing, Or Stolen Packages

Packages not showing delivery

If tracking has not updated for an unusual period, or a package appears lost before delivery, contact Customer Support. We may open a carrier investigation, and the customer must reasonably cooperate and provide any documentation requested. A replacement, store credit, or refund may be considered once the investigation is complete and the loss verified.

Packages marked delivered

If tracking shows delivered but the package cannot be located, please check all entrances, mail areas, parcel lockers, household members, neighbors, building staff, and the carrier, then notify Customer Support promptly. American Alpha Labs is not responsible for theft or loss occurring after confirmed delivery to the address provided at checkout.

06Damaged, Incorrect, Or Missing Items

Inspect the shipment promptly on delivery. Claims involving an item damaged in transit, an incorrect item, or a missing item must be reported to Customer Support within seven (7) calendar days of the carrier’s delivery confirmation.

The claim must include the order number; a clear description of the issue; clear photographs of the shipping box, shipping label, internal packaging, and affected items; and any other information reasonably requested to verify the claim.

Keep the products and all original packaging until the claim is resolved. Do not discard, alter, open, or use an affected item unless instructed otherwise. After verification we may provide a replacement, store credit, or refund. Where the error was ours or transit damage is verified, approved replacement shipping is provided at no additional charge.

07Returns And Exchanges

Due to the sensitive nature of research products and the inability to verify handling, storage, chain of custody, or product integrity after shipment, American Alpha Labs does not accept routine returns or exchanges. Products cannot be restocked or resold after leaving our controlled fulfillment environment.

The following are not eligible for return, refund, exchange, or replacement unless required by law:

• Opened, used, punctured, reconstituted, altered, or tampered-with products;
• Products removed from or returned without original packaging;
• Products handled or stored contrary to applicable instructions;
• Buyer’s remorse, change of mind, or accidental ordering after shipment;
• Normal visual characteristics of lyophilized research materials that do not establish a verified defect;
• Requests submitted outside the applicable reporting period;
• Damage or loss caused after confirmed delivery; or
• Orders affected by incorrect address or other information provided by the customer.

No return may be sent without prior written authorization. Unauthorized returns may be refused and will not automatically qualify for a refund or credit.

08Quality Concerns

Quality concerns must be reported within seven (7) calendar days after delivery and before the product is used, altered, reconstituted, transferred, or improperly stored. Include the order number, lot or batch information, photographs, a detailed description, and any objective supporting documentation.

We may request return of the affected unopened product or independent analytical documentation before reaching a decision. Claims based solely on subjective experience, expected physiological effect, or use outside the product’s stated research purpose do not establish a product defect.

09Order Changes And Cancellations

• Cancellation or modification requests must be submitted to Customer Support as soon as possible.
• An order may be cancelled for a full refund only if the request is received and approved before the order enters fulfillment or shipment processing.
• Once packed, assigned tracking, transferred to a carrier, or otherwise released for shipment, an order cannot be cancelled or modified.
• We may cancel an order for inventory or pricing errors, payment concerns, suspected fraud, legal or regulatory restrictions, or inability to fulfill. If we cancel after collecting payment, the amount charged for the cancelled portion is refunded.

10Approved Refunds

• Approved refunds are issued to the original payment method unless otherwise agreed or required by law.
• We generally initiate an approved refund within 5–7 business days. Your financial institution may require additional time to post the credit.
• Original shipping charges and expedited-service fees are non-refundable unless the refund results from our fulfillment error or law requires otherwise.
• Only the price actually paid for an approved item is refundable. Discounts, promotional value, and redeemed benefits have no separate cash value.

11International Orders

International shipping is available only when offered at checkout. The purchaser is the importer of record and is responsible for determining whether the products may lawfully be imported, possessed, and used for their intended research purpose in the destination jurisdiction, and for permits, duties, taxes, brokerage charges, customs fees, and compliance with all applicable laws.

Customs processing may delay, inspect, refuse, seize, or return a shipment. Unless required by law or expressly covered by a written shipping-protection program, American Alpha Labs is not responsible for customs delays, refusal, seizure, destruction, or charges.

12Research-Use Restriction

Products and website information are not intended to diagnose, treat, cure, or prevent any disease or medical condition. American Alpha Labs is not a pharmacy, compounding pharmacy, or healthcare provider, and is not a 503A or 503B compounding facility. The purchaser is responsible for lawful acquisition, handling, storage, use, and disposal by appropriately qualified persons and in accordance with all applicable laws, regulations, and safety requirements.

13Jurisdictional Restrictions

American Alpha Labs does not ship research compounds to California or New York. State regulations restrict the sale of research compounds in those jurisdictions to licensed institutions. Orders to these destinations are declined at checkout. Licensed research institutions in these states may contact us to discuss individual credential verification.

We reserve the right to refuse, limit, or cancel any order at our sole discretion, including orders that cannot be verified as research use or that originate from any jurisdiction where such sales are restricted or prohibited.

14Policy Acceptance And Applicable Law

By placing an order, the purchaser acknowledges having reviewed and accepted this policy. American Alpha Labs may update this policy prospectively; the version in effect when an order is placed will generally govern that order. Nothing in this policy excludes, restricts, or modifies any consumer right or remedy that cannot lawfully be excluded.

15Contact Customer Support