Destinations and transit estimates
We currently ship only to valid addresses in the United States, including Alaska, Hawaii, the District of Columbia, and supported U.S. territories. Available services and charges are calculated after you enter a destination during checkout. We do not currently ship internationally.
| Destination | Tracked standard | Tracked express |
|---|---|---|
| Contiguous United States | 7–10 business days | Coming soon |
| Alaska, Hawaii & U.S. territories | 7–10 business days | Coming soon |
How to read these estimates
Order processing, delays, and tracking
Paid orders are reviewed before fulfillment, including the delivery address, inventory, product handling requirements, and research-use acknowledgement. We send tracking to the order email address when the parcel is dispatched. Signed-in customers can also follow available order milestones from their account; guests can use the secure link in their order email or the order lookup.
If we cannot ship within a date specifically promised with your order, we will notify you and offer the choice required by applicable law: consent to a revised shipment date or cancel the unshipped order for a prompt refund. If no shipment date is stated, the order will be shipped within the legally required period or handled through that same delay process.
Packaging and order condition
Orders are packed for traceability and according to the handling needs of the materials purchased. Product identity, lot information, and available certificate documentation should be checked before the material is used in research.
- On arrival: Compare the products, quantities, seals, and lot details with the packing information.
- Keep the evidence: Retain the shipping carton, labels, inserts, and product packaging until any concern is resolved.
- Do not use questionable material: If a seal is broken, the parcel is damaged, or the identity does not match, isolate the item and contact us.
Address changes and cancellations
Email orders@retagrade.com as soon as possible with your order number. We will try to update or cancel an order that has not entered fulfillment, but changes are not guaranteed after payment. An address cannot be changed after carrier acceptance; rerouting, if available, is controlled by the carrier and may involve an additional charge.
A cancellation is complete only when we confirm it. Approved refunds are returned to the original payment method, not issued as store credit unless you expressly request and agree to that alternative.
Damage, missing items, and delivery issues
Contact us promptly after delivery—preferably within five calendar days—if an order arrives damaged, incorrect, incomplete, or with a compromised seal. Include the order number, a description of the issue, and clear photos of the parcel, shipping label, packaging, affected item, and lot information. This requested notice period helps us preserve carrier claims; it does not reduce any non-waivable right you have under applicable law.
- Marked delivered but missing: Check the delivery location, household or receiving staff, and carrier notice, then contact us so we can open a trace.
- Tracking has stopped: Contact us if tracking remains unchanged beyond the displayed delivery window so we can investigate with the carrier.
- RetaGrade error or transit damage: After review, we will provide an appropriate replacement, refund, or other remedy at no additional product or return-shipping cost.
Return eligibility and refunds
All returns require written authorization before shipment. Do not send material to the address on a carrier label; support will provide the correct instructions and, when RetaGrade is responsible, a return label. Unauthorized parcels may be refused.
- Research materials and temperature-sensitive goods: For integrity, traceability, and safety reasons, these are final sale after dispatch except when damaged, defective, incorrect, or returnable under applicable law.
- Unopened non-chemical accessories: An unused item in its original sealed packaging may be requested for return within 14 calendar days of delivery. Customer-paid return shipping may apply when the return is not due to our error.
- Refund timing: Approved refunds are submitted to the original payment method within seven business days after approval or, when a physical return is required, after inspection. Your financial institution may need additional time to post the credit.
Original delivery or handling charges are refundable when required by law or when the complete order is cancelled because we cannot ship it. Otherwise, those charges and voluntary return-shipping costs are non-refundable unless we confirm an error on our part.