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Shipping and Return


Most product orders are shipped within 2 business days. Service projects vary depending on their turnaround time which is defined in individual proposal. To avoid weekend and holiday delivery, domestic and international shipments may be re-scheduled based on transit time. A tracking number will be informed to you via email.

The shipping costs of all international orders are based on FOB (Gaithersburg, Maryland, USA) and will be informed to customers in advance.

Your satisfaction is the highest priority to us. Any products and/or service deliverables are returnable and refundable. Please follow these steps:

1. All returns must be called or emailed for a return authorization number prior to a shipment to ensure proper handling of your return. Due to nature of biological products, we may replace products without return if you provide necessary technical proofs. All return authorization numbers are valid for 30 days.

2. All returns are permitted within 30 days from the date of receipt of products. Returned products will be accepted if all conditions below are met. Shipping and handling charges are not refundable. We are not responsible for any shipping charges of products being returned to us.
  • All returns must include original box, packaging list, and all instructional booklets and menus.
  • All returns must include all the accessories which come with the item if applicable.
  • All returns must be authorized by the company. Call or email for authorization number and instructions prior to shipping products back.  Enclose a brief letter of explanation of return and state your request for either a refund or an exchange. Please include the authorization number on this letter and not on the outside of the box.