Factory-sealed products may qualify for return within 14 calendar days. Opened products cannot be returned, and verified order issues follow a separate 48-hour claim process.
The short version
This summary helps you find the rule. The complete policy below controls.
- Opened products cannot be returned
- A product is final sale after its product packaging, closure, seal, or tamper evidence is opened or compromised, or the material is used or altered.
- Sealed returns have a short window
- Request authorization within 14 calendar days after delivery and ship the eligible return within seven calendar days after authorization.
- Report verified problems quickly
- Loss, transit damage, and wrong or missing items require a complete claim within the published 48-hour deadline.
A factory-sealed, unused, unaltered product may qualify for return when you request written authorization within 14 calendar days after delivery. Fulfillment and transit problems follow the separate 48-hour claim process below.
1. Scope
This Policy applies to every research-material order Stack Research accepts unless the accepted order terms expressly state otherwise. A support message, documentation request, quotation, or other correspondence does not create a purchase; an order must be submitted through an authorized checkout or order process.
2. Opened products are final sale
We do not accept a return after the product itself has been opened. A product is opened when a product carton, pouch, vial, bottle, cap, closure, seal, or tamper-evident feature has been opened, broken, removed, or compromised, or when the material has been used, reconstituted, transferred, relabeled, altered, or mixed. Opening only the outer carrier parcel is permitted when the product packaging and tamper evidence remain intact. An opened product is not eligible for a discretionary return, refund, credit, or exchange. Rights that cannot lawfully be limited remain intact.
3. Eligible unopened returns
A product may qualify for return only when all of the following are true: support receives the request within 14 calendar days after the carrier’s delivery scan; Stack Research issues written return authorization before shipment; the exact product, SKU, configuration, lot, and quantity from the order are returned; the product is unused and unaltered; every product package, closure, seal, and tamper-evident feature remains intact; the original product packaging and readable labels are present; the customer followed the stated storage and handling terms; and the return is shipped with tracking within seven calendar days after authorization. Eligibility is confirmed only after the authorized return is received and inspected.
4. Items that do not qualify
We do not accept opened products, partially used products, products with broken or missing seals, products removed from or missing original product packaging, relabeled or altered products, products with unreadable lot or identity information, products damaged or improperly stored after delivery, unauthorized returns, late requests, or returns shipped after the authorization deadline. A product identified as nonreturnable in the accepted order is also ineligible except where applicable law requires otherwise. Promotional or no-charge items have no refundable cash value.
5. Cancellations and order changes
Review the product, configuration, quantity, recipient, and delivery address before submitting an order. Send a cancellation or change request immediately. We may honor it before payment processing, fulfillment release, label production, or another stated point of no return, but cancellation or modification is not guaranteed. If Stack Research cannot fulfill an accepted prepaid order, we will provide the delay option, cancellation, or refund required for the unshipped amount.
6. How to request an unopened return
Email support@stack-research.com from the order email. Include the order number, exact item and lot, reason for return, confirmation that the product packaging and tamper evidence remain intact, confirmation that the stated storage terms were followed, and clear photographs of the unopened product and labels. Do not ship anything until support sends written authorization and routing instructions.
7. Return shipping and refund amount
For an eligible discretionary return, the customer pays for tracked return shipping and bears the risk of loss until the authorized return reaches the designated address. Use protective packaging appropriate for the product and consider carrier insurance. After inspection and acceptance, the refund covers the price actually paid for the accepted returned item and applicable tax. Original outbound shipping, expedited service, shipping protection or insurance, and return-shipping costs are not refundable unless Stack Research caused the return or applicable law requires otherwise.
8. Problems eligible for the claim process
The unopened-return window is separate from the order-issue claim process. A timely claim may be reviewed when tracking does not show delivery, a parcel or item arrives visibly damaged, Stack Research sends an incorrect item, an item is missing from a delivered parcel, or a stated product-specific packaging or temperature standard was not met. Every complete claim is reviewed against the available order, fulfillment, carrier, inventory, lot, product, insurance, and supporting records.
9. Claim deadlines
Inspect the parcel immediately. Report visible damage, an incorrect or missing item, a seal or labeling problem, or a supported product-specific temperature concern in writing within 48 hours after the carrier’s delivery scan. Report a parcel that tracking does not show as delivered within 48 hours after the carrier’s expected-delivery date. A longer period applies when the accepted order terms or applicable law require it.
10. Required claim evidence
Email the order number, carrier and tracking status, affected product and lot, requested outcome, and clear photographs of the shipping label, outer and inner packaging, seals, all product labels, and every affected item. For a temperature concern, state when the parcel was received and include any available cold-pack, temperature-indicator, or data-logger evidence. Preserve the complete parcel and contents until we finish the review or authorize disposal. Missing or late evidence may prevent verification.
11. Verified remedies
If a timely claim is verified, Stack Research will determine an appropriate remedy based on the issue, available inventory, accepted order terms, and applicable law. The remedy may be replacement or reshipment, credit for the affected amount, refund of the affected amount, or another required remedy. Shipping protection and carrier claims may be replacement-first. A remedy for one verified problem does not create a general return right or precedent for another claim.
12. Temperature claims
Warm packaging, a thawed cold pack, or an ambient parcel temperature does not by itself establish that material is compromised. We evaluate a claim only against the product-specific packaging, transport, storage, stability, or temperature-control representations included in the accepted order and supported by the relevant records. Stack Research does not promise a cold chain or temperature range unless it is expressly stated for that order.
13. Customer-controlled events
Except where the accepted order terms or applicable law require otherwise, the order-issue claim process does not cover a customer-supplied error in product, configuration, quantity, address, recipient, access, research requirement, or delivery instruction; refusal or failure to collect delivery; ordinary carrier delay; loss after supported delivery to the supplied address; improper storage, handling, transfer, or use after delivery; or prohibited, personal, human, veterinary, or unlawful use. An eligible unopened return may still be requested under Sections 3 through 7.
14. Written authorization, returns address, and permanent quarantine
Do not mail, deliver, or attempt to return material without written authorization. After authorization, follow the supplied packing and routing instructions and send the approved return to:
Stack Research LLC — Returns
312 W 2nd St PMB 5016
Casper, WY 82601, USA
This PMB receives authorized returns only. It is not a public pickup, fulfillment, inventory, office, or laboratory location. Every returned research material is permanently quarantined and never restocked, resold, or shipped to another customer, even when it remains factory-sealed. Unauthorized returns may be refused and do not create eligibility for a refund, credit, or replacement.
15. Return-to-sender packages
A package returned because of an address error, refusal, failed collection, access restriction, or another customer-controlled event is not an authorized unopened return and is not automatically refundable. Any approved reshipment, replacement, credit, or refund may exclude nonrecoverable shipping, fulfillment, insurance, disposal, and payment-processing costs where permitted. Returned material remains subject to permanent quarantine.
16. Refunds and payment disputes
For an approved card refund, we submit the refund through the card provider, ordinarily within five business days after approval or, for an eligible unopened return, after inspection and acceptance. The card issuer controls when it appears. Cryptocurrency refunds require review of the original transaction; the available method, amount, and timing depend on the payment record and provider process. We will explain the proposed crypto refund before processing it. If the original payment route cannot receive a refund, we will arrange a lawful alternative. Contact support@stack-research.com first so we can investigate and document the issue. This request does not restrict a dispute or refund right that cannot lawfully be waived. See the Payment & Billing Policy for refund timing by payment method and the statement descriptor to expect.
17. Contact
Send return requests and claims to support@stack-research.com. Support is available Monday through Friday, 9:00 a.m. to 5:00 p.m. Eastern Time, excluding U.S. federal holidays, and we aim to send an initial response within one business day. A complete request or claim is recorded when it reaches our inbox, even if our reply follows during the next support period. Do not include patient information, medical records, payment-card numbers, or other unnecessary sensitive information.
18. Business information
Stack Research LLC issues this policy. Use the email below for questions. The registered business address and mailing address serve different purposes.
Stack Research LLC, a Wyoming limited liability company
Registered business address: 30 N Gould St Ste R, Sheridan, WY 82801-6317, USA
Business mailing address: 7901 4th St N #29260, St. Petersburg, FL 33702, USA
Email: support@stack-research.com
Support hours: Monday through Friday, 9:00 a.m. to 5:00 p.m. Eastern Time, excluding U.S. federal holidays