Tier One Biosystems — Shipping, Returns & Policies
Last Updated: August 1, 2025
1) Shipping & Delivery
Processing Time
- Orders are typically processed and handed to carriers within 1–2 business days (Mon–Fri, excluding holidays).
- High order volume or backordered items may add additional time.
- You’ll receive a shipping confirmation email with tracking once your order departs. (Check spam/junk if missing.)
Carrier Partners
We ship via USPS, UPS, and FedEx. Once a package is transferred to the carrier, transit speed and handling are outside our direct control; we’ll monitor and assist with issues where possible.
Tracking Your Order
For the most accurate, real-time status, please use your tracking number on the carrier’s website.
Shipping Insurance (Included on All Orders)
All shipments are insured against carrier loss or carrier-caused damage during transit.
Lost Packages
- We must allow 20 business days from carrier pickup before declaring a shipment lost and filing an insurance claim.
Damaged Packages
- If your order arrives damaged, contact us within 3 days of delivery.
- Required for claims: clear photos of the product and packaging (inside and outside boxes).
Theft After Delivery
- Insurance does not cover theft after the carrier marks a package delivered.
- Tier One Biosystems is not liable for stolen packages confirmed as delivered by the carrier.
2) Returns & Refunds
All Sales Final — No Returns or Exchanges
Due to the sensitive nature of research-use materials, all sales are final. Please verify your order carefully before checkout.
Damaged or Suspected Defective Items
- Notify us within 3 days of delivery.
- Suspected purity/assay defects must be supported by an HPLC or equivalent CoA from an accredited U.S. laboratory; anecdotal claims cannot be accepted.
- Provide clear photos of any visible issues.
- Upon review and approval, we may, at our discretion, replace or refund the affected item.
Missing Items
- Report within 3 days of delivery with your order number and the missing SKU(s).
- We maintain internal pick/pack verification (checklists and photographs) to investigate. If verified, we’ll promptly ship the missing item.
Fraud Prevention
- We photograph packed orders with shipping labels prior to dispatch.
- Signature confirmation may be required for high-value orders.
3) Product Testing & Quality Guarantee
We stand behind the purity and identity of our materials.
If testing by an accredited third-party U.S. laboratory shows:
- Purity < 95%, or
- Quantity > 10% under the labeled amount,
we will cover the test cost and provide your choice of replacement, store credit, or refund for that product. (Anecdotal claims are not accepted.)
Important Notes
- For salt forms, labeled mass may include the entire salt; active moiety yield can be lower by design. It is the researcher’s responsibility to understand salt-to-base conversion/yield for each compound.
- We must be able to verify results directly with the testing facility by phone.
4) Chargeback Policy
Filing a chargeback without first contacting our support team is treated as a serious, potentially fraudulent action.
If you initiate a chargeback:
- Your account (name, email, address) may be permanently banned from future purchases at Tier One Biosystems and may be shared with a fraud-prevention network of vendors.
- We will contest the chargeback with order records, photos, and applicable policies.
- If a chargeback is reversed in your favor and later refunded by us for any reason, a $35 processing fee may be deducted from future orders or refunds to cover administrative costs.
5) Contact Us
We’re here to help. For shipment questions, damaged or missing items, or testing/quality concerns, contact us first so we can resolve the issue quickly.
Email: ops@tierone.bio