Refund & Returns Policy
Last Updated: October 2026
Cancelling an order
Email info@forgelabsusa.com with your order number as soon as possible. Orders are usually packed the same or next business day after payment is confirmed.
- Not yet shipped: we cancel it and refund you in full.
- Shipping label already created or shipped: the order can no longer be cancelled and is not eligible for a refund, except as described below.
- Unpaid Zelle orders are cancelled automatically if payment is not received within 72 hours.
No returns of research materials
Once an order has shipped, we cannot accept it back, opened or unopened. Research materials are temperature- and handling-sensitive, and we cannot verify how a returned product was stored, so it cannot be restocked or resold.
Please do not send products back to us. Packages returned without our written instructions will not be accepted or refunded.
Damaged, incorrect or missing items
Inspect your package as soon as it arrives. If something is broken, leaking, wrong or missing, email us within 48 hours of delivery with:
- your order number;
- photos of the outer box, the packing and the affected items, including labels;
- a short description of the problem.
Keep the packaging and items until we resolve the claim. Once we confirm the problem, we will send a replacement of the affected items at no charge or refund them, at our choice. Shipping on a confirmed claim is on us.
Claims reported after 48 hours, or without photos, may not be accepted. Damage caused after delivery, including improper storage or handling, is not covered.
Lost or undelivered packages
Orders ship by UPS 2nd Day Air with tracking, emailed when the order ships.
- Tracking shows delivered, but you don’t have it: check with neighbors, building staff and other entrances, then email us within 48 hours of the delivery scan. We will open a claim with the carrier.
- No tracking movement for 10 business days after shipping: email us and we will open a carrier claim.
If the carrier confirms the package was lost, we will reship the order or refund it. We are not responsible for packages stolen after the carrier confirms delivery to the address you provided.
Address errors and refused packages
We ship only to street addresses in the 50 U.S. states and Washington, D.C. Please double-check your address at checkout.
If a package cannot be delivered because the address was incomplete or incorrect, or because it was refused or not picked up, you may choose to have it reshipped at your cost (currently [$30] per shipment), or to receive a refund of the product price less the original shipping and handling and any carrier return fees. Contact us before the carrier returns the package so we can try to correct the address.
How refunds are issued
Approved refunds go back to the original payment method through our payment processor. We process them within 5 business days of approval; your bank or card issuer may take additional time to post them. Zelle payments are refunded by the processor according to its procedures.
Shipping charges are refunded only when the order is cancelled before shipping or the problem was our or the carrier’s fault.
If you dispute a charge with your bank before contacting us, we may suspend your account until the dispute is resolved. Please email us first; most problems are fixed faster that way.
Contact us
Email info@forgelabsusa.com with “Order #[number]” in the subject line. We reply within [1 business day].
Forge Labs, LLC · 2300 Pakenham Dr., Chalmette, LA 70043
This policy is part of our Terms & Conditions. Effective date: October 1, 2026.
All Forge Labs products are strictly intended for laboratory research use only and are not intended for human or veterinary use.