returns & refunds.

The short version: if we got your order wrong, or it arrived damaged, we make it right. If you have not opened the vial and it is within 30 days, talk to us. Once a research vial has been opened or reconstituted we cannot take it back, because we can no longer certify what is in it — and certifying what is in the vial is the entire product.

Whatever the situation, email us first. A human answers support@verveee.us around the clock, and almost everything is solved the same day.

cancelling an order

You can cancel any order for a full refund at any point before it ships. Orders placed before 2pm CT on a business day usually ship the same day, so reach us quickly — email support@verveee.us or call or text (213) 302-6459 with your order number. If the label is already printed we will tell you, and you can either accept the shipment or refuse it at delivery (see below).

damaged, incorrect, or missing items

If your order arrives damaged, incomplete, or is not what you ordered, tell us within 14 days of delivery and we will replace it or refund it — your choice. Send:

1. your order number;
2. a clear photo of the vial or item;
3. a photo of the outer packaging and shipping label.

The packaging photo matters because a transit-damage claim with the carrier has its own deadline, and we cannot file one without it. We do not ask you to ship a damaged item back before we make it right.

packages that never arrive

If tracking shows delivered and you do not have the package, tell us within 14 days of the delivery scan. We will open a carrier trace and, in most cases, reship or refund without waiting for the trace to close. If tracking has not moved for several days, write in and we will chase it for you — you do not have to.

unopened returns

Unopened, unreconstituted product in its original packaging can be returned within 30 days of delivery. Email support@verveee.uswith your order number to get a return authorization before sending anything back; packages returned without one cannot be matched to an order and cannot be refunded. Approved returns are refunded to the original payment method after we receive and inspect them. Return shipping is the customer's cost unless the error was ours, in which case we pay it.

what we cannot take back

• opened or reconstituted vials — once a seal is broken the contents can no longer be certified against the batch COA, and we will not resell or re-certify a unit we cannot stand behind;
• product that was stored outside the conditions on the label after delivery;
• claims for damage or shortage made more than 14 days after delivery;
• returns requested more than 30 days after delivery;
• returns sent back without a return authorization.

refused and undeliverable packages

A package you refuse at delivery, or that is returned to us because the address given at checkout was incomplete or incorrect, is refunded for the value of the product once it reaches us. Outbound and return shipping on a refused or misaddressed package are not refundable. Please check your address at checkout — it is the single most common cause of a delayed order.

how refunds are issued

Refunds go back to the original payment method. We cannot send a refund to a different card, account, or person. Once we release a refund it typically appears in 5–10 business days, depending on your bank; that part of the timeline is the issuing bank's, not ours. We email you the moment a refund is released, so if you have that email and the credit has not landed yet, it is in transit at your bank.

Discounts and promotional credits are applied proportionally across a partial refund. Shipping is refunded only where the error was ours.

talk to us before disputing a charge

If something is wrong with your order, please give us 7 days to fix it before filing a dispute with your bank. We answer support@verveee.us around the clock and (213) 302-6459 during business hours, and we would rather refund you directly and immediately than have both of us wait weeks on a card network.

Nothing here limits any right you have under your card issuer's rules. It is simply faster: a dispute takes your bank up to 90 days to resolve, and an email to us usually takes an afternoon.

questions

Email support@verveee.us or call or text (213) 302-6459. See also our shipping policy, terms of service, and research-use disclaimer.