Complaints & Returns

Please include as much information in your request as possible. Providing information such as Invoice and/or Order number will ensure prompt and accurate resolution.

Complaint Category Definitions

Product Performance - the product does not work/function/yield a correct result
(Examples include: false positive, false negative, invalid results, microbial contamination, appearance is out of specification such as a bubble in agar, color is too light/dark, etc.)

Product Packaging - the bottling/kitting/packaging/labeling is faulty
(Examples include: leaky bottles, missing or incorrect expiry dates, incorrect fill levels, faulty seals, and foreign objects in product, etc.)

Order/Delivery - issues with order entry, pricing, how the product was shipped and carrier issues
(Examples include: missing products, incorrect products, not packed for shipment properly, sent to incorrect location, short-dated/expired product, carrier-caused damage, etc.)