The short version
Cancel before your order enters processing for a full refund. After processing begins, refunds are limited to specific cases: damaged on arrival, incorrect item shipped, lost by the carrier, or cancelled by Apothify on compliance review. Because every product is supplied for laboratory research use only, general "changed my mind" returns are not accepted once the package has shipped.
Cancelling before processing
You may cancel an order at no cost any time before it enters processing. Email support@apothify.com with the subject line "Cancel order" and the order number from your confirmation email. We will confirm the cancellation and refund the payment to the original payment method. Once an order enters processing (warehouse pick, label generation, or carrier pickup), cancellation may not be possible. Card processing capture typically begins within fifteen minutes of order placement during business hours.
Damaged on arrival
If a product arrives with visible damage to the vial, packaging, or seal, report it within 72 hours of the delivery scan by emailing support@apothify.com with the order number, a description of the damage, and clear photographs of (a) the outer packaging, (b) the inner packaging, and (c) the damaged item. We will replace the item at no charge, or refund the item if a replacement is not available. Keep the original packaging and product until the claim is resolved.
Incorrect item shipped
If the SKU, size, or quantity in the shipment does not match the order, report it within 72 hours of the delivery scan by emailing support@apothify.com with the order number and a photograph of the items received next to the packing slip. We will ship the correct item at no charge and provide a prepaid return label for the incorrect item.
Lost packages
If the tracking shows the package was delivered but you did not receive it, first (a) check with neighbors and household members, (b) confirm the shipping address on the order, and (c) wait 24 hours, as carriers sometimes scan packages as delivered before the actual delivery. If the package is still missing after 24 hours, file a claim by emailing support@apothify.com within 7 days of the delivery scan. We will open a trace with the carrier and either reship or refund the order based on the outcome of that trace.
If tracking shows the package is in transit but movement has stopped for more than 7 business days, contact us and we will open a trace with the carrier.
Defective product
If a product appears to fail an expected specification (for example, the listed purity on the COA does not match what your lab measures within reasonable analytical variance), contact support@apothify.com within 30 days of delivery with your analytical method, raw data, and the lot number printed on the vial. We will investigate with the manufacturer and either replace the lot, issue a credit, or refund the item depending on the finding.
Returns we cannot accept
Because every product is a reference compound supplied for laboratory research use, returns are not accepted in the following cases:
- The customer changed their mind after the package has shipped
- The customer ordered the wrong SKU and the order has already shipped
- The package was refused at delivery without a damage or compliance reason
- The product was opened, reconstituted, partially used, or otherwise altered, except in connection with a damage or defective product claim
- The claim is made more than the windows stated above (72 hours for damaged or incorrect, 7 days for lost, 30 days for defective)
If a return is rejected, the original payment is not refunded and the product is not eligible for replacement.
Refund routing and timing
Refunds are returned to the original payment method whenever possible. Card refunds typically post within 5 to 10 business days of approval, subject to your bank. ACH refunds typically post within 3 to 5 business days. Cash App refunds post immediately to the Cash App account that paid. Crypto refunds are returned to the originating wallet at the spot rate on the date of refund and may differ from the dollar amount you paid due to network volatility. Check and money order refunds are returned by paper check to the billing address on the order, mailed within 14 business days of approval.
Partial refunds
If only part of an order is eligible for a refund (for example, one of three items arrived damaged), the refund is calculated as the eligible item subtotal plus any proportional taxes and proportional shipping for that item.
Manual payment timing
Check and money order payments may require an additional 10 to 14 business days for mail delivery, verification, deposit, and clearing before the order enters processing. Cancellation windows are calculated from the date the order enters processing, not from the date the order was placed, when the payment method is a check or money order.
Compliance cancellations
Apothify may cancel any order at its discretion based on compliance review, address verification, watchlist screening, or product mix review. If an order is cancelled after payment, the full payment is refunded to the original method within 7 business days of cancellation. Apothify is not required to explain the reason for a compliance cancellation beyond confirming that it occurred.
Chargebacks before contacting us
If you have any concern about an order, email support@apothify.com first. Most issues are resolved within one business day. Filing a chargeback before contacting us is more expensive for everyone and locks up your money for weeks while the bank investigates. The Chargeback Policy has additional detail.
Updates to this policy
Apothify may update this policy from time to time. The version stamp at the top of this page reflects the current version. The version in effect for any given order is the version you accepted at checkout for that order.
Contact
Refund and return questions should be directed to support@apothify.com with the order number from your confirmation email.
NoteThis page is provided for information only. It is not legal advice. If you have a specific legal question, consult an attorney licensed in your jurisdiction.
