Shipping Policy
Poet Labs provides fast and secure shipping on domestic orders.
We offer the following shipping options:
- Free USPS Priority Shipping on all U.S. orders over $250
- USPS Priority
- UPS Ground
- UPS 2 Day — 2 business days
- UPS Air Overnight — available by email request only
We fulfill orders Monday through Friday, excluding federal holidays.
Orders placed before 2:00 PM EST are typically processed the same business day. Orders received after this time may be processed and shipped on the following business day.
Once your order has been processed, you will receive an email confirmation containing your tracking information.
All shipments are professionally packaged using thermally protective materials intended to help preserve product integrity during transit.
Shipping carriers, rates, and delivery timeframes are subject to change without notice. Poet Labs reserves the right to substitute a shipping method with one of equal or greater speed when necessary.
Domestic Shipping Only
Poet Labs currently ships exclusively within the United States.
Customers are responsible for confirming that the products they order are legally permitted in their jurisdiction.
Poet Labs assumes no liability for shipments that are delayed, seized, refused, or otherwise affected by third-party carriers or applicable authorities.
Returns & Refunds
Because our products are intended solely for laboratory research, Poet Labs maintains a strict return policy to protect product integrity and chain of custody.
However, we are committed to customer satisfaction and will work with customers in good faith when an eligible issue occurs.
Return Eligibility
You may request a return, refund, or replacement within 14 days of confirmed delivery under the following conditions:
- The item(s) received were damaged, mislabeled, or incorrect due to an error on our part.
- The product(s) remain unopened, unused, and in their original condition.
To request assistance, email support@poetlabs.co with:
- Your order number
- A clear photo showing the damage or incorrect item
- A brief description of the issue
After reviewing your request, Poet Labs will determine the appropriate resolution and, where applicable, arrange a replacement shipment.
Returns Will NOT Be Accepted For
Products Intended for Unauthorized Use
Products suspected of being purchased or used for human or animal use are not eligible for return, refund, or replacement. Such use is strictly prohibited under our Terms and Conditions.
Opened, Tampered With, or Improperly Stored Products
Items that have been opened, tampered with, or stored improperly cannot be returned.
Because our research materials may be sensitive to environmental conditions, once a product leaves our custody, we cannot independently verify its handling, storage, integrity, or stability.
Resale or Repackaging
Purchases made with the intent to resell, repackage, relabel, or redistribute products are not eligible for return.
All purchases are intended for qualified, in-house research use only.
Buyer’s Remorse or Accidental Purchases
Returns are not accepted for buyer’s remorse, accidental purchases, or changes of mind.
Due to product integrity and chain-of-custody requirements, products that have left our controlled environment cannot be returned to inventory.
Return Procedure
All returns must be approved by Poet Labs before anything is shipped back.
Approved returns must be accompanied by a Return Merchandise Authorization (RMA) number. Unauthorized returns may not be accepted.
If a return is approved, Poet Labs may provide a prepaid return label at its discretion.
Approved refunds will be processed to the original payment method within 5–10 business days after the returned product has been received and inspected.
Shipping costs are non-refundable unless the issue resulted from an error on our part.
Restocking Fee
A 20% restocking fee may apply to eligible non-defective returned items.
Risk of Loss
Once a package is marked as delivered by the shipping carrier, responsibility for the package transfers to the recipient.
Customers are encouraged to retrieve shipments promptly and follow the appropriate storage requirements upon delivery.
Claims relating to carrier-related loss, delay, or damage should be directed to the applicable shipping carrier.
Refund Timeframe
Approved refunds should generally post to your account within 10–15 business days, depending on the payment method used and the processing policies of your financial institution or card issuer.
Bulk and Special Orders
For bulk purchases or special orders, please contact Poet Labs at support@poetlabs.co.
Our customer support team will review your request and work with you regarding available options.
Abuse Policy
Any attempt to abuse or exploit our shipping or return policy—including fraudulent claims, false damage reports, payment disputes, or other deceptive activity—may result in account termination and refusal of future orders.
Poet Labs reserves the right to investigate suspected abuse and take appropriate action where permitted by applicable law.
