Refund & Reshipment Policy
Our commitment to fair resolution and customer satisfaction
Our Guarantee to You
Satisfaction Guarantee
Fair resolutions for order issues and delivery problems
At Xpress Chems, we stand behind our products and services with a comprehensive refund and reshipment policy designed to protect your investment and ensure your satisfaction. Our commitment to quality extends to how we handle any issues that may arise with your order.
We understand that reliable delivery and product quality are essential for your research. This policy outlines our procedures for addressing order issues while maintaining compliance with safety regulations and industry standards.
When You're Eligible for Refund or Reshipment
Non-Delivery
If your order doesn't arrive within the expected delivery timeframe, you may be eligible for a full reshipment or refund after investigation.
Wrong Item Sent
If you receive an incorrect product, we'll arrange for reshipment of the correct item or provide a full refund at your discretion.
Damaged in Transit
Products damaged during shipping qualify for replacement or refund. Documentation may be required for verification.
Missing Items
If your package arrives with missing components from your order, we'll ship the missing items or issue a partial refund.
Seizure by Authorities
In rare cases of customs seizure, we offer one-time reshipment with alternative packaging or discreet shipping methods.
Processing Errors
For orders incorrectly processed due to system errors, we provide full refunds or immediate correction of the issue.
Our Refund Resolution Process
Report Issue
Contact our support team within 48 hours of delivery with order details and evidence
Investigation
Our team reviews your claim and may request additional information or documentation
Resolution Offer
We propose a solution - typically reshipment for delivery issues or refund for product problems
Implementation
Once agreed, we process your reshipment immediately or refund within 3-5 business days
Change of Mind
We cannot accept returns or issue refunds for orders where researchers simply change their research direction or no longer need the products.
Incorrect Ordering
Refunds are not available for orders where incorrect items were selected by the customer during the ordering process.
Research Results
We cannot issue refunds based on research outcomes, experimental results, or product performance in specific applications.
Improper Storage
Products damaged due to improper storage, handling, or use contrary to provided guidelines are not eligible for refund.
Delayed Reporting
Issues reported more than 48 hours after delivery cannot be processed due to verification limitations.
Partial Usage
Products that have been opened, used, or partially consumed cannot be returned or refunded for safety and regulatory reasons.
Reshipment Options & Procedures
When delivery issues occur, we prioritize getting your research materials to you as quickly as possible. Our reshipment process is designed to be efficient and responsive to your needs.
Reshipments are typically processed within 24 hours of claim approval and include full tracking information. We monitor reshipments closely to ensure successful delivery.
Quick Resolution
We prioritize fast reshipment to minimize disruption to your research timeline
Shipping & Order Processing
Fast Processing
Orders are typically processed and shipped within 24 hours of payment confirmation
Global Delivery
We ship from both USA and Netherlands locations for optimal worldwide delivery times
Discreet Packaging
All shipments use discreet packaging with no company or product identifiers
Multiple Carriers
We work with USPS, DHL, FedEx, UPS and regional carriers for reliable delivery
Express Options
Express shipping available with approximately 2x faster delivery times
Free Express Shipping
All orders over $250 qualify for free express shipping automatically
Need to File a Claim?
Our dedicated support team is available around the clock to assist with refund and reshipment requests. We're committed to resolving issues quickly and fairly.
To file a claim, please contact us with the following information:
- Your order number and date of purchase
- Detailed description of the issue
- Photos or documentation if applicable (damaged items, etc.)
- Your preferred resolution (reshipment or refund)
All claims must be submitted within 48 hours of delivery for proper investigation.
Our Satisfaction Guarantee
At Xpress Chems, we believe in standing behind our products and services. While the nature of research chemicals requires specific limitations on returns, we're committed to fair resolution of legitimate order issues.
We've designed this policy to protect both your research interests and our ability to maintain compliance with industry regulations. Our team is dedicated to investigating each claim thoroughly and providing appropriate solutions that minimize disruption to your important work.
Committed to Your Research Success
Need Help With Your Order?
Our support team is available 24/7 to assist with refund requests, reshipments, or any order-related questions