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Everything you need to know about how we ship, when to expect delivery, and how we handle order issues.
All orders placed before 3:00 PM PST on business days (Monday through Friday, excluding federal holidays) are fulfilled and shipped the same day. Orders placed after the cutoff or on weekends will ship on the next available business day.
Same-day shipping cutoff: 3:00 PM PST. Orders submitted after this time will be processed first thing the following business day.
Once your order is processed, you will receive an email confirmation containing your tracking number. Please allow up to 2 hours after cutoff for your tracking information to update in the carrier's system.
We currently ship to all 50 U.S. states. Shipping options and estimated transit times are as follows:
| Method | Estimated Transit | Notes |
|---|---|---|
| Standard Shipping | 3–5 Business Days | Available on all orders |
| Expedited Shipping | 2–3 Business Days | Available at checkout |
| Priority Overnight | Next Business Day | Order by 3 PM PST |
Transit times are estimates provided by the carrier and are not guaranteed. Prime 9 Labs is not responsible for delays caused by carrier disruptions, weather events, or peak shipping periods.
All Prime 9 Labs products are lyophilized (freeze-dried) powders and are stable at ambient temperatures for the duration of standard shipping. Products are packaged in sealed, pharmaceutical-grade vials and shipped in tamper-evident packaging.
For optimal longevity, we recommend refrigerating or freezing your products upon receipt according to the storage specifications listed on each product page and your accompanying COA.
A tracking number is emailed to you automatically once your order ships. Use this number to monitor delivery status directly on the carrier's website. If you have not received a tracking email within one business day of placing your order, please check your spam folder before contacting support.
For any tracking issues, contact us here with your order number and we'll look into it right away.
Once a shipment has been handed off to the carrier, Prime 9 Labs is not liable for delays caused by the carrier, customs, weather, or other circumstances outside our control. However, we will always do our best to help you resolve any issues.
At this time, Prime 9 Labs ships exclusively within the United States. We do not currently offer international shipping. International orders will not be accepted at checkout.
If you are an international research institution interested in our products, please contact us to discuss options.
Due to the nature of our products — research-grade biochemical reagents with strict quality and integrity requirements — all sales are final. We do not accept returns on opened or used products under any circumstances.
All sales are final. We cannot accept returns on research reagents once they have left our facility. If there is a problem with your order, please contact us within 48 hours of delivery.
We stand fully behind the quality of every product we ship. If your order arrives in a condition that does not meet our quality standards, we will make it right — see Section 8 below.
If you receive a product that is damaged, defective, or incorrect, you must notify us within 48 hours of delivery. To process your claim, please have the following ready:
Eligible claims will be resolved with a replacement shipment at no additional cost. We do not offer cash refunds on damaged orders but will always ensure you receive the correct, intact product you ordered.
Contact our support team and we'll get it resolved quickly.
For any shipping or order-related questions, our team is available Monday through Friday, 9 AM – 5 PM PST.