Support
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Every order includes a printed certificate of analysis for each lot it contains. Accepted orders are generally prepared for dispatch within one to two business days, excluding holidays. Materials stored at −20 °C or 2–8 °C ship in an insulated shipper with pre-conditioned cold packs, validated to hold temperature for 72 hours; ambient-stable materials ship in standard protective packaging. Each product page states which applies.
The purchaser is responsible for confirming that the materials may be lawfully imported and used at the delivery destination. Customs duties, brokerage charges and import taxes are the purchaser’s responsibility unless expressly shown as included at checkout. We may decline an order where delivery is restricted by law or unavailable through our carriers.
Check the packaging and vials on delivery, then store each vial as printed on its label and product page as soon as the box arrives. Allow cold vials to reach room temperature before opening so moisture does not condense on the material.
Unopened, ambient-stable materials may be returned within 30 days of delivery for store credit. Because we cannot verify how a material was stored after delivery, opened vials and temperature-sensitive materials cannot be restocked.
If an order arrives damaged, incorrect or inconsistent with its certificate of analysis, contact support@nuvamin.bio within 14 days of delivery with the order number, lot number and a photograph of the issue. We will replace the material or refund it; you will not need to return a damaged vial. This policy does not limit rights that cannot lawfully be excluded.
Orders can be changed or canceled free of charge until they are packed by emailing support@nuvamin.bio with the order number.
Carrier estimates are not guarantees. If tracking shows a material delay, loss or delivery exception, contact us promptly so we can open an investigation with the carrier and arrange a replacement where appropriate.