Refund & Return Policy

1. Our guarantee

We stand behind every order. We will send a replacement or issue a refund where:

• The wrong item or wrong strength was sent
• An item is missing from your order
• A vial arrives damaged, broken or leaking, or with its seal compromised
• A shipment is confirmed lost in transit by the carrier
• A sealed vial is shown not to match its label, as set out in section 4

2. How every order is documented

Before any order leaves us, the lot number of every vial is recorded against your order number and the packed order is photographed with every seal intact. Local courier deliveries are photographed again at your door, and every USPS shipment is tracked from dispatch to delivery.

These records are kept with your order. They are how we settle a genuine claim quickly, and how we answer any claim that does not match them.

3. Making a claim

Contact us within 7 days of pickup, delivery or carrier-confirmed delivery and include:

• Your order number
• Photographs of the package as it arrived, including the shipping label
• Photographs of each affected vial showing its label, lot number and seal

Keep the vials and all packaging until the claim is resolved. We may ask you to return an affected vial, at our expense, so that we can inspect it.

4. Identity and purity claims

Every vial we supply is sealed with a crimped aluminum cap and flip-off top and carries a lot number. If you believe a vial does not contain what its label states, the claim must meet all of the following:

• The vial was sent to the laboratory unopened, with its original seal intact
• The testing laboratory is independent and accredited to ISO/IEC 17025 — see our comparison of testing laboratories
• The laboratory’s report states the lot number and confirms the seal was intact when the sample was received
• The lot number matches the lot recorded against your order

We will review the report and may test sealed vials from the same lot ourselves. Where a claim is confirmed, we refund or replace every affected vial from that lot on your order.

A claim cannot be accepted for a vial that was opened, unsealed or altered before testing, or on testing that does not meet these standards, because the contents of that vial can no longer be traced to us.

5. Why we never restock returned product

Every vial you receive has come straight from our controlled stock and has never been in another customer’s hands. We can only promise that by never returning product to stock once it has left us — so product cannot be sent back for a change of mind. That rule protects every customer, and it does not limit the guarantee in section 1.

6. Changing or cancelling before dispatch

If you need to change or cancel an order, call (406) 799-0812 as soon as possible. If we have not yet packed and dispatched it, we will do our best to accommodate you. Once it has been dispatched or handed to a courier, section 5 applies.

7. Out-of-stock items

If you order something that turns out to be unavailable, we will contact you before processing and you may substitute it, wait for restock, or have that portion of the order cancelled and refunded in full.

8. Refused, undeliverable and unclaimed orders

If a shipment is returned to us because the address given was incorrect or incomplete, because delivery was refused, or because it went unclaimed, the order value less shipping may be refunded once the parcel is back in our hands and its condition assessed. Re-shipping is charged at the current rate.

9. How refunds are issued

An approved refund is returned by the method you paid with wherever possible, and otherwise by an agreed alternative. Card refunds are issued to the original card and typically appear within 5 to 10 business days depending on the issuer. Processing fees on card orders are not refundable, as they are charged to us and are not recoverable.

10. Talk to us first

If something has gone wrong, call or email before taking any other step. We are a small, independently owned business in Great Falls and you will reach a person who can actually resolve it. We would rather fix a problem directly than have it escalate, and we have never found a situation that a phone call could not start to sort out.