I. Order Processing
Orders begin as a request. After you submit the order request form, we review it, confirm availability and batch documentation, and reply by email with pricing and estimated lead time. Nothing is dispatched and no payment is arranged until you confirm you wish to proceed.
Once an order is confirmed and payment has cleared, orders are typically prepared for dispatch within one to two business days. Orders confirmed on weekends or public holidays are processed on the next business day.
II. Shipping Region
Reta Research LLC conducts business within the United States only. We do not accept, fulfil, or forward international orders, and we cannot advise on import requirements in other jurisdictions.
III. Packaging and Handling
Materials are supplied lyophilised and packaged to protect them in transit. Storage conditions for each product are stated on its product page and on the label. On receipt, inspect the shipment promptly and transfer material to the stated storage conditions.
A certificate of analysis is generated for every batch. It is not enclosed with shipments by default — request it with your order or at any time afterward and we will send the certificate covering the lot number printed on your vial. If the two do not match, contact us before using the material.
IV. Transit Times and Delays
Transit times are estimates provided by the carrier and are not guaranteed. Once a shipment has been handed to the carrier, delivery is outside our control. Reta Research LLC is not responsible for carrier delays, weather disruptions, or delivery failures arising from an incorrect or incomplete address supplied by the customer.
If a shipment appears lost or significantly delayed, contact us and we will assist in tracing it with the carrier.
V. Returns
Due to the sensitive nature of research materials and the need to maintain strict quality control, all sales are final once an order has been processed. Returns and exchanges are not accepted. The integrity of a material cannot be verified once it has left our control, and we will not resupply material that has been outside our chain of custody.
VI. Damaged or Incorrect Items
If an order arrives damaged in transit, or you receive an item that does not match your confirmed order, notify us within five (5) business days of delivery at retaresearchllc@gmail.com. Please include:
- Your name and the order or quotation reference
- The lot number printed on the vial
- Photographs of the outer packaging, the inner packaging, and the item itself
- A short description of the problem
Upon verification of the issue, we will provide a replacement or a refund at our discretion. Claims made after five business days cannot be verified against the condition at delivery and may not be accepted.
VII. Material Not Meeting Specification
If your own analysis indicates that material does not meet the specification stated on its certificate of analysis, contact us with your analytical data — request the certificate for your lot if you do not already have it. Where a discrepancy is confirmed, we will replace or refund the material. We would rather be told than not — this is how a documentation problem gets found.
VIII. Cancellations
An order request may be withdrawn at any time before you confirm acceptance of our quotation, at no cost and for no reason. After confirmation, cancellation is possible only if the order has not yet been dispatched; contact us as soon as possible. Where an order is cancelled prior to shipment, any payment received will be returned, unless the cancellation relates to suspected fraud or a policy violation.
IX. Refused and Undeliverable Shipments
Shipments refused at delivery or returned as undeliverable due to an incorrect address supplied by the customer are not eligible for refund, as the storage conditions of the material during the return journey cannot be established.
X. Contact
Questions about shipping, delivery, or a problem with an order should be sent to retaresearchllc@gmail.com.