Returns Policy For Phiogen.is
Last updated: May 30, 2026
All Sales Are Final
A vial that has left our controlled storage can never come back into it — there is no way for us, or for the next researcher, to know how it was handled in between. So once an order ships, the sale is final: no returns, no exchanges. It is the only policy that keeps every vial on our shelves trustworthy.
Damaged or Incorrect Orders
Final sales don’t mean you eat our mistakes. If a vial arrives cracked, or the box holds something other than what you ordered, write to us within 48 hours of delivery — we’ll usually replace the affected item, or credit your account if you’d rather. Include your order number, and photos of the packaging and product as they arrived if you can manage them; they cut the back-and-forth considerably.
Non-Delivery & Tracking
Tracking information is emailed when your order ships. If tracking shows delivered but you have not received your package, or if a shipment appears lost in transit, contact us and we will work with the carrier to locate it or arrange a replacement.
Order Cancellations
Orders can be cancelled before they ship. Once an order has been dispatched, it can no longer be cancelled and is subject to this policy. If you need to cancel, contact us as soon as possible with your order number.
Refunds & Store Credit
Where a resolution involves a refund or store credit, it will be applied to the original order. Store credit is available immediately for future purchases; refunds to the original payment method may take several business days to appear depending on the payment provider.
How to Reach Us
For any returns or order issue, email support@phiogen.is with your order number. We typically respond within 24 hours on business days.