Sorry your order arrived damaged. If you're reading this in the Help Center, email [email protected] with the details below. If you're already in an email or Intercom support conversation, upload the photos in the same thread - you don't need to start a new email.
Your order number
Clear photos of the damaged items (vials, labels, etc.)
Photos of the packaging the order arrived in (box, padding, shipping label)
The packaging photos are important - they help us file claims with the courier where applicable.
How long until I hear back?
Our support team typically responds within 1 business day. We'll review your photos and confirm the next step, which may be a replacement, refund, courier investigation, or another resolution depending on the situation.
Please don't dispose of the damaged items or packaging until we've confirmed next steps.
Was Shipping Protection added at checkout?
Shipping Protection is an optional add-on. Orders with Shipping Protection are eligible for support in cases of loss, damage, or delivery issues.
Orders without Shipping Protection aren't automatically eligible for free reshipment, but please still reach out - every case is reviewed individually.