We're sorry your order arrived damaged. Please email [email protected] with the following so we can resolve it quickly:
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 either organise a replacement, refund, or investigation 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.