Protected from checkout to your door.
Every order includes tracking and our own delivery protection policy. If something goes wrong in transit, you have a clear, direct path to resolve it with us.
Response window
48-72 hours
Handled by
Werhner Lab
Coverage
Lost - Damaged - Wrong item
Common situations
When to file a claim.
These are the most common reasons customers reach out after their tracking shows movement or delivery.
Lost in transit
Tracking stops updating and the carrier can no longer locate the parcel.
Marked delivered, not received
The carrier scanned it as delivered, but nothing arrived at your address.
Damaged or wrong item
The vial arrived broken, the wrong compound was sent, or the CoA doesn't match.
Coverage
What's covered.
Our policy covers what happens after your order leaves the laboratory. It does not replace your responsibility to enter a correct address or to follow import rules at destination.
Usually eligible
COVERED- ✓Package lost in transit, confirmed by the carrier.
- ✓Marked delivered but never received at the correct address.
- ✓Item arrives physically damaged, reported within 48-72 hours with photos.
- ✓Wrong item sent, or the CoA doesn't match the product received.
Not covered
OUT OF SCOPE- ×Orders returned or refused due to an incorrect or incomplete address ($15 reshipping fee applies).
- ×Customs holds, seizures, or import refusals by local authorities.
- ×Claims filed more than 72 hours after delivery.
- ×Carrier delays where the package still arrives intact.
Resolution is at Werhner Lab's sole discretion - a replacement or a partial/full refund for the affected item, evaluated case by case once we review your claim and evidence. This complements, and does not replace, our full Shipping and Returns Policy.
Claim process
How it works.
01
Gather your evidence
Order number, tracking number, and clear photos of the label, packaging, vials, and batch/lot number.
03
We review it
We assess the claim and resolve it with a replacement or refund, at our discretion.
File a claim
Tell us what happened.
Have your order number and photos ready. Claims for damaged or wrong items must be filed within 48-72 hours of delivery.
Before you file
Filing with the right information the first time gets your claim resolved faster.
- Order number (e.g. WL-2026-XXXXXX)
- Tracking number
- Photos of label, packaging & vials
- Batch/lot number, if visible
Prefer email? [email protected]