Last Updated: January 2026
Orders are processed and dispatched within 12–24 hours on business days (Monday–Friday, excluding federal holidays). Orders placed after 2:00 PM EST may be dispatched the following business day.
All materials are shipped from the United States. Packages are labeled as laboratory research materials in accordance with applicable shipping regulations.
Tracking information is emailed when the order ships. Contact orders@vertexlabs.shop if tracking is not received within 48 hours of placing your order.
Lyophilized reference materials are shipped at ambient temperature in sealed vials. Materials are stable for transit under standard conditions. Upon receipt, store per your institutional laboratory protocols and refer to the Certificate of Analysis for material-specific handling recommendations.
Given the nature of laboratory reference materials, Vertex Labs does not accept returns of opened or used materials. We will issue a replacement or full refund for:
To initiate a claim, contact orders@vertexlabs.shop within 7 days of the expected delivery date. Include your order number and, where applicable, photos of damaged packaging.
Refunds are processed to the original payment method within 5–10 business days of approval.
Opened vials, materials returned without prior authorization, and orders where the tracking shows successful delivery are not eligible for refund or replacement unless an exception is approved by our support team.
For shipping questions or return requests: orders@vertexlabs.shop or call (508) 367-3037