This policy applies to all orders placed with RioVex Research. By placing an order, the customer acknowledges that all products are sold strictly for research use only and agrees to the terms below.
1. Research Use Only
All products offered by RioVex Research are intended strictly for laboratory research use only. Products are not intended for human consumption, clinical use, diagnostic use, treatment, prevention, or cure of any disease or condition. Customers are responsible for ensuring products are handled, stored, and used in accordance with all applicable laws, regulations, and research standards.
2. Shipping Policy
RioVex Research is committed to accurate fulfillment and timely shipment of every order.
Same-day shipping cutoff: Orders placed before 4:30 PM Central Time on a business day are generally prepared and shipped the same business day. Orders placed after 4:30 PM Central Time, or on weekends or holidays, will ship the next business day.
Business days: Monday through Friday, excluding federal holidays and carrier-observed holidays.
Tracking: Once an order ships, a shipment notification with tracking information will be sent to the contact information provided at checkout.
Shipping rates and options: Shipping options, delivery speeds, and rates may vary and are subject to change without prior notice.
3. Cold Shipping & Temperature Stability
Unless clearly stated otherwise on the product page or order confirmation, RioVex Research products are provided in lyophilized, freeze-dried form and are shipped without cold packs or cold-chain carrier services.
Short-term exposure to normal transit conditions, including temporary warmth during delivery, is generally expected during standard shipping. Any concern about damaged packaging or product integrity must be reported promptly using the process below.
Cold-chain shipping is typically reserved for products that specifically require refrigerated transport. Any special handling option must be selected at checkout if available.
4. Customer Shipping Responsibilities
Customers are responsible for entering accurate and complete shipping information at checkout. RioVex Research is not responsible for delays, returns, or delivery issues caused by incorrect or incomplete customer-provided information.
This includes:
- Incorrect, incomplete, or undeliverable addresses
- Missed delivery attempts or refused delivery
- Packages returned to sender due to customer address error
- Delays caused by carrier routing, weather, holidays, high-volume shipping periods, or other events outside our control
Additional shipping fees may apply for any approved reshipment.
5. Cancellations
Orders begin processing quickly after checkout. Once an order has been placed, it may not be possible to cancel or modify the order. Cancellation requests are not guaranteed and are handled at the sole discretion of RioVex Research.
6. Returns & Refunds
All sales are final. Due to the sensitive nature of research materials and compliance requirements, RioVex Research does not accept returns or issue refunds for change of mind, customer ordering error, refused delivery, or improper storage after delivery.
Returns are not accepted on opened, used, handled, reconstituted, or temperature-exposed products.
7. Eligible Refunds or Replacements
RioVex Research may offer a replacement, store credit, reshipment, or refund only in limited situations, after review and approval.
Eligible situations may include:
- Wrong item shipped by RioVex Research
- Verified fulfillment error
- Product arrived visibly damaged, with clear photo documentation
- Package confirmed lost in transit after carrier investigation
Approved resolutions are determined at the sole discretion of RioVex Research and may depend on carrier documentation, order history, photos, and fulfillment records.
8. How to Report an Issue
To request review of a shipping or fulfillment issue, contact RioVex Research within 7 days of delivery. The request must include:
- Order number
- Full name and contact information used at checkout
- Clear photos of the outer packaging, shipping label, packing materials, and affected item(s)
- A brief explanation of the issue
RioVex Research will review the request and respond as soon as possible, typically within 2–3 business days.
9. Refund Processing
If a refund is approved, it will be processed to the original payment method when possible. Processing time may vary depending on the payment provider and financial institution. Approved refunds may take 5–10 business days to appear after processing.
10. Chargebacks & Payment Disputes
Customers are encouraged to contact RioVex Research first so any issue can be reviewed and resolved properly. Chargebacks or payment disputes filed for delivered orders, refused deliveries, customer address errors, or claims that conflict with tracking records may be disputed with supporting documentation, including tracking information, order records, delivery confirmation, and customer communications.
Fraudulent claims, abuse of the dispute process, or false statements may result in cancellation of future orders and any remedies available under applicable law.
11. Delays Beyond Our Control
Shipping timelines are estimates and are not guaranteed. RioVex Research is not liable for carrier delays or events outside our control, including:
- Carrier service disruptions
- Weather conditions or natural disasters
- Holidays or high-volume shipping periods
- Supply chain interruptions
- Incorrect routing or carrier scanning delays
- Force majeure events
12. No International or Military Base Shipping
Unless otherwise stated at checkout, RioVex Research ships within the United States only. RioVex Research does not ship to international addresses, U.S. territories, or military APO/FPO/DPO addresses.
13. Policy Acceptance
By placing an order with RioVex Research, the customer acknowledges that they have read, understood, and agreed to this Shipping, Returns & Refunds Policy, including the research-use-only terms and all sales final terms.
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