Lost, Stolen, Damaged, Incorrect, or Missing Items Policy

Delivered Packages

Nucell Bioscience is not responsible for packages marked as “Delivered” by the carrier that are subsequently lost or stolen. This includes, but is not limited to, theft from porches, mailrooms, front desks, lockers, or other designated delivery locations.

Customers are responsible for:

  • Providing a secure and accurate delivery address

  • Actively monitoring shipment tracking

  • Retrieving packages promptly upon delivery

If package theft is a concern, we strongly recommend selecting carrier hold services, signature-required delivery (when available), or shipping to a secure address.

Non-Delivery, Damage, or Fulfillment Errors

All shipping-related issues excluding theft after delivery must be reported within seven (7) calendar days of the carrier’s delivery or attempted delivery date.

This reporting window is strictly enforced. Claims submitted outside this timeframe will be declined without exception.

Required Documentation for Claims

For claims involving damage, missing items, or fulfillment errors, all of the following documentation is required:

  • A continuous unboxing video recorded from the moment the package is first opened

  • Clear photos of the external packaging

  • Clear photos of the package contents

  • Clear photos of the included packing slip

  • The shipment tracking number

  • A brief written explanation of the issue

Claims missing any required documentation will be denied.

Claim Resolution

If a claim is reviewed and confirmed to be a Nucell Bioscience fulfillment or shipping error, the affected items will be reshipped at no additional cost.

Cash refunds, store credits, or alternative compensation are not issued.

Cancellations, Returns, and Refunds

All sales are final.

Once an order is placed, it cannot be canceled or modified. Due to the sensitive nature of research materials and applicable regulatory requirements:

  • Returns are not accepted

  • Refunds are not issued for change of mind, user error, or refused deliveries

  • Chargebacks submitted for delivered or stolen packages will be formally disputed using carrier confirmation and customer agreement records

  • Reshipments are issued only in cases of verified fulfillment errors or shipping damage that fully meet the documentation requirements outlined above

Our Commitment

Nucell Bioscience is committed to accurate fulfillment, secure packaging, and timely shipment of every order. To ensure fairness, prevent misuse, and protect all parties involved, these policies are strictly enforced.

By placing an order with Nucell Bioscience, you acknowledge and agree to these terms.