What the promise covers

• The shipped material or strength does not match the accepted order.
• A vial or sealed package arrives visibly damaged in transit.
• A confirmed order item is missing from the package.
• The lot printed on the supplied vial does not match the order allocation or available documentation.

Report the issue promptly

Contact support@mattercompounds.com within seven calendar days of the carrier delivery scan. Include the order number, photographs of the shipping package and label, photographs of the affected vial or item, and a concise description. Keep every item and all packaging while the review remains open.

How Matter resolves a qualifying claim

After confirming the order, lot, carrier record, and supplied evidence, Matter may provide the appropriate replacement, account credit, or refund. The remedy depends on inventory, chain of custody, and the documented issue. Never return research material without written authorization and instructions.

Important limits

This promise does not cover opened or altered materials, improper storage or handling after delivery, unauthorized returns, purchaser error, or conclusions that extend beyond the scope of the published lot documentation. It is not a warranty of medical, veterinary, diagnostic, or therapeutic suitability.