Last updated: 9 September 2026
Agere Sciences supplies compounds and active pharmaceutical ingredients to properly licensed medical providers and research professionals. Because our products are sterile, temperature-sensitive materials subject to chain-of-custody requirements, this policy is stricter than a general consumer returns policy. Please read it before placing an order.
All sales are final
We cannot accept returns on any shipped vials. Once a vial has left our facility we can no longer verify how it has been stored or handled, and it cannot be returned to inventory or resold. All sales are final.
This applies whether or not a vial has been opened, and it includes orders placed in error. The sections below set out the only circumstances in which we will replace or refund an order.
Damaged or compromised on arrival
If a vial arrives broken, leaking, thawed or otherwise compromised:
- Photograph the damage immediately, before unpacking anything further. Include the outer carton and the packing material if you can.
- Email the photographs to support@ageresciences.com within 24 hours of delivery, quoting your order number.
We will issue a replacement for verified shipping damage at no cost to you. Claims received more than 24 hours after delivery cannot be verified against the condition of the shipment as it arrived, and cannot be honored.
Packages marked delivered but not received
Shipments travel by FedEx, and you will receive a tracking number by email once your order ships. If tracking shows your package as delivered and you cannot find it:
- Check with your front desk, mailroom or reception area first. This resolves the majority of cases.
- If it still cannot be located, email support@ageresciences.com to report a Missing Package.
We will open a trace with FedEx on your behalf. Whether a replacement or refund follows depends on the outcome of that trace.
Changes and cancellations
We ship same-day on orders placed before 2:00 PM EST, so we cannot guarantee that a change or cancellation can be applied once an order has been submitted. Please check your cart carefully before paying. If you have made a critical error, email support@ageresciences.com immediately and we will do what we can before the order leaves.
Standard shipping operates Monday through Thursday. Orders placed after 2:00 PM EST on Thursday ship the following Monday.
If we ship the wrong item
If you receive an item that does not match your order, email support@ageresciences.com within 24 hours of delivery with your order number and a photograph of what you received. Where the error is ours, we will correct it at our own cost.
How refunds are issued
Where a refund is due under this policy, it is returned to the original payment method used at checkout. Card refunds typically appear within 5 to 10 business days of being issued, depending on your bank; ACH bank transfer refunds may take longer. We cannot refund to a different card or account.
Contact
For anything covered by this policy, email support@ageresciences.com and include your order number. Please attach photographs where this policy asks for them, as we cannot progress damage or missing-package claims without them.
Agere Sciences products are supplied to properly licensed medical providers. The statements and preparations of Agere Sciences have not been evaluated by the US Food and Drug Administration and are not intended to diagnose, treat, cure or prevent any disease.