Shipping Protection
Shipping Protection
Every order is protected against loss, damage or theft in transit. If your product arrives damaged, we will replace it at no cost.
Free on every order. Nothing to add at checkout.
Covered
What is covered
Lost in transit
Tracking has not updated for 5 or more days and the package has not arrived.
Damaged on arrival
Broken vials, leaking product, or crushed packaging that reached the contents.
Marked delivered, not received
The carrier marked the order delivered and it was never received, reported inside the claim window.
Not covered
What is not covered
- A wrong or incomplete address entered at checkout.
- Packages refused at the door or left unclaimed and returned to us.
- Carrier delays on a package that arrives undamaged.
- Anything that happens after the package is signed for.
Claims
How to file a claim
Email us
Send your order number to support@musebiolabs.com and tell us what went wrong.
Attach photos
Include photos of the outer packaging and of the contents. All claims require photo evidence and are subject to review.
For a missing package, wait 5 days
Give the carrier 5 days from the last tracking update before you file. Packages often move again.
After you file
What happens next
- We review the claim within 2 business days.
- Approved claims ship a one-time replacement at no cost, including shipping.
- One replacement per order. We do not issue cash refunds.
- If we cannot verify the claim in the photos, we will tell you why.
Claim window: 30 days from the ship date. After that the order is no longer protected.
Opens your email app, addressed to support@musebiolabs.com.
All products are sold for research, laboratory, or analytical purposes only, and are not for human consumption.