Scope and incorporated policies

This Policy applies to physical products ordered through Forge LX Labs. It should be read together with the Terms and Conditions, Research Use Policy, Privacy Policy, Returns and Refunds Policy, Checkout information, and any product-specific shipping notice.

The shipping method, destination, price, and estimate displayed at Checkout or in the accepted order control when they differ from a general statement in this Policy.

Eligible shipping destinations

Unless Checkout expressly offers another destination, shipping is limited to eligible addresses within the fifty United States and the District of Columbia.

We may decline or require additional verification for PO boxes, APO/FPO/DPO addresses, U.S. territories, hotels, temporary lodging, storage facilities, virtual mailboxes, commercial mail-receiving agencies, freight forwarders, reshippers, prisons, restricted facilities, or addresses that do not reasonably match the approved research account.

Availability of a destination in an address form does not guarantee that we will approve or fulfill shipment to that destination.

Order processing times

The processing estimate displayed at Checkout or in the order confirmation is the applicable estimate. When no specific estimate is displayed, allow up to five business days after the order becomes complete and eligible for fulfillment.

Orders received after a daily cutoff, during weekends, on holidays, or while verification is pending begin processing on a later business day. A label-created notification does not necessarily mean the carrier has possession of the package.

Account, payment, and order-verification holds

Research-account review and fraud prevention are part of fulfillment. An order may be held while we verify identity, organization, research purpose, payment authorization, billing or shipping information, quantity, address, account status, or consistency with the Research Use Policy.

We may contact you for clarification or documentation. Processing does not begin until the requested information is received and the hold is cleared. Failure to respond may result in cancellation and refund as permitted by the Terms and applicable law.

Shipping methods, rates, and free-shipping offers

Available methods, estimated transit times, and charges are displayed at Checkout. Rates may depend on destination, order value, package dimensions, service level, insurance, signature requirement, and carrier pricing.

When free shipping is offered, it applies only to qualifying orders and eligible U.S. addresses under the terms displayed with the offer. Thresholds are ordinarily calculated after discounts and before taxes unless stated otherwise. We select the carrier and service used for free shipping.

Shipping rates, methods, thresholds, carriers, and promotional offers may change prospectively without notice.

Tracking and shipment notifications

When tracking is available, it will ordinarily be sent to the email address associated with the order and may also appear in My Account. You are responsible for monitoring tracking and maintaining a current email address.

Carrier systems may take time to display the first scan. Estimated delivery dates and tracking events are supplied by the carrier and may change without notice.

Address accuracy and delivery instructions

You are responsible for providing a complete, accurate, secure, and deliverable address that is lawful and consistent with the approved research account.

• Include the correct recipient, organization, street number, suite or unit, city, state, ZIP Code, telephone number, and access instructions.
• Do not use an address without the recipient’s authorization.
• Do not request shipment to an address intended to conceal the actual recipient, research setting, destination, or end use.
• Confirm that authorized personnel can receive and secure the package promptly.

Address corrections or carrier rerouting are not guaranteed after processing begins. Additional carrier fees, return costs, or reshipment costs resulting from an inaccurate or unauthorized address may be charged to the customer where permitted.

Delivery estimates and carrier delays

Processing and transit estimates are not guarantees unless we expressly state otherwise in writing. Weather, natural disaster, carrier congestion, transportation disruption, customs, security review, incorrect address information, access restrictions, holidays, labor events, government action, and other circumstances outside our reasonable control may delay delivery.

An expedited carrier service shortens the carrier’s intended transit time; it does not eliminate order processing, verification, weekend, holiday, weather, or carrier delays.

Ambient shipment and temperature conditions

Unless a product page or accepted order expressly states that a validated temperature-controlled service is included, shipments are sent using ordinary ambient carrier services and are not maintained under a validated cold chain.

Packages may encounter heat, cold, sunlight, humidity, delay, or other environmental conditions during carrier transit. A temporary transit-temperature condition does not by itself establish that a product is damaged or nonconforming.

Upon receipt, inspect the package and review the applicable lot-specific documentation and product information. Do not rely on this Shipping Policy as a product-stability specification.

Prompt inspection after delivery

Open and inspect the shipment promptly after delivery. Verify the outer package, tamper-evident features, quantity, product name, presentation, lot information, container condition, and included documentation.

Keep the product, vial, label, packing materials, shipping carton, shipping label, and all documentation until any claim is resolved. Do not discard, alter, use, transfer, or return an affected item without instructions.

Damaged, incorrect, incomplete, or visibly compromised shipments

Report visible shipping damage, a broken or leaking container, suspected tampering, an incorrect product, or a missing item through the Contact page within three business days after delivery.

Include:

• Order number and the email address used for the order;
• Clear photographs of the outer package, shipping label, internal packaging, product, vial, label, lot number, and damage;
• A description of the condition and quantity affected; and
• Any carrier notice, delivery record, or other relevant evidence.

We may require carrier inspection, return authorization, or other reasonable cooperation. Approved remedies are governed by the Returns and Refunds Policy and may include replacement, credit, or refund of the affected product.

Lost, stalled, or unscanned shipments

Contact us when tracking has shown no meaningful movement for five business days, when the carrier has declared the package lost, or when the package remains undelivered seven calendar days after the latest estimated delivery date.

We may ask you to confirm the address, contact the carrier, complete an affidavit, provide identification, cooperate with an insurance or carrier claim, or wait until the carrier’s investigation period ends. Replacement or refund decisions are made after reasonable investigation and are subject to the Returns and Refunds Policy.

Tracking shows delivered, but the package is not located

Report a delivered-not-received claim within three calendar days after the carrier’s delivery scan. Before contacting us:

• Check entrances, mailrooms, parcel lockers, reception areas, loading areas, neighboring suites, household members, and authorized receiving personnel.
• Review delivery photographs, notes, and tracking details.
• Contact the carrier or local delivery office for GPS or route information when available.

We may require a carrier case number, written statement, police or theft report for a high-value claim, or other reasonable evidence. A carrier delivery scan is relevant evidence but does not prevent us from reviewing a timely, documented claim.

Signature, insurance, and secure delivery

We may require signature confirmation, adult signature, insurance, identity verification, or delivery to an approved commercial address based on order value, destination, account risk, carrier requirements, or product type.

A customer request to waive signature, redirect a package, release a package without signature, or leave it unattended may be declined. Carrier authorization or delivery instructions do not change the customer’s duty to provide a secure receiving location.

Refused, unclaimed, returned, or undeliverable packages

A package may be returned because of an inaccurate address, inaccessible location, failed delivery attempts, refusal, failure to collect, carrier restriction, damaged address label, security hold, or unauthorized destination.

Do not refuse a package as a substitute for an approved return. Research materials returned after leaving our control may be quarantined or destroyed and ordinarily cannot be placed back into saleable inventory.

Any reshipment, refund, or credit is subject to investigation and the Returns and Refunds Policy. Original shipping charges, return charges, address-correction fees, and reshipment charges may be deducted or collected where permitted and where the issue was not caused by our error.

Split shipments and partial fulfillment

We may ship an order in more than one package when reasonably necessary. Separate packages may have different tracking numbers, carriers, delivery dates, or documentation.

We will not substitute a materially different product without your authorization. When an item cannot be shipped within the applicable promised period, we will handle the delay, cancellation, and refund as described below and as required by law.

Address changes and customer cancellation requests

Submit an address-change or cancellation request through the Contact page immediately. A request is not effective until we confirm it.

We may be unable to change or cancel an order after verification, picking, packing, label creation, carrier tender, or other fulfillment activity has begun. After shipment, carrier rerouting may be unavailable or may involve additional cost and verification.

Customer cancellation and refund eligibility are governed by the Returns and Refunds Policy and applicable law.

International orders, export, freight forwarding, and reshipping

International shipping is not offered unless a destination and service are expressly made available at Checkout and the order is separately approved.

Do not use a freight forwarder, reshipper, intermediary, nominee, or domestic address to conceal an international destination or evade an export, account, product, carrier, payment, or legal restriction.

The purchaser is responsible for all import, export, customs, sanctions, license, permit, tax, duty, brokerage, and destination requirements. We may cancel an order when lawful shipment cannot be confirmed.

Title and risk of loss

To the fullest extent permitted by law, title and risk of loss pass to the purchaser when the product is physically placed in the possession of the carrier for shipment to the accepted address, subject to any applicable consumer-protection law and any shipping protection, insurance, or remedy expressly provided with the order.

This provision does not eliminate our responsibility for our own packing error, shipping an incorrect item, failing to ship an accepted order, or honoring a valid remedy required by law or an applicable policy.

Delayed fulfillment, consent to delay, cancellation, and refunds

We maintain a reasonable basis for any shipping time we expressly advertise. When no shipping time is stated, we will act within the period required by applicable law.

If we learn that we cannot ship within the promised or legally applicable period, we may cancel and issue a prompt refund, or send a delay notice providing a revised date when available and the choice to consent to the delay or cancel for a prompt refund.

When required, a later delay will require renewed consent. A refund required because merchandise cannot be shipped will be returned by an appropriate method and will not be replaced with store credit unless you independently choose and applicable law permits that option.