Shipping & Returns

1. Order Processing & Verification

1.1 Processing Time

We strive to process and ship orders as quickly as possible. Most orders are processed within 1-3 business days of payment verification. However, processing times are estimates only and not guaranteed. Factors that may delay processing include:

• Payment verification and fraud screening
• Age and identity verification requirements
• Product availability and restocking
• High order volume periods (holidays, sales events)
• Technical issues or system maintenance
• Orders requiring additional review or documentation

We do not guarantee same-day or next-day processing. If your order cannot be processed within 30 days, we will notify you and provide the option to cancel for a full refund.

1.2 Age & Identity Verification

By placing an order, you certify that you are at least 21 years of age. We reserve the right to require additional verification, including but not limited to:

• Government-issued photo identification
• Proof of institutional affiliation (for laboratory/research use)
• Additional documentation at our sole discretion

Orders may be held or cancelled if verification cannot be completed to our satisfaction.

1.3 Order Modifications & Cancellations

Once an order is placed, modifications or cancellations may not be possible. Contact us immediately at support@pantheonformulas.com if you need to request changes. We cannot guarantee that changes can be made once processing has begun.

2. Shipping Methods & Carriers

2.1 Available Shipping Options

We ship via major domestic carriers including USPS, UPS, and FedEx. Available shipping methods and rates are displayed at checkout based on your delivery address and order contents. We reserve the right to:

• Change carriers or shipping methods without notice
• Upgrade or downgrade shipping at our discretion
• Require signature confirmation for certain orders
• Refuse shipment to certain addresses or jurisdictions

2.2 Shipping Restrictions

We ship research compounds domestically within the United States where legally permissible. We do not ship to:

• International destinations (outside the United States)
• PO Boxes (for certain shipping methods)
• Locations where research chemicals are prohibited by local, state, or federal law
• Addresses that cannot be verified or appear fraudulent

It is your responsibility to ensure that receipt and possession of research chemicals is legal in your jurisdiction. We are not responsible for orders seized by customs, law enforcement, or carrier restrictions.

2.3 Shipping Costs

Shipping costs are calculated at checkout based on weight, dimensions, destination, and selected shipping method. Free shipping promotions (if offered) are at our discretion and may be modified or discontinued at any time. Shipping costs are non-refundable except as specified in our Returns policy.

3. Delivery Estimates & Timeframes

3.1 Delivery Estimates Are Not Guaranteed

Any delivery timeframes provided (e.g., "2-5 business days") are estimates only and not guaranteed. Actual delivery times depend on:

• Carrier processing and transit times
• Weather conditions and natural disasters
• Peak shipping seasons and holidays
• Address accuracy and accessibility
• Customs or regulatory holds (for applicable shipments)
• Force majeure events beyond our control

We are not responsible for carrier delays, missed deliveries, or delivery failures caused by factors outside our reasonable control.

3.2 Tracking Information

Tracking numbers are provided via email once your order ships. Tracking information may take 24-48 hours to update in carrier systems. We are not responsible for inaccurate tracking data or carrier system errors.

3.3 Delivery Issues

It is your responsibility to ensure your shipping address is accurate and complete. We are not responsible for:

• Orders shipped to incorrect addresses provided by the customer
• Undeliverable packages returned to sender
• Packages left at the delivery address that are lost or stolen
• Delivery failures due to recipient unavailability

If a package is returned to us due to address errors or failed delivery attempts, you may be responsible for additional shipping charges to reship the order.

4. Risk of Loss & Title

Risk of loss and title for items purchased pass to you upon delivery to the carrier. This means we are not liable for lost, damaged, or stolen packages once the carrier has taken possession. If you experience issues with a delivered package, you must file a claim directly with the carrier.

For orders requiring signature confirmation, title and risk of loss pass upon signature at the delivery address.

5. Returns & Refunds Policy

5.1 Return Eligibility

We evaluate return requests on a case-by-case basis. Generally, returns may be accepted only under the following conditions:

• The product is unopened, unused, and in original packaging
• The return is initiated within 14 days of delivery
• The product was incorrectly shipped (wrong item)
• The product arrived damaged or defective (see Section 6)
• The return is approved in advance by our customer service team

We reserve the right to refuse any return request at our sole discretion.

5.2 Non-Returnable Items

The following items cannot be returned under any circumstances:

• Opened, used, or tampered products
• Products with broken seals or compromised packaging
• Products stored improperly by the customer
• Products returned without prior authorization
• Products returned after the 14-day return window
• Products restricted by federal, state, or local law from resale
• Special order or custom synthesis products
• Products damaged due to customer negligence

All sales are final for opened or used research materials due to safety, contamination, and regulatory concerns.

5.3 Return Process

To request a return:

1. Contact support@pantheonformulas.com within 14 days of delivery
2. Provide your order number, reason for return, and photographic documentation if applicable
3. Wait for return authorization and instructions (do not ship without approval)
4. Ship the item in original packaging with all documentation included

Unauthorized returns will be refused or discarded without refund.

5.4 Restocking Fees

Approved returns may be subject to a 20% restocking fee, deducted from your refund. This fee covers inspection, repackaging, and processing costs. Restocking fees may be waived at our discretion for errors on our part (wrong item shipped).

5.5 Refund Processing

Once we receive and inspect your return:

• Approved refunds are processed within 7-14 business days
• Refunds are issued to the original payment method only
• Original shipping costs are non-refundable unless the return is due to our error
• You are responsible for return shipping costs unless we shipped the wrong item

We reserve the right to issue partial refunds, store credit, or product exchanges at our discretion based on the condition of returned items.

6. Damaged, Defective & Incorrect Orders

6.1 Reporting Requirements

You must report damaged, defective, or incorrect items within 48 hours of delivery. Reports must include:

• Clear photographs of the damage/defect or incorrect item
• Photographs of the packaging (interior and exterior)
• Your order number and delivery date
• Detailed description of the issue

Failure to report within 48 hours may void your right to replacement or refund.

6.2 Resolution Options

For verified damaged, defective, or incorrect orders, we may, at our discretion:

• Ship a replacement product at no additional cost
• Issue a partial or full refund
• Provide store credit for future purchases
• Require return of the damaged/defective item (we will provide prepaid label)

We are not obligated to provide any specific remedy and will evaluate each case individually.

7. Storage & Handling After Delivery

Research compounds require proper storage to maintain integrity. Upon delivery, it is your responsibility to:

• Store products according to guidelines on the Certificate of Analysis (CoA)
• Maintain appropriate temperature, light, and humidity conditions
• Follow all safety data sheet (SDS) handling requirements
• Inspect products immediately upon receipt for any visible damage

We are not responsible for product degradation due to improper storage or handling after delivery.

8. Fraud Prevention

We actively monitor orders for fraudulent activity. We reserve the right to:

• Cancel orders suspected of fraud without notice
• Require additional verification for any order
• Report fraudulent activity to law enforcement and payment processors
• Refuse future orders from customers with chargeback history or suspicious activity

Chargebacks initiated without first contacting us to resolve issues will result in account termination and potential legal action.

9. Changes to This Policy

We reserve the right to modify this Shipping & Returns Policy at any time without prior notice. Changes are effective immediately upon posting to this page. Your continued use of our website and placement of orders constitutes acceptance of the current policy.

10. Contact Us

For questions about shipping, returns, or order status, contact us:

• Email: support@pantheonformulas.com
• Response Time: We typically respond within 24-48 business hours

For urgent shipping issues, include your order number and "URGENT" in the subject line.