Shipping and returns

Dispatch and transit

• We dispatch early in the week so temperature-sensitive products do not sit in a carrier depot over a weekend, and confirm tracking by email.
• Shipping is by express carrier; transit times depend on destination and are confirmed at order.
• International orders are considered case by case because import rules on cell-derived material differ by country; ask through the intake form.

Packaging

Products travel in insulated packaging with frozen gel packs. Freeze-dried products tolerate transit delays better than liquid formats, which is why we prefer them where a manufacturer offers one. Every shipment includes the manufacturer's certificate of analysis for each lot and a storage guide.

On arrival

1. Check packaging and contents. If gel packs have fully thawed and liquid product is warm, photograph it and contact us the same day.
2. Refrigerate products at 2–8 °C immediately unless the label says otherwise. Do not freeze liquid products.
3. Record the lot numbers in your product log.

Replacements and returns

• Warm on arrival: we replace the shipment at no charge when a liquid product arrives warm and we are told, with photographs, within 24 hours of delivery.
• Damaged or incorrect items: replaced or credited when reported within 48 hours of delivery with photographs.
• Change of mind: because these are temperature-sensitive products we cannot verify after they leave our control, we do not accept returns of opened or refrigerated goods. Unopened orders may be cancelled before dispatch.
• Lost shipments: we file the carrier claim and re-ship; you are not left waiting on the carrier.

Questions about an order: jonathan@stardistro.co or (702) 900-8199.