Customer Support FAQ - Frequently Asked Questions
Do you ship internationally?
What is your cut-off time for same day shipping?
Are there any fees and taxes for Canadian orders?
Do you ship to PO Boxes and military addresses?
Can I pick up my order?
Do you charge sales tax and how much?
Do you accept purchase orders (POs)?
Do you offer any discounts?
I got charged twice. What should I do?
How will the credit card charge appear on my statement?
Order Status and Tracking
All of our products are guaranteed against defects for 365 days from the purchase date! If your product stops functioning properly during that time we will either repair it for you or exchange it for a fully functioning unit. However, due to term policies with Paypal and our credit card processing company, we can only offer a refund within 60 days of purchase.
If you received a defective or damaged item just contact us and we will send a tested replacement item after receiving back the damaged/defective item. We send UPS call tags or prepaid shipping labels to get back damaged items prior to shipping replacements.
Due to term policies with Paypal and our credit card processing company, we can only offer a refund within 60 days of the original purchase. A store credit will be issued for orders being returned past our 60-day policy deadline. This credit is valid to be used within 90 days of the original purchase. Please note refunds on the cost of shipping may not apply to returns of products that are non-defective.
There is no re-stocking fee on most items. There will be a 15% restocking fee on returned telescopes and microscopes. If your order originally received free shipping and you choose to return it, you will be charged that initial shipping fee.
Items have to be unused and in original packaging for returns. Certain items such as chemicals, laboratory glassware and opened science kits can not be returned due to possible contamination issues.
NOTE: You have to obtain an RMA (Return Merchandise Authorization) number before you send your return back to us. Absolutely no returns will be accepted without the RMA number. Use our convenient online contact form to obtain the RMA number.
Make sure to include a copy of the invoice, reason for the return and the RMA number. RMA number should also be printed on the outside of the box. Send your return to:
Attn: Returns Department RMA# (insert your RMA number here)
4007 Paramount Blvd. Suite 105
Lakewood, CA 90712
Please note all refunds normally take 5-7 business days to be processed upon receipt of delivery to our warehouse facility.
Received Order Problems
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