Returns

Returns:

What is Shenandoah Biotechnology’s return policy?

As part of our quality control processes, each lot of protein is tested for a variety of properties and the results of each test are listed on the Certificate of Analysis.  When applicable, samples are also tested for biological activity.  In some cases, there is no accessible biological test or a known function for a particular product.  In these cases, it will be indicated that no biological activity is available on the Certificate of Analysis for said products.  Because our products are used by researchers for a variety of applications that may be very different from the assay we use to demonstrate activity, we strongly recommend that you test our mini sized product in your application before purchasing a larger sized vial.

Dissatisfied with Product
If you are dissatisfied with a Shenandoah product, please report the issue within 21 days of receipt to [email protected].  Within your correspondence, you must include your account number, the product of concern and the reason for your dissatisfaction. A return authorization must be obtained from our Customer Support Department for all returns. All refunds are at the discretion of Shenandoah Biotechnology.

Defective Product
If the product is found to be defective (per Shenandoah’s discretion), please report the issue within 21 days of receipt to [email protected].  Your correspondence must include your account number, the product of concern and the reason for the claim. A return authorization must be obtained from our Customer Support Department for all returns. The product will be replaced at no charge or a refund will be issued for the cost of the original product and shipping cost. All refunds are at the discretion of Shenandoah Biotechnology.

Incorrect Product was Shipped
If an error by Shenandoah occurred resulting in shipment of an incorrect product, please report the issue within 21 days of receipt to [email protected]. Your correspondence must include your account number, the product of concern and the reason for the claim. A return authorization must be obtained from our Customer Support Department for all returns. We will send instructions for returning the unopened product. We ask that you return the vial unopened and not altered in any way. If the vial has been opened, then a 25% fee will be applied. The product will be replaced at no charge (given the vial is unopened) or a refund will be issued for the cost of the original product and shipping cost.  All refunds are at the discretion of Shenandoah Biotechnology.

Incorrect Product was Ordered
If you have mistakenly ordered the incorrect product, please report the issue within 21 days of receipt to [email protected]. Your correspondence must include your account number, the product of concern and the reason for the claim. A return authorization must be obtained from our Customer Support Department for all returns. You may return the product providing the vial has not been opened, broken or otherwise altered. When we receive the returned product and payment of any differences in product cost, we will ship a replacement product.  You will be credited for 75% of the original product price and you are responsible for all shipping, handling cost, custom fees and taxes of the return.  Any additional fees will be the responsibility of you the customer. All refunds are at the discretion of Shenandoah Biotechnology.

All Custom orders, Bulk orders, Contract orders or Special orders are ineligible for return or credit.

If the products are not handled per instructions provided with the product (or at www.shenandoah-bt.com), Shenandoah is not responsible for replacement or compensation of any kind.

Protein Products should NEVER be VORTEXED or SONICATED. If you have any questions at all, please contact Shenandoah technical support at [email protected]

All claims and returns must obtain a RETURN AUTHORIZATION in advance. Please e-mail us at: [email protected]. Shenandoah Biotechnology will not accept returns without prior authorization.