Refunds, Returns & Chargebacks

How cancellations, refunds, returns, lost packages and payment disputes work.

Last updated: October 11, 2026

1. Summary

We sell only to approved research organizations. We confirm your total, you pay by card, Zelle, ACH bank transfer or check, and we ship after payment is received. If something is wrong with your order, contact us first at hello@vialtrust.com or (561) 556-6288. We answer within 2 business days.

2. Cancelling an order

You can cancel an order at no cost any time before it ships. If you already paid, we refund the full amount, including shipping, to the original payment method within 5 business days.

3. Refunds

We refund or replace, at your choice, any product that arrives damaged, is the wrong item, is short, or does not match the lab report for its lot, if you tell us within 7 days of delivery with your order number, lot number and photos. Approved refunds go back to the original payment method within 5 business days of approval. Shipping is refunded when the problem was our error.

4. Returns

Because these are research materials, we can't accept returns of opened products, or of products that have left our control, unless we confirm a problem with them. Unopened products in their original sealed packaging may be returned within 14 days of delivery for a refund of the product price, less return shipping. Every return needs a return authorization from us first; email us and we'll send instructions. Returns sent without authorization can't be accepted.

5. Lost or late packages

Every order ships with FedEx tracking. If tracking shows no movement for 3 business days, or the package is marked delivered but you didn't receive it, contact us and we'll open a claim with FedEx and reship or refund once the claim is resolved.

6. Payment disputes and chargebacks

Please contact us before disputing a payment with your bank or payment app. We can almost always resolve a problem faster than a dispute can. If you file a chargeback or payment dispute for an order that was delivered as described, we will respond with your order records, including your organization's approved application, its research-use certifications, and FedEx delivery tracking. Filing a dispute for a delivered order breaks our Terms of Sale & Use, and we may close your account.

7. Contact

Vial Trust
931 Village Blvd #905-403
West Palm Beach, FL 33409
Email: hello@vialtrust.com
Phone: (561) 556-6288