Returns & Refunds
We want every order to arrive right, and we stand behind what we ship. This page explains how returns work, and how we handle the rare case where something goes wrong in transit. Please read it before you order — placing an order means you agree to it.
All sales are final
Because our products are sold strictly for research use only and cannot be verified, restocked, or resold once they leave our hands, all sales are final and we do not accept returns or exchanges. We cannot take back a product that has shipped, regardless of whether it has been opened. Please double-check your order — items, quantities, and shipping address — before you pay.
Canceling an order
Need to cancel? Timing is everything:
- Before you've paid — nothing to do. If you don't send payment, the order simply never proceeds and you're never charged.
- After payment, before shipment — contact us as soon as possible and we'll do our best to catch it. If your order hasn't shipped yet, we can typically cancel and refund your payment in full.
- After shipment — once a package is with the carrier, it can no longer be canceled, and the all-sales-final policy above applies.
We may also cancel an order ourselves — for example if payment never arrives, an address can't be verified, or we can't fulfill an item — in which case any payment received for the canceled portion is refunded.
If something goes wrong
That said, we're real people and we're not looking to leave you stranded. If your package arrives damaged, is lost in transit, or the product is materially not what was described, reach out and we'll look into it and try to make it right — typically with a replacement or store credit.
To let us help, please contact us within 7 days of the delivery date (or, for a package that never arrives, within 7 days of the expected delivery date) and include:
- Your order number and the email used at checkout;
- A short description of the issue; and
- Clear photos of the item and packaging for any damage claim.
Email us at [email protected] or reply to any NATTY+ text message. The sooner you tell us, the more we can do.
How these decisions are made
Any replacement, credit, or other resolution is offered solely and entirely at the discretion of NATTY+ LLC, evaluated case by case on its own facts. Offering a resolution on one order does not create any obligation, warranty, guarantee, course of dealing, or precedent for any other order or claim, and nothing on this page is subject to outside interpretation. We may request additional information, photos, or verification before making any determination, and our determination is final.
Shipping, carriers, and risk of loss
We ship within the United States and send tracking by text or email once your order is on its way. Once a package is handed off to the carrier and scanned in, transit is in the carrier's hands. Risk of loss transfers to you upon handoff to the carrier. We'll always help you chase down a delayed or misrouted package, but we are not responsible for carrier delays, and delivery estimates are not guarantees. Packages marked delivered by the carrier are considered delivered; if a confirmed-delivered package is missing, we'll help you open a claim with the carrier.
Wrong or undeliverable addresses
You're responsible for entering an accurate shipping address at checkout. If a package is returned to us because of an incorrect or undeliverable address, we'll reach out to arrange reshipment; additional postage may apply.
Questions
Anything unclear, or think we missed something on your order? Email [email protected] or reply to any NATTY+ message — we read every one.