Effective Date: September 8, 2026
Brand / Operator: Prime Focus Bio (“Company”, “we”, “us”, “our”)
Website: primefocusbio.com
Contact Email: support@primefocusbio.com
1. Shipping Policy & Order Processing
- Domestic Fulfillment: All orders are processed, packaged, and shipped exclusively within the United States.
- Processing Timelines: Orders placed Monday through Friday are processed within 1 to 2 business days. Orders are not processed or shipped on federal holidays.
- Carrier Services & Tracking: We utilize major domestic carriers (including USPS and UPS). Once your order ships, an automated shipping confirmation containing your tracking number will be sent to your provided email address (
support@primefocusbio.com). - Shipping Address Accuracy: Customers are responsible for providing an accurate and complete delivery address at checkout. Prime Focus Bio is not liable for delayed, misrouted, or lost shipments resulting from incorrect address inputs.
2. Research Use Only (RUO) Return & Refund Restrictions
Due to strict safety, legal, and quality-control standards governing biochemical reagents and Research Use Only (RUO) compounds, our return policy is governed by the following conditions:
- Unopened Products: Unopened, sealed products in their original intact packaging may be eligible for return or exchange within 14 calendar days from the date of delivery. Returned items are subject to a standard 15% inspection and restocking fee. Return shipping fees are the responsibility of the customer.
- Opened or Compromised Items: STRICTLY NON-RETURNABLE. Once a product seal, vial cap, or tamper-evident packaging is broken, opened, or exposed, the product CANNOT be returned, refunded, or exchanged under any circumstances. This policy is strictly enforced to maintain reagent purity and prevent contamination.
3. Damaged, Missing, or Defective Shipments
If your order arrives damaged, leaking, or missing items due to carrier transit:
- Reporting Window: You must notify our support team within 48 hours of carrier delivery confirmation.
- Verification Required: Please email support@primefocusbio.com with your order number and clear photographic proof of the damaged shipping box, inner packaging, and product condition.
- Resolution: Upon review and verification, Prime Focus Bio will issue a replacement shipment or store credit at our discretion.
4. Order Cancellations
Order cancellation requests must be submitted immediately via email prior to order dispatch. Once a tracking number has been generated and the package has been handed over to the shipping carrier, the order can no longer be canceled.
5. Contact Information
For shipping updates, return inquiries, or damaged product reports, contact:
Email: support@primefocusbio.com