Shipping & returns

Where we ship

We ship within the United States only. We do not ship internationally.

When your order goes out

Because payment is by Zelle, the clock that matters starts when your payment clears, not when you place the order. We aim to hand your order to the carrier within one business day of your payment clearing and being matched to your order. Tracking is issued at dispatch — not at order placement — because a tracking number created before a parcel exists reports nothing for days and looks like a lost shipment.

You will receive an email when your order ships, with the tracking number. If an order ships in more than one parcel, you will receive a message for each parcel as it goes out.

How orders are packed

Orders are packed cold-chain where the material requires it, to protect the product in transit. Handle and store what you receive according to the storage guidance for each product and its certificate of analysis.

If something is wrong with your order

Check your order on arrival. If a parcel arrives damaged, if an item is missing, or if you received the wrong item, contact us within 7 days of delivery at the address shown under "Who we are" below. Tell us your order reference and, where you can, include a photograph of the problem. We will make it right — by replacing the item or refunding it — once we have confirmed what happened.

All sales are final

We do not accept returns or exchanges. Because these are research materials whose integrity depends on unbroken cold-chain storage and handling, a product that has left our control cannot be verified, re-stocked, or resold, so all sales are final once an order has shipped.

The only exception is the one above: an order that arrives damaged, incorrect, or defective is our error to fix, and nothing here limits any right you have that cannot lawfully be excluded. Do not send anything back before contacting us — a return we did not arrange cannot be matched to your order or inspected on arrival, and we cannot refund it.

Refunds

Where a refund is due, we send it back by Zelle to the account your payment came from. A refund is recorded against your order, and you will see the amount and date on your order page. Refunds are issued for the amount paid for the affected item; original outbound shipping is refunded when the whole order was our error or arrived damaged.

Unpaid and cancelled orders

An order placed but not yet paid is held for 7 days while we wait for your transfer. If payment does not arrive, the order is cancelled and any reserved stock is released — nothing is charged, because nothing was ever taken. You are welcome to order again.

Sales tax

Fifty One Creek Holding LLC is registered in Texas. Texas sales tax, where it applies to your order, is your responsibility to account for. We will contact you about any tax due on your order before it ships. If you are a reseller or a tax-exempt institution, contact us with your exemption or resale certificate before ordering.

Questions

For anything about shipping, a damaged or incorrect order, or a refund, write to the address shown under "Who we are" below and we will answer in writing.