My package is being returned to sender—what happens next?

USPS may return a package to sender if the address is incorrect/incomplete or if a signature was required and unavailable. When this happens:

What we do

• Notify you by the next business day after the package is back at our shipping facility.
• Offer a one-time complimentary reshipment to either the original address or an updated address.
• Provide new tracking once the replacement shipment goes out.

What you should do

1. Watch for our email confirming the return has reached us.
2. Confirm or update your shipping address (include company/lab name, suite/unit, and a reliable phone number).
3. If a signature is typically required at your location, ensure someone can receive the package or consider a business/lab address.

We can reship only after the original parcel arrives back at our facility and is processed.

If you have any questions before it arrives back to us, contact support with your order number and the current tracking link so we can keep an eye on it.