PTM Biolabs strives to provide high quality and reliable products. If a product does not perform to its assigned specifications, we encourage you to contact customer service at 312-802-6843 or firstname.lastname@example.org. Our dedicated science team will investigate every complaint regarding our products. We will work closely with you for to troubleshoot to the source of the problem.
Our support team will give you scientific and professional advice for the improvement of your procedure.
A replacement or refund will be offered. This offer is only valid for products purchased directly from PTM Biolabs.
[Important] PTM Biolabs will unfortunately be unable to issue a replacement or refund, if the recommendations from our science team are not followed or you do not provide details of your protocols. All the complaints shall be made within 12 months after received.
For Orders Placed Incorrectly:
If the customer orders items incorrectly, PTM Biolabs will consider taking them back, however this excludes products, which have special shipping requirements including those shipped on dry ice, and those hazardous for transport. This will be subject to a 30% restocking charge on the items plus any shipping and handling costs that may be involved. Please contact customer service at 312-802-6843 email@example.com determine the eligibility of your order.
For Wrong Items Received:
It is unlikely that the customers receive an incorrect item. If that happens, please immediately contact customer service at 312-802-6843 or firstname.lastname@example.org. PTM Biolabs will get back to you as soon as possible. We will ensure you receive the correct item.
[Important] All requests for returns must have prior authorization and must be shipped back to PTM Biolabs within 7 working days of receipt of the items. Items must be returned in the same or equivalent packaging as originally provided by PTM Biolabs. For all items to be returned, the customers are responsible for storing properly as indicated on the datasheets.