Last Updated: August 8, 2026
Our Position on Returns
TruePharm USA supplies laboratory research compounds. Because we cannot verify the storage conditions, handling, or chain of custody of any material once it has left our facility, we do not accept returns of opened, used, or previously delivered product. Reintroducing such material into inventory would compromise the integrity of every subsequent order.
This is a chain-of-custody restriction, not a refusal to stand behind our products. The remedies below cover every circumstance in which an order does not arrive as it should.
Order Cancellation
You may cancel an order at no cost at any time before it is dispatched. Email info@truepharmusa.com with your Order ID as soon as possible. Orders placed before 2:00 PM Central Time on a business day are typically dispatched the same day, so cancellation requests should be sent promptly.
Once an order has been dispatched, it cannot be cancelled. It will be handled under the terms below.
Covered Claims
We will replace or refund your order in full in each of the following circumstances.
Non-delivery. Carrier tracking confirms the package was lost in transit, or shows no movement for 7 consecutive business days and a carrier trace confirms loss.
Damage in transit. The outer packaging or the product itself arrived damaged.
Incorrect item. You received a compound, quantity, or size other than what you ordered.
Missing item. Your order arrived incomplete.
Compromised seal. The vial seal or tamper-evident packaging was broken on arrival.
How to File a Claim
Email info@truepharmusa.com within 7 calendar days of the delivery date shown in carrier tracking. Include:
- Your Order ID
- A description of the issue
- Photographs of the outer shipping box, the inner packaging, and the product as received
Photographs are required for damage, incorrect item, missing item, and compromised seal claims. We cannot process these claims without them.
We respond to all claims within 2 business days.
Resolution
Once a claim is approved you may choose either:
- Replacement. We ship a replacement at no cost to you, dispatched the next business day.
- Refund. We refund the full amount, including original shipping, to your original payment method.
Approved refunds are issued within 3 business days. Depending on your bank or card issuer, funds typically appear within 5–10 business days after we issue them.
We do not require you to return damaged or incorrect product before we resolve a claim. In some cases we may ask you to dispose of it in accordance with your institution’s laboratory waste procedures.
Claims Outside the Window
Claims submitted more than 7 calendar days after delivery cannot be processed, because we are unable to establish how the material was stored or handled during that period.
Undeliverable and Refused Packages
Packages returned to us as undeliverable due to an incorrect address, or refused at delivery, are addressed under our Shipping Policy.
Buyer’s Remorse
We do not accept returns or issue refunds because a compound is no longer needed, was ordered in error, or does not suit a research protocol. Please confirm your compound, size, and quantity before completing checkout.
Pricing Errors
If a product is listed at an incorrect price due to a system or typographical error, we reserve the right to cancel the order and issue a full refund rather than fulfill it at the erroneous price. You will be notified before any cancellation.
Chargebacks
If you believe there is a problem with your order, contact us first. We resolve the overwhelming majority of issues within two business days. Filing a chargeback before contacting us delays resolution and may result in your account being restricted from future orders.
Questions
Email info@truepharmusa.com or call (713) 444-9977, Monday through Friday, 9:00 AM to 5:00 PM Central Time.
X Master Trading LLC dba TruePharm USA
5161 San Felipe St, STE 320-18, Houston, TX 77056
