Please review our operational and legal guidelines.
Last Updated: September 18, 2026
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.
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.
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.
Email info@truepharmusa.com within 7 calendar days of the delivery date shown in carrier tracking. Include:
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.
Once a claim is approved you may choose either:
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 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.
Packages returned to us as undeliverable due to an incorrect address, or refused at delivery, are addressed under our Shipping Policy.
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.
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.
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.
Email info@truepharmusa.com, Monday through Friday, 9:00 AM to 5:00 PM Central Time.
TruePharm USA
TruePharm USA supplies research compounds to qualified professionals. Everything past this page is sold for in-vitro laboratory research and is not for human or veterinary use.
Your confirmation is recorded with a timestamp and kept with any order you place. See our Compliance Statement and Terms of Service.
Create your free account at checkout. 100 points ($5) unlock once your first order completes, on top of Buy 1 Get 1 Free on every vial.
Start shoppingOne per customer. Points are worth 5 cents each, redeemable from 100, and last 90 days. Your account earns points on every order. For laboratory research use only.
