Complaints and Abuse Reporting

Anyone — a customer or a member of the public — can raise a complaint or report a concern through our complaint and abuse-report form. Select “Complaint or abuse report” as the inquiry type. You do not need an account or an order to submit a report.

• A complaint about an order, a charge, our service, or how an inquiry was handled
• Content on this website that you believe is unlawful, inaccurate, or misleading
• Suspected misuse of materials supplied by us, or resale of our materials for use in humans or animals
• Suspected fraudulent or unauthorized purchases
• Any other concern about how we operate

• Your name and an email address we can reply to
• Your order number, if the complaint relates to an order
• The page address (URL), if the report relates to website content
• A description of the issue and the outcome you are seeking

• We acknowledge every complaint or report within 1 business day of receipt.
• We investigate and provide a resolution within 7 business days of receipt.
• Where a report concerns unlawful website content and is substantiated, the content is removed or corrected within that same period.

If a matter cannot be fully resolved within 7 business days — for example where we are waiting on a carrier or a testing laboratory — we will tell you why within that period, and when to expect the outcome.

If you see a charge from us that you do not recognize, contact us first using the form above with the date and amount. We will identify the order and resolve the matter, including a refund where one is due under the Returns and Refund Policy.

For laboratory research use only. Not for human or veterinary use. Not intended for consumption, diagnosis, treatment, cure, mitigation, or prevention of disease.

Reports describing use of our materials in humans or animals are reviewed under the Acceptable Use and Purchasing Policy and may result in account review. We do not retaliate against anyone who raises a complaint or report in good faith.