1. Domestic Shipping
Tracked domestic shipping is $15 per eligible material order and free when the material subtotal reaches $200. Gift cards are digital and do not incur shipping. The checkout review shows the shipping amount before you place the order. Orders remain awaiting payment until ACH payment clears and stock confirmation is complete.
2. Destinations
We deliver within the United States, including all 50 states and Washington, DC. We do not offer international delivery. Provide a complete address and valid ZIP code. Contact support before ordering if you need to confirm carrier access to a particular location or have special institutional receiving requirements.
3. Processing
The published dispatch cutoff is 2:00 PM PT on business days, with same-day dispatch before cutoff when payment, stock and order review are complete. Weekend and holiday orders enter the next business-day processing cycle. Eligibility review, stock discrepancies or payment confirmation can extend handling; order submission alone does not begin shipment.
4. Packaging & Storage
Vials are individually sealed and packaged for transit. Inspect the outer package and labels upon arrival, then follow material-specific storage and your laboratory procedures. Packaging is not a claim of suitability for administration. Keep lot identifiers and relevant documentation with the materials, and record receipt conditions when your quality system requires them.
5. Tracking
Typical carrier delivery is two to five business days after dispatch, not a guaranteed appointment. Tracking is recorded with your order when available and can be reviewed in account order details. Carrier scans can take time to update after pickup. Weather, route interruptions and address corrections may affect transit.
6. Shipment Issues
Contact us promptly about tracking exceptions, damaged packaging, wrong materials or missing items. For damaged, incorrect or missing items, report the issue within seven days of delivery and provide photographs where applicable. Keep packaging for review. Before reporting a delivered parcel as missing, check your institutional receiving desk and carrier delivery record without delaying your claim.
7. Shipping Help
Questions about a delivery address, receiving instructions or tracking should include your order number. Contact Sten Protocols at 7997 Wade Blvd, Frisco, TX 75034; (702) 725-3727; support@stenprotocols.com. The Returns & Refund Policy explains eligibility and resolution for shipment claims.