Return Policy
Effective Date: January 1, 2026
At Next Day Reagents ("NDR"), we stand behind every product we ship. If something arrives wrong, damaged, or you simply need to return an unused, non-temperature-sensitive item, this policy explains how we handle it. Any return that follows the guidelines below will result in a refund issued within 15 business days of NDR’s receipt of the returned product.
Please read this policy carefully before contacting us. Following these steps is the fastest way to resolve an issue.
1. Inspect Your Shipment on Arrival
Examine every package as soon as it arrives. The packing slip is enclosed in only one of the boxes when an order ships in multiple cartons — it is your responsibility to confirm that everything listed on the packing slip has been received.
Claim window: You must report any shortage, incorrect product, or visible damage within five (5) business days of delivery. Claims submitted after that window cannot be credited.
Custom or special-order items that require a lead time longer than seven (7) days will be confirmed in advance by a Customer Service representative.
2. Cold-Chain and Temperature-Sensitive Shipments
Many NDR products are temperature-sensitive (refrigerated, frozen, or shipped on dry ice). Open these shipments immediately on arrival, verify the temperature indicator or coolant condition, and move products into proper storage right away. Cold-chain claims will not be honored if products were not promptly inspected and properly stored.
Refrigerated, frozen, and dry-ice shipments are non-returnable except in the following circumstances:
- The product arrived damaged or with a confirmed temperature excursion (documented with photos at the time of delivery).
- NDR or the manufacturer shipped the wrong item.
- The product is the subject of a manufacturer or regulatory recall.
- The product is defective and covered under the manufacturer’s warranty.
NDR is not responsible for loss of potency, damage, or non-conformity caused by storage or handling after delivery.
3. Hazardous and Dry-Ice Products
Hazardous materials (HAZMAT) and items shipped with dry ice or other refrigerants are subject to U.S. Department of Transportation and IATA regulations. These items cannot be returned through standard carriers and, except for the cold-chain exceptions above, are non-returnable. Do not attempt to ship HAZMAT or dry-ice items back to NDR without explicit written instructions from NDR Customer Service.
4. Standard (Non-Refrigerated) Returns
Return window: Non-refrigerated products must be returned within fifteen (15) days of receipt. After 15 days, the return option is no longer available.
Restocking fee: Returns are subject to a minimum 25% restocking fee, applied to the credit issued. Custom or special-order items may be subject to a higher fee or may be non-returnable; this will be communicated at the time of order.
Condition: All returned products must be unused, in original unopened manufacturer packaging, with all seals, labels, and lot identifiers intact. Boxes that have been written on, marked, or otherwise compromised will not be accepted.
Outer packaging: Place the original product box inside an additional outer shipping box to prevent damage in transit. Returns received with damaged primary packaging may be refused or credited at a reduced amount.
5. How to Request a Return (RMA Process)
All returns require a Return Material Authorization (RMA) number issued by NDR before shipping anything back. Any product returned or refused without a valid RMA may be denied credit, denied replacement, or assessed an additional restocking fee.
To request an RMA:
- Call: 1-951-270-0761
- Email: orders@nextdayreagents.com
Please have the following ready: original invoice or order number, product name and SKU, lot number, quantity being returned, the reason for return, and — if applicable — photos showing damage, packaging condition, or temperature indicators.
Once issued, the RMA is valid for 15 days. Ship the product to the address provided on the RMA, and write the RMA number clearly on the outside of the outer carton.
6. Replacement Orders
To keep inventory accurate, any replacement product NDR ships will be invoiced as a new order. Once the original product is returned and accepted, the original invoice will be credited.
7. Shipping Costs on Returns
NDR’s error: If a product is being returned because of an NDR or manufacturer error (wrong item shipped, damaged in transit, defective on arrival), NDR will cover return freight and refund any original shipping charges.
All other returns: The customer is responsible for return shipping costs. Original outbound shipping charges are non-refundable.
8. Items That Cannot Be Returned
The following items are not eligible for return except in the limited circumstances described in Section 2 (damage, shipping error, recall, or warranty defect):
- Refrigerated, frozen, or dry-ice shipped products
- HAZMAT-classified products
- Opened, used, or partially used reagents, controls, or calibrators
- Custom-formulated or special-order items
- Products past their labeled expiration date at the time of return
- Products with compromised packaging, missing labels, or missing lot numbers
9. Refunds
Approved refunds are issued within 15 business days of NDR’s receipt and inspection of the returned product, less any applicable restocking fee. Refunds are credited to the original payment method or applied to the customer’s account.
10. NDR’s Right to Deny a Return
NDR reserves the right to deny any return request that falls outside the guidelines above. After 15 days from receipt, no RMA will be issued and returns will not be accepted.
Contact Customer Service
Next Day Reagents
10562 US Highway 431, Utica, KY 42376
Phone: 1-951-270-0761
Email: orders@nextdayreagents.com
Web: www.nextdayreagents.com
