Policies
Quality Guarantee
Strand Labs stands behind orders placed through Strand Aminos. We aim to reply within 1 business day and resolve straightforward claims within 3; carrier traces or lab reviews may take longer.
| Situation | What we do | Window |
|---|---|---|
| Cancel before shipmentRequest before dispatch | Full refund to the original payment method where possible. Contact us promptly; cancellation rights for a shipping delay remain available even if a tracking number exists | Request before dispatch |
| Arrived damaged, broken seal, wrong item or short-shipped7 days from delivery | Replacement or full refund. Photo required, no return shipment needed | 7 days from delivery |
| Lost in transit (tracking never shows delivered)Claim after 10 business days (US) | Reship, or refund if out of stock | Claim after 10 business days (US) |
| Marked delivered but not received7 days | One courtesy reship after a carrier trace; signature required on the reship | 7 days |
| Purity dispute30 days from delivery | Send an independent lab result identifying the same product and batch. If a mismatch with the published COA specification is confirmed, we refund the order in full and withdraw the batch from sale | 30 days from delivery |
| Changed mind or ordered the wrong compound after dispatch— | We do not accept change-of-mind returns. Products that have left our facility do not re-enter inventory. This does not limit claims for a defect, our error, or rights required by law | — |
| Refused, undeliverable, or address entered incorrectly— | Refund minus shipping both ways once the parcel is back with us | — |
| Zelle orders— | Same policy when Zelle is offered. We aim to issue an approved refund to the originating account within 5 business days; if that is not possible, we contact you to arrange an alternative | — |
Report issues within the listed windows so we can investigate promptly. These windows do not remove rights required by law.
We use the original payment method for refunds where possible and arrange an appropriate alternative if needed. You do not have to accept store credit in place of a refund owed to you.
Do not return products without our instructions. Email support@strandaminos.com if you cannot access the claim form or need a status update.