Refund & Return Policy

At CryoVial, we want every order to arrive correctly and in good condition. Because our products are used for cold storage and personal carry, returns are limited to unused, unopened items that meet the conditions below.

Return Eligibility

We accept returns within 14 days of delivery if the item is:

• Unused
• Unopened
• In its original packaging
• In the same condition it was received
• Approved for return before being shipped back

To start a return, contact us at support@cryovial.us with your order number and reason for return.

Returns sent back without prior approval may not be accepted.

Non-Returnable Items

For hygiene, safety, and product integrity reasons, we do not accept returns on:

• Opened products
• Used products
• Products with removed packaging, seals, tags, or protective materials
• Items showing signs of wear, handling, damage, or contamination
• Cooling packs that have been frozen, used, opened, punctured, or altered
• Products returned without original packaging or included accessories
• Final sale, discounted, or promotional items, unless defective

Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

Original shipping costs are non-refundable. If your return is approved, the refund will apply to the product price only, excluding original shipping fees, return shipping fees, taxes where applicable, or other non-refundable charges.

We recommend using a trackable shipping service. CryoVial is not responsible for return packages that are lost, delayed, or damaged in transit.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery at support@cryovial.us.

Please include:

• Your order number
• Clear photos or videos of the issue
• Photos of the packaging and shipping label

If approved, we will offer a replacement, store credit, or refund depending on the situation.

Damage caused by misuse, improper handling, freezing/overheating, modification, normal wear, or failure to follow product instructions is not covered.

Refunds

Once your return is received and inspected, we will notify you whether your refund is approved.

If approved, your refund will be issued to the original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.

CryoVial reserves the right to deny a refund if the returned item does not meet our return conditions.

Order Cancellations

Orders may be canceled only before they are processed or shipped.

Once an order has been processed, packed, or shipped, it cannot be canceled. You may request a return after delivery if the item qualifies under this policy.

Refused Packages, Incorrect Addresses, and Failed Delivery

Customers are responsible for entering the correct shipping address at checkout.

We are not responsible for orders delayed, returned, or lost due to:

• Incorrect shipping addresses
• Missing apartment/unit numbers
• Refused delivery
• Failure to pick up a package
• Carrier delivery issues after the package is marked delivered

If an order is returned to us because of an incorrect address or failed delivery, the customer may be responsible for reshipping fees.

Lost or Stolen Packages

If tracking shows that an order was delivered, CryoVial is not responsible for lost or stolen packages.

Please contact the shipping carrier directly to file a claim. We will assist where possible, but we cannot guarantee a replacement or refund for packages marked delivered by the carrier.

Product Use Notice

CryoVial products are intended for cold storage support only. Always follow the storage instructions provided by the manufacturer or licensed professional for any temperature-sensitive item.