Shipping Policy

Where we ship

We ship to physical addresses in all 50 U.S. states from Phoenix, Arizona.

We do not ship internationally at this time, and we do not ship to freight forwarders. If you have address questions, contact support@psllabs.org before ordering.

Processing time

Orders usually process within 24 hours after payment clears. Carrier acceptance or collection may occur on the next operating day.

Processing is separate from carrier transit. The selected service does not promise same-day dispatch or a particular collection cutoff.

Delivery timing

USPS Ground Advantage transit is usually 2 to 5 business days after carrier acceptance for most contiguous U.S. destinations. Alaska and Hawaii can take longer.

Checkout shows the delivery options currently available for your order. If Priority Mail is offered, its usual transit is 2 to 3 business days after carrier acceptance for most contiguous U.S. destinations; Alaska and Hawaii can take longer.

Carrier timing is an estimate, not a guaranteed delivery date. Weekends, postal holidays, weather and carrier delays can change arrival dates.

Shipping rates

Standard USPS Ground Advantage shipping is $9.99 on orders with a product subtotal under $100 before discounts.

Orders with a product subtotal of $100 or more before discounts get free standard U.S. shipping at checkout. Free Standard shipping does not include a Priority upgrade.

When offered at checkout, USPS Priority Mail costs $24.99 when the product subtotal after discounts is $100 or less, or $22.99 when it is over $100. This threshold excludes tax and shipping charges. Availability depends on your shipping address and parcel. The Priority price replaces Standard shipping; it is not added to the Standard charge.

Packaging is chosen to protect vial seals and lyophilized material in normal transit.

Tracking

When tracking is saved to your order, we send a shipping email with the tracking number. Creating a label alone does not mean the carrier has received the package.

You can also check status anytime on Track Order with your email and order number. Carrier scans can take up to 24 hours to appear after label creation.

Lost packages

If tracking shows no movement for more than 5 business days, or a package is marked delivered but you cannot find it, email support@psllabs.org with your order number.

We will open a carrier inquiry and explain next steps.

Damaged packages

If packaging or vials arrive damaged, report it promptly. Report order issues promptly after carrier-confirmed delivery. Include your order number and clear photos so we can review the claim. A fixed review deadline has not been published. Contact support@psllabs.org as soon as you notice a problem.

Photograph the outer box, label, packing materials, and damaged items. Email support@psllabs.org with your order number and photos.

See Returns & Refunds for claim details, or contact us through Contact.