Our Guarantee

Nova Aminos guarantees that every product leaves our facility in good condition, properly sealed, and as described on the product page. If something goes wrong on our end, we’ll make it right.

What’s Covered

You are eligible for a replacement or refund if:

• The product arrives damaged (broken vial, leaking package, crushed packaging)
• The product arrives defective (visible contamination, broken seal, wrong fill volume)
• You received the wrong product or wrong size/variant
• An item from your order is missing

What’s Not Covered

• Change of mind after the order ships
• Customer ordering errors (wrong product or wrong size selected at checkout)
• Any damage caused after delivery
• Products that were administered, opened, reconstituted, or otherwise used
• Issues reported more than 7 days after delivery

How to File a Claim

Within 7 days of delivery, email support@novaaminos.org with:

1. Order number in the email subject line
2. Description of the issue (be specific)
3. Photos: outer packaging, inner packaging, the affected product, and any damage clearly visible

What Happens Next

We will review your claim within 1–2 business days. If approved, we will:

• Ship a replacement at no cost to you (default for damaged or wrong items), or
• Issue a full refund to your original payment method (CashApp or Zelle), if you prefer or if a replacement is not possible

We don’t require you to return damaged products in most cases — please dispose of them safely per your lab’s protocols.

Refund Timing

Approved refunds are sent within 1–2 business days of approval, to the same method you paid with (CashApp or Zelle). Once sent, the funds are typically available right away, though CashApp or Zelle can occasionally take a few business days to post.

Claim Disputes

If we determine that a claim does not qualify for refund or replacement, we will explain why in writing. You may respond with additional information for a second review. Final decisions on claims rest with Nova Aminos.

Contact

Questions or want to start a claim? Email support@novaaminos.org. Include your order number for fastest response.