All sales are final
Because all products on NewTrimEra are sensitive laboratory research chemicals whose purity and chain of custody cannot be verified once they leave our facility, all sales are final and we cannot accept returns of opened or unopened product.
Damaged, defective, or incorrect items
If your shipment arrives damaged, defective, or contains an item different from what you ordered, contact us within 72 hours of delivery with your order number and clear photos of the packaging and product. Eligible claims will be resolved by replacement of the affected item(s).
Lost or undelivered shipments
If tracking shows a shipment as lost in transit, contact us within 14 days of the last tracking update so we can open a carrier investigation. Resolution may include reshipment once the carrier confirms loss.
Order cancellations
Orders can be canceled for a full refund only before payment has cleared and before the order has entered the fulfillment queue. Once an order has shipped it cannot be canceled.
Refused or undeliverable packages
Packages returned to us as refused, undeliverable, or unclaimed are not eligible for a refund. Reshipment is available at the buyer's expense.
How to submit a claim
Email Support@newtrimera.com with your order number, a description of the issue, and supporting photos. Approved refunds are issued to the original payment method within 5–10 business days of approval.