Announcement: Updated Policy on Floaters, Missing, and Damaged Items
Over the years, we have built our reputation on consistency and quality. Recently, however, we’ve encountered situations involving “floaters” in opened vials and reports of missing items from packages. Because this has not been an issue in the past, these situations raise legitimate concerns.
This update is not about shifting blame. It is about setting clear standards so responsibility can be properly determined and handled fairly for everyone.
Effective immediately, the following policies apply:
1. Vial Inspection Policy
Each vial must be visually inspected before opening and labeling.
If a vial is opened and labeled, it is considered accepted.
No refunds or replacements will be provided for floaters in opened or labeled vials.
Once a vial has been pierced, there is no way to determine whether contamination or damage occurred after receipt. In particular, damage caused by large-gauge needles (16–18g) can result in rubber fragments that resemble “floaters.” Because this cannot be verified after the fact, opened and labeled vials will not qualify for replacement.
This policy protects both sides and allows us to clearly acknowledge responsibility if an issue is present before the vial is opened.
2. Missing or Broken Product Claims
If you wish to request a replacement for missing or damaged products:
You must provide a full, continuous unboxing video.
The video must clearly show:
The original shipping label (including your name and address provided at the time of payment)
The sealed package before opening
The entire unboxing process
All contents displayed clearly (counting items out loud is strongly recommended)
Videos of already opened boxes, empty shipping bags, or partial recordings will not qualify.
Without proper unboxing documentation, replacements for missing items will not be issued.
This ensures transparency and protects everyone involved.
3. Delivery Responsibility
If tracking shows the package as delivered, it is considered delivered and received.
The only exception is if an address error was made on our end.
If the shipping carrier makes an error and we can verify that the correct address was used (via original shipping documentation), responsibility falls with the carrier, and unfortunately we cannot guarantee replacement in those cases.
We value long-term relationships built on trust and accountability. Clear procedures protect both you and us. Moving forward, these standards will be applied consistently.
Thank you for your understanding and cooperation.
Over the years, we have built our reputation on consistency and quality. Recently, however, we’ve encountered situations involving “floaters” in opened vials and reports of missing items from packages. Because this has not been an issue in the past, these situations raise legitimate concerns.
This update is not about shifting blame. It is about setting clear standards so responsibility can be properly determined and handled fairly for everyone.
Effective immediately, the following policies apply:
1. Vial Inspection Policy
Each vial must be visually inspected before opening and labeling.
If a vial is opened and labeled, it is considered accepted.
No refunds or replacements will be provided for floaters in opened or labeled vials.
Once a vial has been pierced, there is no way to determine whether contamination or damage occurred after receipt. In particular, damage caused by large-gauge needles (16–18g) can result in rubber fragments that resemble “floaters.” Because this cannot be verified after the fact, opened and labeled vials will not qualify for replacement.
This policy protects both sides and allows us to clearly acknowledge responsibility if an issue is present before the vial is opened.
2. Missing or Broken Product Claims
If you wish to request a replacement for missing or damaged products:
You must provide a full, continuous unboxing video.
The video must clearly show:
The original shipping label (including your name and address provided at the time of payment)
The sealed package before opening
The entire unboxing process
All contents displayed clearly (counting items out loud is strongly recommended)
Videos of already opened boxes, empty shipping bags, or partial recordings will not qualify.
Without proper unboxing documentation, replacements for missing items will not be issued.
This ensures transparency and protects everyone involved.
3. Delivery Responsibility
If tracking shows the package as delivered, it is considered delivered and received.
The only exception is if an address error was made on our end.
If the shipping carrier makes an error and we can verify that the correct address was used (via original shipping documentation), responsibility falls with the carrier, and unfortunately we cannot guarantee replacement in those cases.
We value long-term relationships built on trust and accountability. Clear procedures protect both you and us. Moving forward, these standards will be applied consistently.
Thank you for your understanding and cooperation.
