Refunds & Returns Policy
Effective Date: August 1, 2026
At Twisted Ladder Labs, we take product quality and customer satisfaction seriously. Because our products are laboratory research materials that require appropriate handling and storage, certain restrictions apply to returns and refunds.
Please review the policy below before placing your order.
Returns
Return requests must be submitted within 14 days of delivery.
To be eligible for consideration, products must be:
- Unopened and unused
- In their original packaging
- In the same condition in which they were received
- Properly stored and handled after delivery
For quality-control and product-integrity reasons, products that have been opened, altered, damaged after delivery, improperly stored, or otherwise removed from their original condition are not eligible for return.
Do not ship a product back without first receiving return authorization from Twisted Ladder Labs.
To request a return, contact:
Please include your name, order number, product(s) involved, and reason for the return.
Damaged Products
If your order arrives damaged, please contact us within 48 hours of delivery.
Include:
- Your order number
- A description of the damage
- Clear photographs of the product and packaging
- Photographs of the shipping container when applicable
Once reviewed, eligible claims may result in a replacement, store credit, or refund at our discretion.
Please retain the product and all original packaging until your claim has been resolved.
Incorrect or Missing Items
If you receive an incorrect product or an item is missing from your shipment, contact us within 48 hours of delivery at:
Please include your order number and a description of the issue.
If an error occurred during fulfillment, Twisted Ladder Labs will work to correct the order at no additional cost to you.
Order Cancellations
Orders may be canceled before they enter processing or fulfillment.
Once an order has been processed or shipped, it cannot be canceled and will be subject to the applicable return provisions of this policy.
If you need to request a cancellation, contact us as soon as possible at admin@twistedladderlabs.com.
We cannot guarantee that a cancellation request can be completed before an order enters fulfillment.
Refunds
Approved refunds will be issued to the original payment method whenever possible.
Please allow time for your financial institution or payment provider to process and post the refund after it has been issued.
Original shipping charges are generally non-refundable unless the return results from an error by Twisted Ladder Labs or the product was damaged during shipment.
Return shipping costs are the responsibility of the purchaser unless the return results from an incorrect or defective shipment attributable to Twisted Ladder Labs.
Refused & Undeliverable Packages
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Orders returned to Twisted Ladder Labs because of an incorrect or incomplete address, refusal of delivery, or other circumstances outside our control may be subject to additional shipping charges before being reshipped.
Original shipping charges may not be refundable.
Lost or Stolen Packages
If tracking indicates that a package was delivered but you cannot locate it, please first check the delivery location, household members, neighbors, and the applicable shipping carrier.
Contact admin@twistedladderlabs.com if additional assistance is needed.
Twisted Ladder Labs will review shipping issues individually, but we cannot guarantee replacement or reimbursement for packages confirmed as delivered by the carrier.
Chargebacks & Payment Disputes
If you believe there is a problem with your order or payment, please contact us before initiating a payment dispute or chargeback.
We want the opportunity to investigate the issue and work toward an appropriate resolution.
Fraudulent or abusive payment disputes may result in restrictions on future purchases.
Research Materials
All products offered by Twisted Ladder Labs are sold exclusively for legitimate laboratory and scientific research purposes.
Because proper storage, handling, and chain of custody cannot be independently verified after delivery, Twisted Ladder Labs reserves the right to decline returns when product integrity may have been compromised.
Products are not eligible for return based on results or outcomes arising from unauthorized use, improper handling, storage, experimentation, or use inconsistent with their Research Use Only designation.
Contact Us
Questions or claims regarding refunds, returns, damaged shipments, or incorrect orders should be directed to:
Twisted Ladder Labs
2600A E Seltice Way #568
Post Falls, ID 83854
Email: admin@twistedladderlabs.com
We aim to respond to customer service requests within 48 hours.
Research Use Only
All products sold by Twisted Ladder Labs are intended exclusively for legitimate laboratory and scientific research purposes. Products are not intended for human or veterinary use or consumption and are not intended to diagnose, treat, cure, or prevent any disease.