Lost Package
If your tracked order shows no movement for 14+ business days and is confirmed lost by the carrier, we will reship your order at no additional cost.
Refund / Reshipment
Our Refund & Reshipment Policy — Clear, Fair, and Buyer-Friendly
Cambridge Wizards stands behind every order. If your package is lost, seized, or arrives with an issue, we have a clear and fair resolution process. We are committed to making things right for every customer who encounters a genuine problem with their order.
Customs Seizure
For first-time customs seizures, we offer a free reshipment. Provide us with the customs notification and your order number to initiate the process.
Wrong or Damaged Product
If you receive the wrong compound or a damaged product, contact us within 30 days with photos and your order number. We will replace or refund promptly.
✅ Eligible for Refund / Reshipment
- Package confirmed lost by carrier (14+ business days, no movement)
- First-time customs seizure with official notification provided
- Wrong product received (different from what was ordered)
- Product arrived visibly damaged or compromised
- Significant purity discrepancy from stated COA (with evidence)
- Order never dispatched after payment confirmed
❌ Not Eligible for Refund / Reshipment
- Change of mind after order has been dispatched
- Incorrect delivery address provided by buyer
- Second or subsequent customs seizures to the same address
- Delays due to customs processing (not seizure)
- Claims submitted more than 30 days after delivery date
- Orders to countries where compounds are explicitly prohibited
Resolution Timeframes
24h
Initial claim acknowledgement
48–72h
Claim review and decision
1–3 Days
Reshipment dispatch after approval
3–5 Days
Refund processing after approval
SEO support: This section targets "research chemicals refund policy," "research chemical reshipment guarantee," "lost research chemical package," and "research compound customs seizure policy."
How to Submit a Claim
Follow the steps below to submit your refund or reshipment claim. Our team reviews all claims within 48–72 hours and responds with a resolution.
Claims Process
To ensure the fastest resolution, follow these four steps when submitting a claim:
1
Gather Evidence
Collect your order number, tracking info, photos of damaged goods, or customs notification documents.
2
Submit the Form
Complete the claim form below or email us directly at cambridgewizards@gmail.com with all details.
3
Claim Review
Our team reviews your claim within 48–72 hours and may request additional information if needed.
4
Resolution
Approved claims result in a reshipment dispatch within 1–3 days or a refund processed within 3–5 days.
Submit Your Claim
Fill in all required fields. The more detail you provide, the faster we can resolve your claim.
Questions About Your Order?
Our support team is available to help with any order-related queries. Reach out and we'll respond within 24 hours.