If something is wrong, tell us.

Last updated October 31, 2026

This policy is part of our terms and conditions and applies to every order placed on this site. All refunds are issued in US dollars (USD), to the original payment method.

The two windows

• Transit damage: 72 hours. Broken glass, a leaking vial or a crushed carton — photograph the outer box and the contents before unpacking further and email us within 72 hours of delivery. That window is the carrier’s, not ours: a transit claim has to be opened quickly or the carrier refuses it.
• Everything else: 30 days. Unopened returns, a wrong item, a short count, a lot code that will not resolve, or a parcel that never arrived — contact us within 30 days of delivery.

Start every claim by emailing support@bacnation.com — or calling (913) 787-2001, Monday – Friday, excluding US federal holidays — with your order number and, where relevant, photographs. We will reply with a decision and, where a return is needed, where to send it. Do not ship anything back before you hear from us.

What we replace or refund in full

In these cases you pay nothing, we cover return shipping if we need the item back, and you choose a replacement or a refund:

• Damaged in transit. Broken glass, a leaking vial, or a crushed carton.
• Wrong item or wrong quantity. Anything that does not match your order confirmation.
• Lot mismatch. If the batch code printed on your vial does not resolve in the certificate library, send us the code and we will resolve it or replace the vial.
• Never delivered. If tracking shows delivered but nothing arrived, tell us within 30 days and we will open a carrier claim and make it right.

Unopened returns — changed your mind

Unopened vials in their original packaging may be returned within 30 days of delivery for a refund of the item price. Return shipping is the purchaser’s unless the return is our error. There is no restocking fee. We inspect returns on arrival and refund to the original payment method.

What we cannot take back

• Opened vials, or any vial whose seal has been broken. Once a seal is broken we cannot confirm the contents, so we cannot resell or accept it. This is a sterility limit, not a restocking preference.
• Vials returned without contacting us first.
• Claims made more than 30 days after delivery.

Cancelling an order

Email or call us as soon as possible with your order number. If the order has not been picked we cancel it outright and refund it in full, same day. Once a shipping label exists the parcel is on its way and the return process above applies instead.

We may also cancel an order ourselves — for a pricing or description error, a stock shortfall, or an address we cannot ship to. If we cancel an order you have paid for, we refund it in full and tell you why.

Refund timing

We issue approved refunds to the original payment method within two business days of approving the claim — or, on an unopened return, of the return arriving and passing inspection. How quickly it then posts to your account is your bank or card issuer’s timing, not ours, and it is commonly five to ten business days after we issue it. We never refund to store credit unless you ask for it, and we do not issue partial refunds without telling you the arithmetic first.

Before you dispute a charge

The charge on your statement is billed by Four Gate Industries LLC, doing business as BAC Nation. If you do not recognise a charge, or something has gone wrong with an order, email support@bacnation.com or call (913) 787-2001 first. We would far rather fix it directly — we can usually identify a charge the same business day and issue a refund faster than a dispute can be decided. Contacting us does not affect your right to dispute the charge with your bank afterwards.

Contact

BAC Nation support: support@bacnation.com · (913) 787-2001 · Monday – Friday, excluding US federal holidays