Processing time refers to the time required to create and prepare an order. It does not include the carrier’s delivery time. Once an order is complete, it will be shipped as soon as reasonably possible, usually within one business day.
Trace ‘Tides is not responsible for delays caused by weather, carriers, or natural disasters. We are not responsible for delays or non-delivery due to incorrect shipping addresses entered upon checkout. It is the customer’s responsibility to ensure shipping address is accurate. If there are gate codes, or special instructions, please ensure you provide that.
Customers will receive a tracking number after a shipping label has been created. Tracking information may take additional time to become active after the carrier receives the package.
Trace ‘Tides selects shipping services based on delivery speed, reliability, destination, and cost. Estimated delivery dates are provided by the carrier and are not guaranteed unless expressly stated otherwise.
Customers are responsible for providing a complete and accurate shipping address. Trace ‘Tides is not responsible for delays, losses, or additional shipping expenses caused by an incorrect or incomplete address supplied by the customer.
Customers may purchase Optional Shipping Protection during checkout for an additional fee.Optional Shipping Protection provides coverage for orders that are lost, stolen, or damaged during shipping, subject to the terms and claim requirements below. The protection fee will be displayed separately in the order total and is non-refundable once the order has shipped.
Shipping Protection is optional and will not be added to an order unless selected by the customer during checkout.
A protected order may qualify for assistance when:
• The carrier confirms that the package was lost during shipping.
• The package arrives with physical shipping damage that also damaged the purchased products.
• Items are missing because the package was damaged or opened during shipping.
• Tracking shows the package as delivered, but the customer reports that it was stolen or cannot be located after completing the required delivery-search steps.
Coverage applies only to the merchandise included in the protected order. Shipping charges, protection fees, customs charges, taxes, and consequential or indirect losses may not be covered unless required by law.
Shipping Protection does not cover:
• An incorrect or incomplete address provided by the customer.
• A package redirected, forwarded, or delivered to an address other than the address entered during checkout.
• Delivery delays that do not result in permanent package loss.
• Claims involving suspected fraud, misrepresentation, or abuse.
• Orders for which the customer refuses to provide reasonably requested claim documentation.
• Losses reported outside the claim deadlines stated below.
• Packages returned to Trace ‘Tides because the customer refused delivery or failed to retrieve the package.
• Duplicate recovery from Trace ‘Tides, a carrier, a payment provider, or another protection service for the same loss.
Customers should first review the tracking information, check all entrances and delivery areas, ask household members or neighbors, and contact the local carrier office when a package is marked delivered but cannot be located.
A claim for a package marked delivered but not received must be submitted within seven calendar days of the recorded delivery date.
Visible shipping damage or missing contents must be reported within three calendar days of delivery.
A package that appears to be lost in transit should be reported after the carrier’s estimated delivery date has passed and no later than 30 calendar days after shipment.
To begin a claim, contact Trace ‘Tides at support@tracetides.com or call or text TBD. Please provide:
• The order number
• The customer’s full name
• A description of the problem
• Photographs of the product, packaging, and shipping label when damage is involved
• Any relevant carrier correspondence
• A police report or other documentation when reasonably requested for a theft claim
Customers must retain the product, original packaging, mailing container, and shipping label until the claim has been resolved.
Trace ‘Tides will review the claim and may request additional information. Approval is not automatic merely because Shipping Protection was purchased.
For an approved claim, Trace ‘Tides may provide, at its discretion and subject to product availability:
• A replacement
• Store credit
• A refund of the covered merchandise value
Trace ‘Tides may submit a claim to the applicable carrier or protection provider. The customer agrees to reasonably cooperate with that process and may not obtain duplicate reimbursement for the same loss.
Orders Without Shipping Protection
Trace ‘Tides carefully prepares, packages, and tracks every shipment. Customers who decline Optional Shipping Protection may still contact us if an order is lost, damaged, or stolen.
We will assist with reviewing tracking information and any claim that may be available through the shipping carrier. However, assistance, replacement, refund, or store credit is not guaranteed when Optional Shipping Protection was declined, except where otherwise required by applicable law. Each carrier provides basic insurance in the shipping cost:
• USPS insures up to $50 on packages
• FedEx provides up to $100 on packages
• UPS provides up to $100 insurance on packages
Trace ‘Tides will replace items that arrive with a verified defect caused by the manufacturer.
Please contact us promptly and provide photographs showing the problem. We may ask that the item be returned for inspection before determining the appropriate replacement.
Manufacturing defects do not include normal wear, accidental damage, or damage resulting from improper handling or use.
All products offered by Trace Tides are intended for laboratory research use only. These materials are not for human or veterinary consumption, medical use, diagnostic procedures, or therapeutic applications. Trace Tides supplies products exclusively to qualified professionals and licensed research institutions. Statements on this website are for informational and educational purposes only and have not been evaluated by the U.S. Food and Drug Administration (FDA). By accessing this site, you confirm that you are a qualified researcher or institution representative and agree to use all materials in accordance with applicable laws, regulations, and safety guidelines.
This website is restricted. To continue, please confirm you meet the minimum age requirement and accept the agreement below.
Both confirmations are required to continue. If you do not meet these requirements, please close this page.
