Here is exactly how your order gets from our bench to your lab. No fine print games.
Where we ship
We ship to addresses in the United States only, including Alaska, Hawaii, and PO boxes.
Processing
Orders placed before 1:00 PM Eastern on a business day ship the same day. Orders after the cutoff, or on weekends and carrier holidays, ship the next business day. Every order is picked, packed, and labeled in-house.
Shipping options and rates
| Option | Carrier service | Transit time | Price |
|---|---|---|---|
| Ground | UPS Ground | 3-5 business days | $10 |
| 2-Day Express | UPS 2nd Day Air | 2 business days | $20 |
| Next-Day Express | UPS Next Day Air | 1 business day | $40 |
Orders of $150 or more (product total, before coupons) ship Free 2-Day Express, and the Next-Day Express upgrade drops to $20. Transit times are counted in business days from the day your order ships.
Alaska and Hawaii ship via FedEx 2Day in a FedEx box, whichever option you choose, because UPS air service to those states is prohibitively expensive. PO boxes ship via USPS Priority Mail, since UPS and FedEx do not deliver to PO boxes. Delivery times on these shipments can differ from the table above.
Tracking
You get a tracking number by email the moment your label is created, and you can follow your box any time at elutide.com/track.
Signature on delivery
Orders with a total over $400 ship with UPS signature confirmation. Someone needs to be at the address to sign for the box; the driver will not leave it on a porch. If nobody is home, UPS tries again the next business day or holds the package at a nearby UPS Access Point, where you can pick it up with a photo ID. A small inconvenience, and the reason a high-value box never ends up in the wrong hands.
We may require a signature on other orders at our discretion. PO box shipments cannot carry a signature requirement. If an order requires a signature and you ask the carrier to leave it without one, SafeArrival coverage no longer applies to that shipment.
Packaging
Products ship in discreet, protective packaging. Every box includes the Certificate of Analysis for the exact lot you received.
SafeArrival package protection
SafeArrival is our own package protection program. It is added to your order by default at checkout with its price shown next to it (from $2.99), and you can remove it with one click before you place your order. It is not insurance: every remedy comes directly from us, so you never have to fight the carrier.
With SafeArrival, a lost, stolen, or damaged package gets resolved faster, you can choose a refund instead of a reship, porch theft is covered, and a late expedited delivery earns a shipping refund. Full details, coverage limits, and exclusions are in the SafeArrival Terms.
If something goes wrong
Every order gets a real person on our team, with or without SafeArrival. Here is how the most common problems are handled.
| Situation | With SafeArrival | Without SafeArrival |
|---|---|---|
| Lost in transit (no tracking movement) | Reship or refund after 5 business days | Reship after 10 business days, or once the carrier declares it lost |
| Label created but never scanned by the carrier | Reship after 3 business days | Reship after 5 business days |
| Marked delivered, but not received | Reship 24 hours after the delivery scan, with a signed attestation. Refunds require a police report. | Reviewed case by case after the carrier investigates. A police report is required on orders over $100. |
| Porch theft | Reship or refund with a signed affidavit and police report | Not covered |
| Damaged in transit | Reship once photos are reviewed; refund after investigation | Handled through the carrier’s damage claim |
| Returned to sender | One free reship per 12 months with a corrected address | You pay the reship, or receive a refund minus original shipping |
Report problems promptly. Damage must be reported within 14 days of delivery. Missing, stolen, or lost packages must be reported within 30 days of the delivery scan or last tracking update. Keep the box and packing materials until a damage claim is closed. The SafeArrival Terms list the documentation each claim needs.
Address changes
Double-check your address at checkout; we ship to the address you provide. We can change the address for free any time before your order ships. After it ships, we can ask the carrier to intercept and reroute it for a non-refundable $25 fee, but the carrier does not guarantee success. A wrong address entered at checkout is not covered by SafeArrival.
Contact us
Open a request any time at elutide.com/support, chat with us on the site, or text us at 586-300-5006. A real person on our team answers every one.
For Research Use Only. Not Intended for Human Consumption.