A chargeback should be the last step, not the first one. If something is wrong with an order or a charge, tell us and we will make it right. Here is how payment disputes work at Elutide.
Talk to us first
Almost every problem gets solved faster by us than by your bank. Reach us at [email protected], through our contact page, or by text at (586) 300-5006, and include your order number. Section 12 of our Terms of Service asks that you contact us and give us a chance to resolve any dispute before taking it anywhere else.
How we handle the usual problems
- Package lost in transit. Let us know. We open a claim with the carrier and work with you on a replacement or a refund. If your order included SafeArrival, the SafeArrival terms also apply.
- Damaged or incorrect items. Report them within 14 days of delivery with photos, as set out in our Terms of Service.
- Returns. Unopened products in original condition can be returned within 30 days of delivery once we issue a return authorization.
- A charge you do not recognize. Contact us before you call your bank. We will match the charge to an order and tell you exactly what it was for.
- Refunds. Approved refunds go back to your original payment method within 5 to 10 business days.
If a chargeback is filed
We respond to every chargeback. We give the card issuer the full record of the order, which can include payment and authorization details, billing and shipping information, your account and order history, the photo taken when your order was packed, carrier tracking and delivery confirmation, and our messages with you.
While a chargeback is open, we may pause new orders on the account. We cannot issue a refund for an order while a chargeback on that same order is open, because the card network handles the money until the dispute closes.
If a chargeback is filed for an order that was delivered as described, or after we already issued a refund or replacement, we may close the account, cancel pending orders, remove unused Research Rewards credit, and seek to recover the amount owed.
Filed one by mistake?
If you filed a chargeback and the issue has since been fixed, or you recognize the charge after all, contact your card issuer to withdraw the dispute and let us know. We are glad to help sort it out.
If your card was used without permission
Contact your card issuer right away, then tell us so we can stop any order that has not shipped yet.
Your rights
Nothing in this policy limits any right you have under applicable law, including your right to dispute a charge with your card issuer under the Fair Credit Billing Act and your card network’s rules.
Last updated October 5, 2026.