Refunds and Returns FAQ

Note: Only labs in the US can buy from Quartzy. If you would like to access this feature, please email support@quartzy.com.

We understand that items may need to be returned from time to time. If the wrong item was delivered, it arrived broken, or you simply decide you no longer need it, Quartzy's Support Team will do their best to help facilitate a return or refund with the supplier!

 

FAQ

How do I know if an item can be returned before I buy it?

When purchasing from Quartzy, your items will either ship directly from one of Quartzy's own fulfillment centers, or will be drop-shipped from a partner warehouse.

Most items shipping from Quartzy's fulfillment centers are eligible for return. To shop items that will ship from a Quartzy fulfillment center, click the Ships from Quartzy toggle in the Shop.

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Below is an example of what requests will look like when drop-shipping from a partner warehouse, and when shipping from one of Quartzy's fulfillment centers. 

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Items drop-shipped from a partner warehouse are subject to that supplier's return policy, and may be subject to restocking fees per the supplier. Quartzy's Support Team can answer any questions you may have via email at orders@quartzy.com or via phone at 855-782-7899! 

 

Which items cannot be returned?

Please refer to the supplier's website to view the policy for returns on individual items. In general, items that may not be able to be returned are Sterile, Hazardous, or Temperature Sensitive. 

 

Which items can be returned?

Quartzy's Support Team will do their best to facilitate a return to whichever supplier an item came from. We will always work to provide a return and refund when items are damaged, the wrong item ships, or there is a performance issue with the product you received. 

 

Will there be a restocking fee for the item I return?

Restocking fees are commonly added to returned items. They usually range between 5-25% of the item cost, but can sometimes be as high as 40% of the cost of the item. 

 

How do I start the return process?

Send an email to orders@quartzy.com with the following information:

  • Quartzy order confirmation number (starts with QY)
  • Catalog number for each item that needs to be returned 
  • Reason(s) for the return
  • Any photos of the item and/or packaging, related to the reason for return 

A member of Quartzy's Support Team will review your request and reply to your email with the next steps. 

 

Next Up: Learn more about the Quartzy Guarantee

 

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