Last updated: August 18, 2026
If something is wrong with your order, email support@aestheticamino.com with your order number and a photo. We resolve nearly everything within 48 hours, and a direct refund or replacement from us is faster and simpler than any other route. We would rather keep a customer than win an argument.
What follows is the detail — when we replace, when we refund, and the handful of situations where we cannot.
We sell research chemicals in sealed, single-use vials. Once a vial has left our custody we have no way to verify how it was stored or handled, and we will not resell material whose chain of custody we cannot vouch for. That constraint is what shapes everything below. It is not a reluctance to make things right.
If a sealed vial arrives with a visible defect — cracked glass, a compromised stopper, missing or damaged lyophilized cake, an obviously incorrect fill — email us within seven calendar days of delivery with photos of the vial and its label. We will replace it on our next shipment or refund it, your choice.
If the insulated mailer arrives crushed, soaked, or opened, photograph the package before unpacking further and email us within 24 hours of delivery. We replace the affected items. You do not need to prove the material degraded — a failed package is enough.
If we shipped the wrong compound or the wrong vial size, that is entirely on us. Tell us and we ship the correct item at our cost. We will usually ask you to keep or dispose of the incorrect vial rather than return it, since it cannot go back into inventory.
If your situation is close to one of these lines, write to us anyway and explain what happened. We would rather look at the specifics than apply a rule mechanically.
You can cancel any time before we pack it, for a full refund. Once a package has a tracking number it is on its way and cannot be recalled.
If you decide not to pay for an On Hold order, you do not need to do anything — unpaid orders cancel automatically after 24 hours and no money changes hands.
If tracking stalls for three business days, or the package is more than three business days past its estimate, email us within 72 hours of the original estimated delivery date. We open a carrier trace. If the carrier declares it lost, we reship at no cost to you, or refund it if you prefer. Carrier claim windows are firm, so the sooner you tell us, the more we can do.
Photograph everything and email us within 24 hours of delivery. We replace the damaged items.
If a package comes back to us because delivery was refused, because no adult was available to sign after the carrier's attempts, or because the address was incorrect, we will refund the product cost. Shipping is not refundable in that situation, since it was already spent. If you would like it sent out again, we can do that once the returned package is back in hand and you cover reshipment.
We accept Venmo and Zelle. Both are push payments, closer to handing someone cash than to paying by card. Neither offers the reversal mechanism a credit card does, and Zelle in particular provides essentially no recourse once a transfer completes. This is worth understanding before you send money to any online merchant, us included.
What that means practically: if there is a problem with your order, we are the fastest and in most cases the only path to a resolution. Email support@aestheticamino.com. We answer every message, we have never needed a third party to settle a dispute, and we can refund you directly the same day we agree there is a problem. Opening a case with Venmo or your bank first does not speed anything up — it usually freezes the transaction while we wait on someone else's process, which delays the refund we were already willing to send you.
If we have genuinely failed you and we are not fixing it, then of course use whatever remedy is available to you. We would just rather it never gets that far.
Occasionally a transfer reverses or fails after we have already shipped — a bank hold, an app-level flag, a duplicate-send correction. If that happens we will email you, tell you exactly what we see, and work with you to sort out the underlying issue with your bank or the payment app. While that is in progress we will hold the balance as store credit on your account rather than treat it as a debt. In our experience these are administrative hiccups, not bad faith, and they resolve.
Email support@aestheticamino.com with:
We reply within one business day and usually resolve it in the same message.
Refunds go back through the method you paid with — returned to the Venmo account or Zelle contact the payment came from. We issue refunds within two business days of approving them. How quickly the money appears on your end depends on Venmo or your bank, typically the same day for Venmo and one to three business days for Zelle.
Store credit, where it applies, is issued as a coupon code against your account and does not expire.
For research use only. Not for human or veterinary use. Not a drug, food, cosmetic, or dietary supplement.
Aesthetic
Aminos
Research use only · not for human consumption