Return & Refund Policy

Unused kits

If you haven’t used a kit, you may return it for a refund within 30 days of delivery. The kit must be unused, uncontaminated, and in its original condition and packaging. To start a return, email [email protected] with your order number and we’ll provide instructions. Return shipping on unused kits is the customer’s responsibility unless the return is due to our error.

Used or filled kits

For safety and regulatory reasons, a kit that has been used, filled, or contaminated with waste cannot be returned or refunded. Once waste has entered a container, it must be processed for compliant destruction — this is a regulatory requirement, not a company preference.

Damaged or incorrect orders

If your kit arrives damaged, or you received the wrong item, contact us within 7 days of delivery and we’ll replace it or refund it at no cost to you, including shipping.

Restricted & regulated kits

Controlled-substance, RCRA-hazardous, and chemotherapy kits are governed by DEA and EPA regulations. Returns of these items are handled case by case in line with those rules — contact us before returning any regulated kit.

Refunds

Approved refunds are issued to your original payment method within 5–10 business days after we receive and inspect the returned item. You’ll get an email confirmation when your refund is processed.

How to request a return

Email [email protected] or call 501-904-2929 with your order number, and we’ll take it from there.

A mail-back kit is not a typical product return

It helps to think about our kits in two stages. Before a kit is used, it is an ordinary product — if it’s unopened and in original condition, the 30-day return above applies just like any e-commerce purchase. Once you place waste inside, the kit stops being a returnable product and becomes regulated waste headed for destruction. At that point the goal is no longer a refund; it’s compliant processing and a clean paper trail. That is why a filled kit can’t come back to inventory: once waste enters a container, it has to be destroyed under the applicable DEA, EPA, and DOT rules rather than restocked or resold.

What “returning” a used kit actually means

When you send a filled kit back, you are not returning a product for credit — you are shipping waste to our permitted facility for destruction using the prepaid label included with the kit. Mail-back sharps and pharmaceutical shipments travel under DOT packaging rules for regulated medical waste (UN3291), so please seal and pack the kit exactly as the enclosed instructions describe. Controlled-substance kits follow DEA chain-of-custody handling under 21 CFR part 1317. Sending the kit is what triggers destruction; it is a separate process from the refund path for unused kits.

Your documentation and proof of destruction

The most important thing you receive is not a refund — it’s evidence the waste was destroyed. Every completed destruction generates a Certificate of Destruction tied to your order, which is what you keep for your compliance records and audit trail. If you need a copy re-sent, or you’re missing documentation for an order, email us with your order number and we’ll get it to you. Keep these certificates with your other regulated-waste records.

If a kit arrives damaged

Inspect your kit when it arrives. If the outer packaging is crushed, a container is cracked, or the prepaid label or instructions are missing, do not use the kit — contact us within 7 days and we’ll send a replacement at no cost, including shipping. Never place waste into a compromised container, and never improvise packaging for a return; using the intact, provided kit is what keeps the shipment compliant with DOT requirements and keeps you protected.