Report within 48 hours with photographs, the temperature logger readout and a viability count, and we investigate against the release data for that lot. Where the deviation is ours – release failure, packing, documentation – the standard remedy is replacement or credit. Where the cause sits outside our control, such as a customs hold or mishandling after arrival, we still help: we will re-supply at cost rather than leave your experiment stranded. Fixing a run matters more to us than winning an argument about a vial.
