Shipping policy

Shipping & Delivery Policy

Last Updated: July 24, 2026

This Shipping & Delivery Policy explains how DISSOLV processes, ships, and delivers orders placed through our website.

By placing an order with DISSOLV, you acknowledge and agree to this Shipping & Delivery Policy, our Terms of Service, Return, Refund & Exchange Policy, Legal Notice, Privacy Policy, and any additional terms presented at checkout.

1. Order Processing

Orders are reviewed and processed after payment authorization and any necessary compliance, identity, address, inventory, or fraud-prevention screening has been completed.

Order processing time is separate from carrier transit time. Processing may take longer during:

  • Weekends and holidays;
  • Product launches or promotional periods;
  • Periods of unusually high order volume;
  • Inventory reconciliation or quality-control review;
  • Payment or address verification;
  • Severe weather or regional emergencies;
  • Carrier or supply-chain interruptions; or
  • Compliance or security review.

Orders placed on weekends, holidays, or after the applicable daily processing cutoff may begin processing on the next business day.

An order confirmation does not mean that an order has shipped or that the order has been finally accepted for fulfillment. DISSOLV reserves the right to hold, limit, decline, or cancel an order as permitted by our Terms of Service.

2. Shipping Estimates

Shipping methods and estimated transit times, when available, are displayed during checkout. All delivery dates and transit times are estimates unless DISSOLV expressly provides a written delivery guarantee.

Estimated transit time begins when the carrier accepts the shipment. It does not begin when the order is placed.

Selecting an expedited shipping method affects the carrier’s anticipated transit time only. It does not necessarily shorten order processing, verification, quality-control review, or fulfillment time.

DISSOLV does not guarantee delivery by a particular date unless that guarantee is expressly stated in writing and specifically applies to the order.

3. Shipping Delays

We work to fulfill orders within the time communicated at checkout or in the applicable product listing. If we are unable to ship within the stated time, we may contact you regarding the delay, provide a revised shipment estimate, request your consent to continue waiting, or cancel and refund the unshipped portion of the order, as required by applicable law.

DISSOLV is not responsible for carrier transit delays or delivery disruptions caused by circumstances outside our reasonable control, including:

  • Weather or natural disasters;
  • Carrier congestion or service interruptions;
  • Mechanical or transportation failures;
  • Incorrect or incomplete address information;
  • Restricted access to the delivery location;
  • Government action or regulatory restrictions;
  • Security inspections;
  • Labor disruptions;
  • Public emergencies;
  • Customs or import processing;
  • Package rerouting requested by the customer; or
  • Other events outside the reasonable control of DISSOLV.

4. Shipping Confirmation and Tracking

When an order ships, a shipping confirmation may be sent to the email address or telephone number associated with the order. Where available, the confirmation will include a carrier tracking number.

Tracking information may take time to appear or update after a shipping label is created. A “label created” status generally means that shipment information has been transmitted to the carrier and does not necessarily mean the carrier has physically received or scanned the package.

Carrier tracking systems are maintained by third parties. DISSOLV does not control the frequency, timing, completeness, or accuracy of carrier tracking updates.

5. Accurate Shipping Information

Customers are responsible for providing a complete, accurate, and deliverable shipping address at checkout.

Before submitting an order, please confirm the following information:

  • Recipient’s full name;
  • Street address;
  • Apartment, suite, unit, or building number;
  • City, state, and postal code;
  • Company or laboratory name, when applicable;
  • Telephone number; and
  • Email address.

DISSOLV is not responsible for delays, failed delivery, loss, return-to-sender charges, deterioration, or additional shipping expenses caused by inaccurate, incomplete, outdated, or undeliverable address information supplied by the customer.

Address Changes

If you discover an address error, contact us immediately at aloha@dissolv.com.

We will attempt to assist when possible, but we cannot guarantee that an address can be changed after an order has been submitted. Once an order has entered fulfillment or has been transferred to the carrier, DISSOLV may be unable to modify, redirect, intercept, or cancel the shipment.

Address modifications submitted directly to a carrier are made at the customer’s risk. DISSOLV is not responsible for loss, delay, misdelivery, or temperature exposure caused by a customer-requested carrier reroute, hold, or delivery change.

6. Temperature-Sensitive and Research Products

Certain DISSOLV products may be sensitive to heat, freezing temperatures, light, moisture, prolonged transit, or other environmental conditions.

When appropriate, DISSOLV may use insulated packaging, protective materials, temperature-control components, or expedited shipping methods. These measures are intended to reduce environmental exposure but do not guarantee that a package will remain at a constant temperature throughout transit.

Unless expressly stated otherwise for a particular product, the use of an ice pack, cooling component, insulated mailer, or similar packaging does not mean that the product is required to remain frozen or continuously refrigerated during every moment of shipment.

Cooling materials may arrive partially thawed, fully thawed, or no longer cold. This condition alone does not establish that the product is damaged, defective, degraded, or unusable.

Product quality concerns are evaluated based on all available information, which may include:

  • The product involved;
  • Transit time;
  • Reported environmental conditions;
  • Packaging condition;
  • Photographs or video;
  • Carrier records;
  • Lot-specific information;
  • Available stability information; and
  • Any other relevant facts.

Prompt Retrieval and Storage

Customers are responsible for monitoring tracking information, arranging prompt retrieval of the package, and storing products according to the label or product-page instructions immediately after delivery.

DISSOLV is generally not responsible for product deterioration or loss caused by:

  • A package remaining outdoors or in a mailbox after delivery;
  • Failure to retrieve a package promptly;
  • Delivery to an unattended or unsecured location;
  • Customer-requested carrier holds or rerouting;
  • Failure to follow storage instructions after delivery;
  • Repeated or prolonged exposure after confirmed delivery; or
  • Unauthorized access to the delivered package.

7. Weekend and Holiday Shipping

To reduce the risk that sensitive products remain in carrier facilities over a weekend or holiday, DISSOLV may delay shipment until the next appropriate business day.

This precautionary delay does not necessarily indicate that the order is backordered or unavailable.

Carrier pickup, movement, tracking, and delivery schedules may be limited on Saturdays, Sundays, federal holidays, and regional holidays.

8. Delivery and Risk of Loss

A package is generally considered delivered when the carrier’s tracking information reports delivery to the shipping address, authorized recipient, mailroom, front desk, reception area, parcel locker, pickup point, or other location associated with the address provided at checkout.

To the extent permitted by applicable law, risk of loss passes to the customer upon confirmed delivery to the address or authorized delivery location provided for the order.

Nothing in this policy limits rights or remedies that cannot legally be waived.

9. Signature Requirements

DISSOLV may require a signature for certain orders based on order value, product type, destination, payment review, security concerns, or other risk factors.

When a signature is required, the customer is responsible for ensuring that an authorized adult is available to accept the shipment.

A carrier’s inability to obtain a required signature may result in a delayed delivery, carrier hold, return to sender, or additional shipping charge.

A customer request to waive a signature requirement, when permitted, may shift the risk of theft, loss, or misdelivery to the customer to the maximum extent allowed by law.

10. Delivered but Missing Packages

If tracking shows that a package was delivered but you cannot locate it, please promptly:

  1. Confirm that the shipping address on the order is correct;
  2. Check the mailbox, parcel locker, entrances, side doors, and surrounding delivery area;
  3. Ask household members, employees, reception personnel, neighbors, or property-management staff whether they accepted the package;
  4. Review any available security or doorbell-camera footage; and
  5. Contact the carrier for delivery details or geographic scan information.

You must notify DISSOLV within 7 calendar days after the package is marked as delivered if the package remains missing.

DISSOLV may require a written statement, identity verification, carrier claim, police report, security footage, or other supporting information before reviewing a missing-delivery claim.

A carrier’s delivered status does not automatically guarantee a replacement or refund. Claims are evaluated individually based on the available evidence, order history, delivery records, carrier findings, destination, and other relevant circumstances.

11. Lost or Stalled Shipments

A package is not necessarily lost merely because tracking has not recently updated. Carriers may miss scans, route packages between facilities, or update tracking information after a delay.

If a shipment appears materially delayed, contact DISSOLV so that we can review the tracking history and, when appropriate, initiate a carrier inquiry or claim.

DISSOLV may wait until the carrier’s applicable investigation or delivery period has expired before determining whether a replacement, store credit, refund, or other resolution is appropriate.

Any resolution is subject to the facts of the claim, product availability, carrier findings, applicable law, and our Return, Refund & Exchange Policy.

12. Damaged, Leaking, Broken, or Incorrect Shipments

Please inspect your order promptly after delivery.

If an order arrives damaged, defective, leaking, broken during transit, or contains an incorrect item, contact DISSOLV within 7 calendar days after delivery.

Please provide:

  • Your full name;
  • Your order number;
  • A clear description of the issue;
  • Photographs of the affected product;
  • Photographs of the internal packaging;
  • Photographs of all sides of the shipping box or mailer;
  • A photograph showing the shipping label; and
  • Any other information reasonably requested during review.

Do not discard the product, packaging, shipping box, label, or packing materials until DISSOLV confirms that they are no longer needed. The carrier or DISSOLV may require the materials for inspection or claim processing.

Depending on the circumstances, an approved resolution may include:

  • A replacement;
  • Store credit;
  • A partial refund;
  • A refund to the original payment method; or
  • Another reasonable resolution.

Submission of a claim does not guarantee approval. Every request is evaluated individually.

13. Return-to-Sender Shipments

A shipment may be returned to DISSOLV because of an inaccurate address, refused delivery, unsuccessful delivery attempts, unclaimed package, expired carrier hold, address-access problem, or another delivery issue.

If an order is returned to sender, DISSOLV will review the condition and circumstances of the shipment before determining whether it may be reshipped, refunded, credited, or otherwise resolved.

Additional shipping charges may apply when reshipment is requested because of:

  • An incorrect or incomplete address supplied by the customer;
  • Failure to claim or accept the package;
  • Refusal of delivery without prior authorization;
  • A customer-requested reroute or carrier hold; or
  • Another circumstance outside DISSOLV’s control.

Original and return shipping charges are generally non-refundable when a shipment is returned for reasons not caused by DISSOLV.

Sensitive, perishable, or temperature-dependent products may be ineligible for reshipment or refund after an extended return transit because their condition can no longer be verified.

14. Shipping Restrictions

DISSOLV may limit or refuse shipment based on:

  • Applicable federal, state, local, or international law;
  • Product-specific restrictions;
  • Carrier rules;
  • Payment-provider requirements;
  • Export-control or sanctions requirements;
  • Weather or temperature conditions;
  • Destination accessibility;
  • Fraud or compliance concerns; or
  • Operational or safety considerations.

The availability of a product on our website does not represent that the product may lawfully or practically be shipped to every destination.

DISSOLV may cancel an order or remove an item from an order when shipment is unavailable, restricted, unsafe, or commercially impracticable. When appropriate, amounts paid for unshipped items will be returned to the original payment method.

15. P.O. Boxes, Mail Forwarders, Hotels, and Shared Locations

Certain carriers, shipment types, signature services, or temperature-sensitive products may not be eligible for delivery to P.O. boxes.

Orders shipped to hotels, temporary accommodations, mail-forwarding services, virtual mailboxes, freight forwarders, commercial receiving agencies, coworking locations, shared mailrooms, or third-party reshippers are sent at increased customer risk.

DISSOLV is generally not responsible for loss, delay, mishandling, deterioration, repackaging, storage, or non-delivery occurring after a package is delivered to a mail forwarder, hotel, commercial receiving agent, freight forwarder, or other third-party recipient designated by the customer.

16. International Shipping

International shipping is available only when expressly offered during checkout.

International customers are responsible for determining whether products may lawfully be imported, received, possessed, or used in the destination country.

International orders may be subject to:

  • Customs inspections;
  • Import restrictions;
  • Taxes and duties;
  • Brokerage fees;
  • Licensing or documentation requirements;
  • Carrier surcharges;
  • Delays;
  • Seizure, rejection, abandonment, or destruction; and
  • Other governmental action.

Unless expressly collected during checkout, customs duties, import taxes, brokerage charges, and related fees are the customer’s responsibility.

DISSOLV cannot guarantee customs clearance or provide legal advice concerning another jurisdiction’s import requirements.

Customs delay, refusal, confiscation, destruction, or abandonment does not automatically qualify an order for a refund. Any request will be reviewed individually and subject to applicable law.

17. Shipping Charges

Shipping charges are calculated or displayed during checkout based on the destination, selected service, package characteristics, product requirements, and other applicable factors.

Shipping charges are generally non-refundable after an order has shipped, except when the refund is required by law or the shipment issue resulted from a verified error by DISSOLV.

Carrier charges for address correction, rerouting, return shipping, remote delivery, customs, storage, or redelivery may be charged to the customer when caused by customer-provided instructions or information.

18. Split Shipments

DISSOLV may divide an order into multiple shipments based on product availability, storage requirements, fulfillment location, packaging requirements, or operational considerations.

Separate shipments may have different tracking numbers and may arrive on different dates.

Unless additional charges were clearly disclosed and accepted, customers will not be charged an additional shipping fee solely because DISSOLV elected to divide an order into multiple shipments.

19. Order Consolidation

Separate orders may not be automatically combined. Once submitted, each order may enter processing independently.

DISSOLV does not guarantee that separate orders can be consolidated or that duplicate shipping charges can be refunded.

20. Order Cancellation

Contact us immediately if you need to request cancellation of an order.

Cancellation requests are not guaranteed. Orders may be processed quickly, and an order generally cannot be canceled after it has entered fulfillment, been packaged, or been transferred to a carrier.

If an order has already shipped, any available remedy will be governed by our Return, Refund & Exchange Policy.

DISSOLV may cancel an order before shipment due to inventory limitations, pricing errors, compliance concerns, suspected fraud, restricted destinations, payment issues, or other circumstances permitted under our Terms of Service.

21. Research Use Only Shipments

Products marked “Research Use Only,” “RUO,” “Not for Human Consumption,” or with similar language are shipped solely for lawful laboratory, analytical, developmental, or scientific research.

Shipment of an RUO product does not authorize human or animal administration, personal experimentation, clinical use, therapeutic use, diagnostic use, cosmetic use, food use, supplement use, or any other prohibited purpose.

By accepting delivery, the purchaser continues to make all purchaser certifications and representations contained in the DISSOLV Terms of Service and Legal Notice.

22. Fraud Prevention and Shipping Verification

To protect customers and DISSOLV, certain orders may require additional verification before shipment.

Verification may include:

  • Confirmation of billing or shipping information;
  • Identity verification;
  • Payment authorization;
  • Confirmation of the purchase purpose;
  • Signature requirements;
  • Review of unusual transaction patterns; or
  • Additional information reasonably necessary to evaluate the order.

Failure to complete requested verification may result in a processing delay or cancellation.

23. Relationship to Other Policies

This Shipping & Delivery Policy should be read together with the DISSOLV:

  • Terms of Service;
  • Legal Notice and Research Use Disclaimer;
  • Return, Refund & Exchange Policy;
  • Privacy Policy; and
  • Product-specific notices and checkout terms.

If a signed written wholesale, distribution, laboratory-supply, or commercial agreement applies to an order, that agreement will control to the extent of a direct conflict.

24. Changes to This Policy

DISSOLV may update this Shipping & Delivery Policy to reflect changes in our operations, carriers, products, legal obligations, or business practices.

The current version will be posted on this page with a revised “Last Updated” date. Changes apply prospectively when posted unless applicable law requires another form of notice.

25. Contact DISSOLV

For questions about shipping, tracking, delivery, or a shipment issue, please contact:

DISSOLV Customer Support
5965 Village Way E105-164
San Diego, CA 92130

Email: aloha@dissolv.com
Phone: (858) 400-0701

To help us review your request promptly, include your full name, order number, tracking number, and a clear description of the issue. For damaged, leaking, broken, missing, or incorrect shipments, include all photographs and supporting documentation described in this policy.