Shipping policy

Last updated: August 25, 2026

This Shipping Policy applies to orders fulfilled by Imagine First LLC (“Imagine First,” “we,” “us,” or “our”). It should be read together with our Return and Refund Policy and Terms of Service.

1. Payment Confirmation and Order Processing

Orders enter fulfillment only after payment is confirmed and the order passes any necessary inventory, address, fraud, and compliance review. We generally aim to fulfill eligible orders the same business day when payment is confirmed before the applicable daily cutoff. Same-day fulfillment is a service goal, not a guarantee. Some orders may require one to two business days or longer because of verification, inventory, volume, weekends, holidays, weather, or other operational conditions.

An order cannot be modified or canceled after it has entered fulfillment or been transferred to a carrier. Contact us immediately if a change is needed; requests are not effective until confirmed by us in writing.

2. Shipping Area

We currently ship only to eligible addresses within the United States. We do not offer international shipping. Service to Alaska, Hawaii, U.S. territories, PO boxes, APO/FPO/DPO addresses, remote areas, or locations with carrier restrictions may be unavailable, require a different carrier, or take longer.

We may decline shipment to an address, recipient, jurisdiction, or destination when necessary for carrier, safety, fraud, legal, regulatory, or operational reasons.

3. Shipping Methods, Costs, and Estimates

Available shipping methods, charges, and estimated transit times are displayed at checkout or otherwise communicated before fulfillment. Standard U.S. shipping may be offered free when shown at checkout. Expedited, special-handling, reshipment, or other optional charges may apply.

Delivery dates and carrier estimates are not guarantees. Business days generally exclude weekends and carrier-observed holidays. Transit time begins after the carrier accepts the package—not when the order is submitted or payment is sent.

4. Address Accuracy and Changes

You are responsible for providing a complete, accurate, deliverable shipping address, including unit or suite numbers. Review the address before submitting an order and again when receiving confirmation. We cannot guarantee an address change after fulfillment begins.

If an order is delayed, misdelivered, returned, or lost because of an incomplete or incorrect customer-provided address, the order does not automatically qualify for a refund or free replacement. If a returned package can lawfully and safely be reshipped, additional shipping charges may apply. We will not redirect a package when doing so creates a security, fraud, or compliance concern.

5. Tracking and Delivery

When tracking is available, it will be sent to the email or account associated with the order. Carrier scans may take time to appear or may occasionally be incomplete. You are responsible for monitoring tracking, providing a secure delivery location, and retrieving the package promptly after delivery.

A signature may be required for certain orders or destinations. A package may be delivered to a mailbox, parcel locker, reception desk, mailroom, household member, business recipient, or another location selected by the carrier according to its procedures.

6. Carrier Delays and Events Beyond Our Control

We are not responsible for delays caused by carriers, severe weather, natural disasters, emergencies, labor disruptions, inspections, transportation interruptions, incorrect addresses, peak volume, or other circumstances beyond our reasonable control. A delay alone does not automatically create a right to cancellation, refund, replacement, or credit, except where required by law.

If tracking has not updated for an unreasonable period, contact us so we can review the shipment and, where appropriate, open a carrier inquiry.

7. Packages Marked Delivered but Not Located

If tracking shows delivery but you cannot locate the package, promptly check all delivery areas, mailboxes, parcel lockers, household or business recipients, neighbors where appropriate, building management, and the carrier. Contact us after completing those checks.

We may require carrier confirmation, a written statement, identity or address verification, or other reasonable documentation before determining a resolution. Theft, loss, or misplacement after confirmed delivery does not automatically qualify for refund or replacement, subject to rights that cannot be waived by law.

8. Lost Packages

A package is not considered lost merely because it is delayed. Lost-package status may depend on carrier timelines and investigation procedures. If a carrier confirms loss in transit, we will review the order under our Return and Refund Policy and applicable law. Do not submit materially false carrier or loss claims.

9. Damaged, Opened, or Incorrect Shipments

Inspect the shipment promptly. If the package arrives damaged, opened, leaking, visibly compromised, incorrect, or missing an item, contact support@imaginefirstlabs.com within 48 hours after recorded delivery.

Include the order number and clear photographs of the outer box, shipping label, internal packaging, product, vial label, and damage or discrepancy. Keep all packaging and affected products until we provide instructions. Do not discard, use, alter, open further, or return an affected product without authorization. Available resolutions are governed by our Return and Refund Policy.

10. Temperature and Storage After Delivery

Research materials may have product-specific storage recommendations. Unless expressly stated otherwise for a particular product, transit conditions and delivery timing are not representations about suitability for a specific research protocol. Retrieve packages promptly and follow the storage information provided for the identified product after receipt.

Damage caused by delayed retrieval, exposure after delivery, improper storage, handling, or use does not qualify for a remedy except where required by law. Contact us promptly if the physical integrity of a shipment appears compromised.

11. Local Pickup

Local pickup in West Covina, California is available only by advance confirmation. A submitted order or requested time is not an appointment. Wait for written confirmation before arriving. The recipient may be required to provide the order number and identification reasonably necessary to verify release.

Pickup availability and times may change because of fulfillment schedules or operational needs. Inspect the external package and verify the product name and quantity when reasonably possible. After release, local-pickup orders are governed by our Return and Refund Policy.

12. Shipping Charges and Reshipment

Original or expedited shipping charges, when paid, are generally non-refundable after carrier acceptance unless required by law or the charge resulted from our verified error. Reshipping charges may apply to packages returned because of an incorrect address, refusal, failed delivery, or failure to collect, when reshipment is lawful and safe.

13. Risk of Loss

Title and risk of loss transfer as provided by applicable law and the shipping terms applicable to the order. Nothing in this Policy eliminates liability or customer rights that cannot lawfully be excluded. We will reasonably assist with eligible carrier inquiries, but carrier investigations and reimbursement decisions may be outside our control.

14. Research Use Only

All products are supplied exclusively for lawful laboratory research and development and are not intended for human or veterinary use, consumption, administration, diagnosis, treatment, cure, prevention of disease, or clinical use. Shipping a product does not constitute approval of any particular use, recipient qualification, protocol, or regulatory status.

15. Policy Changes

We may update this Policy prospectively to reflect changes in operations, carriers, Services, or legal requirements. The revised date will appear above. Changes do not retroactively alter an accepted order unless permitted by law or agreed by the parties.

16. Contact Us

Imagine First LLC
2934 E Garvey Ave S #250
West Covina, CA 91791
Email: support@imaginefirstlabs.com
Direct business: (310) 702-8169
Toll-free: (800) 496-0820