Shipping territory
Upward ships only to permitted addresses in the 48 contiguous United States and Washington, D.C. We do not ship internationally or to Alaska, Hawaii, U.S. territories, APO/FPO/DPO addresses, freight forwarders, or reshipping services. Products must remain in the United States and be used only for permitted laboratory research.
Checkout and dispatch
To place an order, use a verified, active account with completed research registration and current purchase agreements. Payment is due at checkout. You do not need to submit each order for a separate approval. We begin fulfillment after payment is confirmed and the order meets our inventory, address, safety, and legal requirements. A payment authorization or created label does not mean an order is paid or dispatched.
Shipping methods, charges, and any stated dispatch estimates are shown during ordering. Estimates are not guaranteed arrival dates unless expressly identified as guaranteed.
Timing and delays
We ship within the timeframe stated for the order. If none is stated, we follow applicable shipment requirements, including the 30-day requirement for a properly completed order where applicable. If we cannot meet an applicable deadline, we provide required delay notices, consent requests, and cancellation/refund options. Order processing does not postpone legally required timing or permit us to retain payment indefinitely.
Address accuracy
Review the recipient and complete address before paying. Contact us immediately about an error. Changes may require validation and may not be possible after fulfillment advances or the package is handed to the carrier. Changes to the default research address may require account requalification.
If an address error you supplied causes an undeliverable or returned shipment, we may discuss reasonable disclosed corrective shipping costs. This does not apply to an error caused by Upward.
Tracking and delivery concerns
Tracking is provided when available. Label creation is not necessarily carrier receipt, and tracking updates may be delayed. Contact us promptly if a package appears lost, is misdelivered, or is marked delivered but cannot be located. We may request reasonable cooperation with a carrier investigation. A delivery scan is evidence to investigate, not an automatic rejection of a genuine misdelivery claim.
Inspection: 24-hour notification
Inspect shipments promptly. Notify Upward within 24 consecutive hours after delivery, including weekends and holidays, of visible shipping damage, an incorrect item, or missing contents that reasonable inspection would reveal. Submit notice through the support details on our Contact page. Your initial notice must identify the issue within the window; our response or investigation need not finish during it.
Retain packaging, labels, and affected materials where safe, and provide the order reference, issue description, and relevant photographs. An inaccurate scan for an undelivered package does not start the period. Concealed problems, reasonable exceptions, and nonwaivable rights are addressed in our Cancellation, Refunds and Returns Policy.
Receipt, storage, and remedies
Arrange prompt receipt and appropriate laboratory storage consistent with product information. A package’s appearance or temperature alone does not establish product failure or suitability. Report concerns for review. Do not return materials without authorization and safe instructions. Loss, damage, errors, and other shipment issues are handled under our Cancellation, Refunds and Returns Policy and applicable law.