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Shipping and Return Policies
Orders placed online with flat-rate, standard, or ground shipping options generally ship within one business day. Next-day orders placed before 3 PM EST ship same day. Shipping turnaround times are subject to product availability.
BuyAerogel.com happily ships to destinations all around the world. Shipments originate in the United States, so any destination outside the United States is considered an international shipment. For international destinations, please choose one of our international shipping options at checkout. Please note that, on occasion, international shipments may be delayed due to customs delays and/or courier delays. Please note that we are not responsible for customs delays or courier delays. Please keep the possibility of delays in mind, especially when placing orders with international priority shipping. Please also note we are not responsible for any foreign taxes, tariffs, or courier fees. In general we are not able to communicate with customs offices or foreign post offices regarding international shipments.
On occasion, one or more products in your order may not be available in stock at the time of purchase. In the event that one or more items in your order are not available for immediate shipment, a customer service representative will contact you with lead time information and to ask how you wish us to proceed with processing the out-of-stock item(s) within one business day.
Returns and Refunds
Due to the nature of our products, we cannot guarantee that materials will be suitably uncontaminated and suitable for resale if returned. As a result, we cannot currently offer returns or refunds for materials purchased through our site.
Monolithic (shaped) aerogels are extremely fragile and break easily. While we take every precaution to ensure safe shipment of monolithic aerogels, we cannot guarantee all samples will arrive intact. In the event your sample should arrive broken, we may, at our discretion, replace the broken sample. Replacement requests must be made within one business day of sample arrival and must include photographic documentation of the broken sample and its packaging as they were received. Please note sample replacement requests are subject to product availability and may involve a lead time. Replacement samples ship via standard first-class mail or ground service depending on the product and destination. For expedited sample replacement, please contact us with your preferred shipping method and we will invoice you for the difference.
Please note it is normal for the edges of monolithic aerogels to chip. As a result, we generally do not replace chipped samples.
Unfortunately, we cannot replace monolithic aerogel samples once handled.
Thank you for your interest in aerogels and for your business. Should you need to discuss your order, please contact us.