Explore Scientific Shipping Protection Terms & Conditions

1. WHAT EXPLORE SCIENTIFIC SHIPPING PROTECTION IS (AND IS NOT)

Explore Scientific Shipping Protection is an optional, paid service that provides customers with a simple resolution (replacement or refund) if an order is lost, damaged, or stolen during shipment or delivery. This service is provided directly by Explore Scientific for orders placed on our website.

Explore Scientific Shipping Protection is not insurance, a warranty, or a financial product. It does not create an insurance contract and no third-party insurer is involved. It is a customer care service we offer to assist with qualifying shipping issues.

 

2. WHO CAN PURCHASE IT AND WHEN

• Available only at checkout for eligible orders placed on explorescientific.com.

• Applies to orders shipped to destinations we serve, using the carrier and shipping methods offered at checkout.

• Cannot be added after checkout or transferred to another order.

• Applies only to the original shipment; if we send a replacement, that replacement is not covered unless Explore Shipping Protection is purchased again for that new order.

 

3. PRICE AND PAYMENT

• The cost of Explore Scientific Shipping Protection is displayed on the cart page and at checkout prior to purchase.

• Once your order ships, the Explore Scientific Shipping Protection fee becomes non-refundable (except where prohibited by law).

• If you cancel your order before shipment, we will refund the protection fee along with the order.

 

4. WHAT WE PROVIDE UNDER THIS SERVICE

If you purchased Explore Shipping Protection and your order experiences one of the following issues, we will, at our discretion, provide either a replacement shipment or a refund of the affected item(s):

a. Lost in Transit (Not Delivered)

• The carrier’s tracking does not show a “delivered” scan within 30 days from the ship date (or a longer period required by the carrier).

b. Damaged in Transit

• The shipment arrives with visible or functional damage to the product(s).

• Cosmetic damage to outer packaging alone (e.g., a scuffed box) is not considered product damage.

c. Theft After Delivery

• The carrier’s tracking shows the order as delivered, but the customer reports it missing within 3 calendar days of delivery confirmation.

• A visible delivery photo (from the carrier) or proof of theft (such as a police report or property management confirmation) may be required.

• Explore Scientific will evaluate each claim in good faith based on available evidence and may provide a refund or replacement if theft is reasonably verified.

Resolution Amount
Our total resolution (replacement or refund) will not exceed the original order value for the affected item(s), including applicable taxes and the original shipping charge for those items. The Explore Scientific Shipping Protection fee itself is not refundable after shipment.

If a replacement item is out of stock or discontinued, we may offer a refund instead.

 

5. WHAT IS NOT COVERED

Explore Scientific Shipping Protection does not apply to the following:

• Incorrect or incomplete shipping addresses entered by the customer. Delivery to the address provided is considered proper delivery.

• Refused deliveries, unclaimed packages, or packages returned to sender.

• Delays due to weather, carrier backlogs, natural disasters, labor strikes, or customs inspections.

• Manufacturer defects, normal wear and tear, or issues unrelated to shipping damage (these may be covered under product warranty or return policies).

• Shipments to freight forwarders, reshippers, or PO boxes where carrier status cannot be reliably verified.

• Items reported as damaged more than 5 days after delivery, or as stolen more than 3 days after delivery confirmation.

• Losses or damage occurring after delivery for reasons unrelated to shipping (for example, accidental breakage after you’ve received the package).

 

6. HOW TO REQUEST HELP (LOST, DAMAGED, OR STOLEN)

If you purchased Explore Scientific Shipping Protection and need assistance, please submit a request through our customer service portal: https://explorescientific.supportsync.com

What to include:

• Order number and proof of purchase

• A brief description of the issue

• Photos clearly showing product damage and packaging (for damaged orders)

• For theft claims: delivery photo (if available) and any supporting evidence (e.g., police report, carrier notification, or property management confirmation)

• Carrier tracking details or delivery notices

• Whether you prefer a replacement or refund (final decision is at our discretion)

Timing:

• Lost in transit: Submit your request 30–60 days after shipment if tracking still does not show “delivered.”

• Damaged in transit: Submit within 5 calendar days of delivery.

• Theft after delivery: Submit within 3 calendar days of delivery confirmation.

Keep packaging:
Please retain the shipping carton and inner packaging until we complete our review; the carrier may require inspection.

We typically acknowledge requests within 2 business days and may ask for additional details or a signed statement confirming the circumstances. All determinations are made in good faith based on available information.

 

7. HOW WE RESOLVE YOUR REQUEST

Upon verification, we will provide one of the following for the affected item(s):

• Replacement shipment

• Refund to your original payment method.

If only part of a multi-item order qualifies, we may resolve only that portion. If an item is unavailable, a refund may be provided instead of a replacement. We may require signature confirmation on any replacement shipment.

 

8. LIMITS, RESPONSIBILITIES, AND FRAUD PREVENTION

• The maximum we will provide under Explore Scientific Shipping Protection equals the price paid for the affected item(s) plus applicable taxes and the original shipping charge for those items.

• The service is non-transferable and applies only to the original purchaser and order.

• We may deny a request if the information provided is incomplete, inconsistent, or indicates misuse or fraud. Submitting false information may constitute fraud.

• By accepting a refund or replacement, you agree that Explore Scientific may pursue recovery or reimbursement from the carrier, and you agree to cooperate if needed.

• Explore Scientific is not responsible for indirect, incidental, or consequential damages beyond the limits stated here.

 

9. CANCELLATIONS AND REFUNDS OF THE SERVICE FEE

• You may cancel Explore Scientific Shipping Protection for a full refund of the service fee only if the order has not yet shipped.

• Once your order ships, the service is active and the fee is non-refundable (except where prohibited by law).

• To cancel before shipment, please submit a request at https://explorescientific.supportsync.com

 

10. PRIVACY

Information you provide when requesting assistance (for example, photos, order details, or contact information) will be used to review and resolve your request in accordance with our Privacy Policy.

 

11. PROGRAM AVAILABILITY AND CHANGES

Explore Scientific may modify, suspend, or discontinue Explore Scientific Shipping Protection at any time. The version of these terms posted on our website at the time of your purchase applies to your order.

 

12. CONTACT US

Questions about Explore Scientific Shipping Protection or help with a lost, damaged, or stolen shipment can be directed through our customer service portal: https://explorescientific.supportsync.com