Order Policies

Return and Refund Policy

Firefly BioWorks, Inc. takes great pride in the quality of the products we sell and offering unparalleled customer service is our top priority. If you are not completely satisfied with product performance within 30 days of receipt we will exchange or refund it for the purchase price. Simply call us at 888-240-7789. We can answer any questions about the product, and if you are still not satisfied, please ask for a Return Merchandise Authorization (RMA) Number. No products are to be returned to Firefly BioWorks without an RMA Number. The cost of returning the product shall be the responsibility of the customer returning the product.

Any feedback or suggestion regarding our return policy can be sent via e-mail (info@fireflybio.com) or mail to Firefly BioWorks, Inc., One Kendall Square, Cambridge, MA, 02139.

Order Cancellation Policy

Products normally held as a “stocked” item by Firefly BioWorks, which have been ordered in error follow the above Return and Refund Policy. A customer can only cancel an order for a “stocked” item if the item has not yet been shipped.

For products which are not normally carried in stock including Custom Made-To-Order (“CMO”) products, the customer is provided a two (2) hour grace period for order changes and order cancellation. This grace period begins once an email order confirmation is sent to the email address filed with the order. If the order is placed outside of Firefly BioWorks business hours (M-F 9am-5pm EST), the grace period begins at the start of the next business day. It is not the responsibility of Firefly BioWorks to ensure that the customer receives this order confirmation. If the grace period is passed, the customer cannot cancel the order and the customer shall still be liable to pay the full value of the goods as per the Firefly BioWorks invoice.

Delivery Policy

Perishable products require Next Day delivery typically shipped Monday through Thursday for delivery addresses in the U.S. Saturday delivery may be requested at additional charge. Products shipped with dry ice are subject to a handling charge, which is added to the invoice. International deliveries for perishable products require shipping means by a standard commercial carrier most similar to Next Day delivery. International deliveries are typically shipped Monday through Wednesday.

Firefly accepts no liability for any losses or for damages arising out of shipment and/or delivery. Firefly shall be entitled to deliver products in installments.