Shipping, Fulfillment & Refund Policy
Clear standards governing material packaging, carrier tracking, inspection timelines, and replacement policies across commercial and institutional orders.
1. Fulfillment & Shipping Procedures
Standard in-stock catalog materials (sample wafers, reference powders, coupon substrates) typically dispatch within 1–3 business days from our Loveland, Colorado facility. Custom synthesis batches and specialty Aegis coating runs follow the custom production milestones specified in your signed quotation or procurement agreement.
- Carriers: Domestic orders ship via FedEx, UPS, or USPS with tracking and insurance.
- International Shipments: International orders are shipped DAP (Delivered at Place) or EXW unless otherwise agreed. International duties, import tariffs, and customs clearance fees are the responsibility of the recipient.
- Protective Packaging: All carbon materials are packed in anti-static, moisture-barrier argon-flushed containers or cleanroom-grade packaging to prevent contamination in transit.
2. Order Cancellations
For standard catalog items, you may cancel your order at no charge prior to parcel dispatch by emailing contact@rawcarbon.store. Once an order has shipped, it is subject to the standard return procedure below.
Custom synthesis and Aegis service jobs: Work initiated upon written client authorization cannot be canceled once physical reactor synthesis or vacuum deposition has commenced.
3. Return Eligibility (30-Day Inspection Window)
Standard catalog items may be returned within 30 days of delivery under the following conditions:
- The container or seal must remain unopened and undamaged to prevent atmospheric contamination.
- The return must be authorized in advance with an official Return Merchandise Authorization (RMA) number.
- A 15% restocking and re-qualification inspection fee applies to standard catalog returns.
4. Damaged Shipments & Material Quality Guarantee
If your package arrives damaged, or if laboratory characterization reveals that material properties do not conform to the issued Certificate of Analysis (COA):
- Notify us within 14 days of delivery at contact@rawcarbon.store (or backup: josh@truejust.org).
- Provide photo documentation of shipping damage or your Raman/SEM characterization data demonstrating the non-conformance.
- Upon verification, Raw Carbon will immediately ship an expedited replacement batch at zero cost or issue a 100% full refund to your original payment method.