Return, Exchange & US Shipping Policy

Applies to all Datum Labware physical racks, custom fixtures, and digital labware services ordered in the United States (USD).

RETURN WINDOW 30 Calendar Days

Measured from carrier delivery date to your US laboratory or receiving dock.

ELIGIBLE CONDITION New & Slightly Used

Includes unopened racks and racks unboxed for deck slot or vial test-fitting on Opentrons OT-2 or Flex.

RETURN LABEL & FEES Free Mail Label · $0 Restocking

Download-and-print prepaid US return shipping label emailed at zero cost. Zero restocking fee.

REFUND TIMELINE 3 Business Days

Full refund issued to original payment card, ACH account, or institutional PO credit within 3 business days of receipt.

1. 30-Day Return & Exchange Policy (United States)

Datum Labware accepts returns and exchanges for both defective and non-defective products within 30 days of delivery across all 50 United States. Because laboratory automation fixtures must seat accurately in ANSI/SLAS deck slots and match your exact vial geometry, we accept both new and slightly used products (such as racks opened and dry-fitted on an Opentrons OT-2 or Opentrons Flex deck, provided they have not been contaminated with hazardous biological, radioactive, or toxic chemical agents).

Return method: By mail within the United States.
Return shipping label: Free download-and-print prepaid US return label sent by email (lena@datumlabware.com).
Restocking fee: No cost ($0.00 USD).
Exchanges & dimensional remakes: Accepted at no charge. If bore clearance, well pitch, or Z-bottom height needs adjustment, we update your STEP CAD and Opentrons Schema v2 .json file and ship a replacement fixture free of charge.
Refund processing time: Refunds are processed within 3 business days after the returned item arrives at our receiving facility.

2. How to Initiate a Return or Exchange

Email lena@datumlabware.com or call +1 (256) 244-8362 with your order or quote reference code and confirm that the rack is clean and free of laboratory hazards. We will email your prepaid printable return label within one business day.

3. US Shipping Policy & Lead Times

Service area: United States (all 50 states and DC).
Shipping cost: Free standard tracked shipping ($0.00 USD) on all physical tube rack orders.
Total delivery time: 5 to 8 business days standard US delivery for SLS Nylon 12 (PA12) and stock-program CNC fixtures; custom CNC Delrin (POM) and 6061-T6 Aluminum runs requiring extended machining list exact lead times on your quote confirmation.
Digital deliverables: Your verified Opentrons Schema v2 .json definition and single-tip Python verification script are delivered electronically within 24 hours of order placement so protocol development can start while hardware is in transit.

4. Digital JSON Services & Datum Labware Pass

Standalone 24-Hour Custom JSON Digitization orders ($79) include unlimited coordinate revisions until your single-tip verification check passes on your robot. Datum Labware Pass subscriptions ($129/month) carry no long-term lock-in and may be canceled at any time prior to the next monthly billing date by emailing lena@datumlabware.com.