Shipping & Cold-Chain Policy

Orders received before 14:00 ET on a business day are picked and released the same day. Every order is released against a specific lot, and the lot identifier appears on your packing slip and in your batch vault. Orders requiring attestation review or purchase-order validation release once documentation clears.

Lyophilized material is stable at ambient temperature for standard transit windows, but every shipment is packed to protect against thermal extremes and mechanical shock:

• Vials seated in die-cut foam to eliminate vial-to-vial contact.
• Phase-change gel packs conditioned to the target range before packout.
• Expanded-polystyrene insulated shipper inside a corrugated outer carton.
• A tamper-evident seal and a printed batch card enclosed with each shipment.

• Standard (domestic) — 2 to 4 business days, insulated packout included.
• Expedited — next business day where carrier service permits, with conditioned gel packs.
• Summer / heat advisory — expedited service with additional coolant is recommended and may be applied automatically.

Flat-rate insulated shipping applies to domestic orders, and shipping is complimentary on qualifying orders at or above the threshold displayed in the cart. The optional enhanced cold-chain packout may be added at checkout for temperature-sensitive deliveries or extended transit routes.

Risk of loss transfers on carrier acceptance. Deliveries are not held at a facility unless requested; we recommend a staffed address so shipments are not left in direct sun or extreme cold. Address corrections after dispatch, refused deliveries, and reshipment of packages returned as undeliverable are billable to the buyer.

If a shipment arrives with fully thawed coolant beyond the rated window, visible vial damage, or a compromised seal, photograph the packout as received and contact quality assurance within 48 hours of delivery. Confirmed excursions attributable to our packout or the carrier are replaced at no cost, including shipping. Excursions caused by delayed pickup at the destination or refusal of delivery are not covered.

Transfer lyophilized vials to 2–8 °C refrigeration on receipt for short-term storage, or −20 °C for long-term storage, protected from light. Once reconstituted, store at 2–8 °C and use within the window stated on the product's specification. Do not freeze reconstituted solution unless the specification permits it.

International shipments are accepted only where lawful for the destination and are sent DDU: the buyer is the importer of record and is responsible for duties, taxes, customs clearance, and any required import authorization. Prism is not liable for seizure, destruction, or customs delay, and transit time beyond the rated coolant window voids excursion coverage.