Complaint Policy

Complaint Policy & Procedures

Effective Date: 11/1/2025
Last Updated: 11/1/2025

Purpose

Trivial Bioworks is committed to providing high-quality laboratory research compounds, accurate order fulfillment, and professional customer service.

This Complaint Policy & Procedures document establishes a structured, transparent, and fair process for receiving, documenting, investigating, and resolving customer complaints related to orders, products, shipping, billing, and service interactions.

This policy applies to all Trivial Bioworks customers, employees, contractors, fulfillment partners, and service providers.

Scope of Complaints Covered

This policy applies to complaints relating to the following areas:
Order fulfillment errors (incorrect items, missing items, duplicate items)
Package protection, shipping issues, loss, theft, or damage
Product appearance concerns relevant only to research use
Labeling, packaging, vial integrity, or seal issues
Account access or website functionality
Billing, payment, or transaction disputes
Customer service communications or conduct

2.1 Complaints Not Covered
The following issues are expressly excluded from this policy:
Requests for or complaints related to dosing, reconstitution, injection, cycling, protocols, administration, or any form of human or veterinary use
Complaints arising from misuse, improper storage, contamination, or handling outside Trivial Bioworks’ control
Carrier delays caused by weather, customs clearance, strikes, natural disasters, or other force majeure events
Loss, theft, or damage where Package Protection was declined, removed, or not purchased
Subjective outcomes such as “did not work,” “did not feel anything,” or any biological effect claims

Submitting a Complaint

3.1 Methods of Submission
Customers may submit complaints through the following channels:
Email: [email protected]
Online Form: Package Claims – Trivial Bioworks

Complaints submitted through unauthorized channels may not be processed.

3.2 Required Information
To ensure timely and accurate review, all complaints must include:
Customer’s full legal name
Order number
Email address used at checkout
Detailed description of the issue
Clear photographic or video evidence, where applicable
Date the issue was discovered

Incomplete submissions may be delayed or denied.

Package Protection Policy Integration

4.1 Package Protection Coverage
Trivial Bioworks orders include Package Protection, which may provide coverage for:
Packages lost in transit
Damage occurring during shipment
Theft, including porch theft or carrier misdelivery

All shipping-related complaints must be submitted through the designated Package Claims form to be considered for coverage.

4.2 Filing a Package Protection Claim
Claims must be submitted via the official Package Claims portal. Required evidence may include:
Photographs of damaged items and packaging
Tracking screenshots or carrier confirmation
Delivery photographs
Signed affidavit for theft claims, when required

4.3 Claim Filing Deadlines
Customers must comply with the applicable claim submission windows:
Lost packages: 7–30 days from the last tracking update
Stolen packages: 5–15 days from confirmed delivery date
Damaged items: Within 15 days of delivery

Claims submitted outside these timeframes will be denied.

4.4 Claims Without Package Protection
If Package Protection was declined or removed:
Customers must file claims directly with the shipping carrier (USPS, UPS, FedEx, DHL)
Trivial Bioworks is not responsible for loss, theft, or damage occurring outside its control
No replacements or refunds will be issued for unprotected shipments

4.5 Claim Outcomes
If a claim is approved, Trivial Bioworks may issue:
A no-cost replacement order, or
A refund, at Trivial Bioworks’ discretion

All Package Protection claim determinations are final.

Complaint Handling Procedures

5.1 Acknowledgment
Trivial Bioworks will acknowledge receipt of a complaint within 1–2 business days, excluding weekends and holidays.

5.2 Documentation
Each complaint is formally logged and assigned a unique internal reference. Records may include:
Customer information
Order details
Evidence submitted
Issue classification
Assigned personnel
Investigation notes
Resolution outcome

5.3 Investigation Process
Investigations may involve review of:
Fulfillment photographs
Warehouse packing records
Quality control documentation
Independent third-party lab testing
Batch and lot tracking records
Shipping data and carrier confirmations
Prior complaint or account history

5.4 Resolution Options
Based on findings, Trivial Bioworks may issue one of the following resolutions:
Replacement of affected items
Store credit
Partial or full refund
Denial of the complaint with documented justification

5.5 Resolution Timeline
Most complaints are resolved within 3–5 business days.
Complex cases, missing documentation, or third-party carrier investigations may extend this timeline.

Product Integrity & Quality Control Complaints

As Trivial Bioworks sells research-use-only compounds, quality-related complaints are limited to:
Lyophilization appearance (puck formation, fragmentation, visual characteristics)
Vial integrity or seal issues
Labeling or packaging discrepancies
Verification of testing or documentation

The following are not valid quality complaints:
Reconstitution outcomes
Dosing or protocol errors
Biological performance or effects
Research methodology or interpretation

Quality control reviews may include verification of:
Lot-specific third-party testing
In-house inspection records
Batch production logs
Fulfillment images

Fraudulent or Abusive Complaints

Trivial Bioworks reserves the right to deny complaints involving:
Falsified or manipulated photos, videos, or documents
False loss or theft reports
Chargeback abuse
Repeated unsupported or bad-faith claims
Attempts to circumvent published policies
Harassment, threats, or abusive conduct toward staff

Accounts engaging in fraudulent or abusive activity may be restricted or terminated in accordance with the Account Restriction Policy.

Final Determination

All complaint resolutions are determined by the Trivial Bioworks Support and Quality Assurance teams.
Decisions are final, non-negotiable, and not subject to appeal.

Policy Modifications

Trivial Bioworks reserves the right to modify, update, or replace this Complaint Policy & Procedures at any time without prior notice. Continued use of the website or services constitutes acceptance of the current version.