Refunds & Cancellations

Before you pay

If you have not sent payment, you can cancel the order yourself from your private order page. The materials are released immediately. An unpaid order also expires on its own after 30 minutes.

If you have already sent a Zelle payment, do not cancel the order from that button. Email us instead with your order number so we can match the payment and either fulfill or refund it.

After you pay, before fulfillment begins

Open your private order page and choose "Request cancellation or refund". You can add a short reason. This sends a request to us; it does not cancel the order or refund anything by itself.

We review each request individually. If we approve it, we release or restock the materials, cancel the order, and send the refund to the Zelle account the payment came from (or another method we agree with you). We confirm by email once the refund has been sent.

After fulfillment has begun or the order has shipped

Once fulfillment has begun or an order has shipped, requests can no longer be submitted from the order page. Email us with your order number and we will tell you what can be done.

Shipping delays

We do not state a processing time on the site. If we cannot ship your order within 30 days after we verify your payment, we will email you before that date with a revised shipping date and your choice to wait or to cancel for a full refund.

If you choose to cancel after a delay notice, reply to the notice or use the cancellation request on your order page, and we will refund your payment, including shipping charges, within seven working days.

If a delay is expected to be longer than 30 days and you do not tell us you agree to wait, we will cancel the order and refund it.

Damaged, lost or incorrect orders

Email support@citadelresearchlabs.com with your order number and, if the package is damaged or the item is not what you ordered, photographs of the package and the item. Do not ship materials back unless we instruct you in writing; returns are handled case by case.

How refunds are paid

Refunds are returned for the amount actually paid, to the Zelle account the payment came from unless we agree another method with you. Zelle refunds are sent manually by Citadel Research; we will not mark a refund as sent until it has actually been sent.