Elutide SafeArrival™

Package Protection: Terms & Conditions

Effective date: July 21, 2026 · Version 1.0

What’s Covered: Quick Reference

Short summary of the most common scenarios. See Section 4 for full details, conditions, and exclusions.

1. Overview

SafeArrival is added to your order by default at the Shipping step of checkout, with its price shown next to it. You can remove it with one click at any point before placing your order, and once you remove it we will not add it back. By placing an order with SafeArrival on it, you accept these Terms.

When SafeArrival is on your order, Elutide provides enhanced remedies for the shipping issues described below: faster reshipments, refund eligibility for theft and porch loss, and a late-delivery remedy on expedited services. Orders without SafeArrival still get our standard customer-service handling, on slower timelines and with narrower remedies, as outlined throughout these Terms. Either way, you are dealing with us, not a claims portal in another time zone.

2. Pricing & Coverage Limit

The SafeArrival fee is calculated from your order subtotal (products only, after discounts, excluding shipping, taxes, and the fee itself):

• Subtotal of $100 or less: a flat $2.99.
• Subtotal greater than $100: $2.99 plus 2.1% of the amount above $100, rounded up to the nearest $0.49 or $0.99.
• Maximum fee: $42.99, applied to any order with a subtotal of $2,000 or more.

Coverage limit. The maximum amount payable on any single claim under SafeArrival is $2,000, regardless of the order subtotal. For orders above $2,000 in subtotal, the fee does not increase beyond $42.99 and coverage does not extend beyond $2,000. If your order runs above $2,000, consider splitting it into two orders so each is fully covered.

3. Key Definitions

Order subtotal. The total cost of products in the order after discounts, excluding shipping, tax, and the SafeArrival fee.

Estimated delivery date. The delivery date provided by the carrier when the shipping label is generated or, if updated in transit, the most recent estimated date shown on the carrier’s tracking page.

Business day. Monday through Friday, excluding U.S. federal holidays and any days Elutide is closed for observance.

Lost in transit. A package that received a carrier acceptance scan but has not been marked delivered, and for which tracking has shown no movement for the periods specified below.

Marked delivered, not received. A package that carrier tracking shows as delivered, but that you have not received and cannot locate.

Stolen / porch theft. A package you confirm was delivered to the correct address and subsequently taken before you could retrieve it.

Damaged in transit. A package whose contents are fractured, broken, crushed, leaking, or otherwise rendered unusable as a direct result of mishandling during carrier transit, with evidence of corresponding damage to the outer packaging.

Expedited service. Any time-definite shipping method on your order marketed as 2-day or next-day, including 2-Day Express, Free 2-Day Express on qualifying orders, and Next-Day Express, delivered to a destination within the contiguous 48 United States.

4. What’s Covered: With and Without SafeArrival

The table below summarizes how each scenario is handled with and without SafeArrival on the order.

5. Wait Periods Before You Can File

Wait periods exist because carriers commonly resolve their own delivery exceptions within a short window. Most “delivered but not received” packages and most “no movement” packages turn up on their own within a few days. The wait periods below run from the most recent qualifying carrier event (the delivery scan, the ship date, or the last tracking update, as applicable).

• Marked delivered, not received: 24 hours with SafeArrival.
• Lost in transit (no scan progress or no scheduled delivery date): 5 business days with SafeArrival; 10 business days without.
• Never scanned in: 3 business days with SafeArrival; 5 business days without.
• Porch theft: no minimum wait; a claim may be opened once you have confirmed the theft and are prepared to submit the required documentation.
• Damaged in transit: no wait period; report promptly upon receipt of the damaged item.

6. Filing a Claim

All claims are filed directly with Elutide through our support portal at elutide.com/support. A human on our team, in our time zone, handles every one.

Filing windows. Claims must be filed within the following maximum windows, measured from the indicated reference event:

• Damaged in transit: within 14 days of delivery.
• Marked delivered, not received / porch theft: within 30 days of the carrier’s delivery scan.
• Lost in transit / no scan progress / never scanned in: within 30 days of the last carrier tracking update, or within 30 days of the ship date if no tracking update has occurred.
• Late delivery on expedited service: within 14 days of the actual delivery date.

Claims filed outside these windows will be denied.

7. Documentation Requirements

To process a claim, Elutide requires the following documentation, as applicable to the scenario:

For all claims

• Order number and tracking number.
• The email address associated with the original order.
• A description of the issue.

For damaged in transit

• Photographs of the damaged item.
• Photographs of the shipping label and the exterior of the package showing damage.
• Photographs of the interior packing materials, where relevant.
• The original shipping packaging must be retained until the claim is closed. Discarded packaging may result in claim denial.

For marked delivered, not received

• A customer attestation confirming you have: searched the delivery location and surrounding area; checked with household members and, where applicable, building management or a doorman; and contacted the carrier directly to request scan-location detail.
• A police report is required for a refund remedy. A police report is also required for any claim where the order subtotal exceeds $100, or for any second or later claim within a rolling 12-month period.

For porch theft

• A signed affidavit attesting to the theft.
• A police report.
• Surveillance footage, photographs, or other physical evidence where available. Evidence is not strictly required but materially strengthens the claim.

8. Resolution: Reship vs. Refund

Elutide will work with you to determine the most appropriate resolution, subject to the following rules.

Reship. Where reship is the chosen remedy, Elutide ships a replacement of the original items at no additional cost, using a comparable shipping service. If the original items are out of stock, Elutide may offer a comparable substitute, a refund, or Research Rewards store credit at its discretion.

Refund. Where refund is the chosen remedy, the refund covers the order subtotal, taxes, and shipping for the affected items. Refunds are issued to the original payment method where possible; for direct-pay methods such as Zelle or Venmo, we refund through the same service or as Research Rewards store credit, at your choice. The SafeArrival fee itself is non-refundable once the order has shipped.

Selection. Where SafeArrival applies, you may choose between reship and refund, subject to the documentation requirements in Section 7 and the limitations in Section 5.

Coverage limit. Total resolution value on any single claim will not exceed $2,000. For losses exceeding $2,000, Elutide provides the maximum coverage and you are responsible for any remaining balance.

9. Exclusions & What We Do Not Cover

SafeArrival does not cover the following, in any circumstance:

• Wrong address provided by the customer at checkout. See Section 4 for available options.
• Packages returned to sender for invalid address, refusal at delivery, or non-pickup, except as expressly provided in Section 4.
• Customer-initiated signature waivers or carrier delivery instructions to leave the package without signature on orders that require signature. See Section 10.
• Temperature- or environmental-related issues. Elutide does not currently offer temperature-controlled shipping. Claims based on melting, freezing, environmental exposure, or similar factors are not covered.
• Product appearance issues or quality complaints not directly attributable to physical damage sustained in transit. Every batch ships with its Certificate of Analysis; batch-specific questions go through our standard support process, not SafeArrival.
• Late delivery on non-expedited services (Ground), or on expedited services to destinations outside the contiguous 48 United States.
• Customs, duties, taxes, regulatory holds, or seizure of any kind.
• Packages held, redirected, or rescheduled at the customer’s request through carrier delivery-management tools.
• Force majeure events, including natural disasters, declared emergencies, carrier strikes or work stoppages, and acts of war or terrorism.
• Indirect, incidental, or consequential losses of any kind, including but not limited to lost research time, lost business opportunities, or other downstream costs.

10. Signature-Required Orders

Orders with a subtotal of $500 or more, and any order Elutide determines in its discretion requires signature, will be shipped with adult signature required. For these orders:

• A signature must be obtained at delivery for SafeArrival to apply.
• If you initiate a signature waiver, including by selecting “leave at door” or any equivalent option through a carrier delivery-management tool, all SafeArrival coverage is forfeited for that shipment.
• If you will not be available to sign, we strongly recommend redirecting the package to a carrier pickup point or equivalent secured location.

11. If the Original Package Arrives After Resolution

If a package that Elutide has already reshipped or refunded under SafeArrival subsequently arrives at your delivery address, you must:

1. Notify Elutide within 7 days of receipt of the late-arriving package, and
2. Either (a) return the late-arriving package using a prepaid return label provided by Elutide, or (b) pay for the duplicate items at the original order price.

If you do neither within 14 days of the late-arriving package’s receipt, Elutide will forfeit any Research Rewards store credit on your account up to the value of the duplicate, and apply any remaining balance to your account. The balance must be settled before any subsequent order may be placed. Repeated occurrences may result in account suspension or termination at Elutide’s discretion.

12. Repeat Claim Policy

A customer may file up to two (2) SafeArrival claims in any rolling 12-month period. A third or later claim within the same rolling 12-month period will require a police report and identity verification regardless of the claim type or amount.

For purposes of this limit, a reship under Section 4 (Returned to Sender, with SafeArrival) does not count toward the rolling claim total.

Elutide may identify and group related customer accounts based on email address, shipping address, billing address, payment method, and other available signals for the purposes of applying this limit and detecting abuse.

13. Fraud, Misrepresentation & Account Actions

Elutide reserves the right, in its sole discretion, to:

• Deny any claim that Elutide reasonably believes to be fraudulent, abusive, or supported by false or materially incomplete information.
• Require additional documentation, including identity verification, before processing any claim.
• Suspend or terminate SafeArrival eligibility, or restrict an account from purchasing SafeArrival on future orders.
• Recover amounts paid out where Elutide subsequently determines a claim was paid based on inaccurate or fraudulent information.
• Refer suspected fraud to law enforcement.

Customers who knowingly submit false information in connection with a SafeArrival claim are responsible for any resulting losses and may face additional legal consequences.

14. Cancellation & Refund of the Protection Fee

SafeArrival can be removed from your order with one click at the Shipping step, or at any point before placing the order. Once an order is placed, the SafeArrival fee may be refunded only if the entire order is cancelled prior to shipment. Once the order has shipped, the fee is non-refundable.

15. Legal Disclaimer

Elutide SafeArrival is not insurance. It is a contractual promise made directly by Elutide LLC to provide the specific remedies described in these Terms when the corresponding conditions are met. Elutide LLC is not licensed as an insurer in any jurisdiction and does not transact insurance business. No third party underwrites the SafeArrival program.

To the maximum extent permitted by law, Elutide’s total liability arising out of or relating to SafeArrival, for any cause and under any theory, is limited to the lesser of (a) the per-claim coverage limit set forth in Section 2 or (b) the actual amount of the documented loss. Elutide is not liable for indirect, incidental, special, consequential, or punitive damages.

Nothing in these Terms limits any non-waivable rights you may have under applicable consumer protection law. Where any provision of these Terms is found to be unenforceable, the remaining provisions remain in full effect.

16. Changes to These Terms

Elutide may update these Terms from time to time. The version of the Terms in effect at the time you place an order applies to that order. Material changes will be reflected in a new version number and effective date at the top of this page.

17. Contact

Questions about SafeArrival, or need to file a claim?

• Support portal: elutide.com/support
• Email: [email protected]
• Text: 586-300-5006

Elutide LLC
3906 Baldwin Rd, Ste 210007
Auburn Hills, MI 48326

All Elutide products are For Research Use Only. Not Intended for Human Consumption.