Order Discrepancies, Returned Goods, and Replacement Orders

**It is the customer’s responsibility to monitor their shipments via the tracking number that is emailed from srminfo [at] nist.gov (srminfo[at]nist[dot]gov) once the order is shipped.**

Order Discrepancies

Please inspect shipments upon receipt for the quantity, accuracy, and condition. Order discrepancies must be reported to NIST Sales and Customer Service at srminfo [at] nist.gov (srminfo[at]nist[dot]gov) within 30 days after receipt of shipment.

Returned Goods

NIST SRMs are generally not returnable. However, returns are considered on a case-by-case basis. Please comply with the following NIST Return Goods Policy.

For a returned shipment to be accepted:

• A request for a Return Authorization must be made within 30 days after receipt of shipment.
• NIST Sales and Customer Service must be contacted at srminfo [at] nist.gov (srminfo[at]nist[dot]gov) for consideration and authorization.
• The following must be obtained from NIST:
  • approval for the return
  • a return authorization number
  • return shipping instructions

Replacement Orders

For a replacement order to be processed:

• A replacement order request must be made within 30 days after receiving the shipping confirmation email sent from srminfo [at] nist.gov (srminfo[at]nist[dot]gov).
• NIST Sales and Customer Service must be contacted at srminfo [at] nist.gov (srminfo[at]nist[dot]gov) for intervention, consideration, and authorization.
• If intervention cannot preserve the integrity of the material or locate the item in customs, the following must be obtained from NIST:
  • approval for the replacement
  • a replacement order number