How to request a replacement

The Carolina Pledge: Excellent Customer Support

We stand behind our products. Subject to the conditions and exclusions below, items may be returned for a replacement, refund, or credit up to 180 days from date of purchase.


  1. Items not in resalable condition, i.e., partially used, opened, altered, or discontinued, cannot be returned for refund or credit unless due to manufacturer’s defect.
  2. Digital products and Carolina Distance Learning® science kits are not refundable.
  3. Prepaid coupons such as vouchers and living material cards are non-refundable and are not redeemable for cash or credit. They are redeemable only for the specific merchandise identified on the prepaid coupon or voucher.
  4. If you are not satisfied with your living organisms or prepared media, you must notify Customer Service within 30 days from date of receipt for a replacement, refund, or credit. Please see the website product listing page returns section for your item if you have any questions.



From time to time, items shipped may be damaged, lost, missing pieces, etc. In these situations, we are happy to replace items for issues that are of no fault of yours. Please have your purchase order number and/or Carolina order number available.

There are 3 ways to contact us to process a replacement for your item(s):

  1. Complete Online Replacement Form: Complete Form
  2. Phone: 800.334.5551 or 336.446.7600 (8:00am to 6:00pm, ET, Monday-Friday)
  3. Live Chat: Chat with a Representative (8:00am to 5:30pm, ET, Monday-Friday)