Science In Your Hands!

Customer Service

Shipping & Delivery
Orders are generally shipped within 24 hours of placing your order. You will be sent a tracking number for your package via e-mail as soon as it is available. We offer shipping through either UPS Ground or USPS with delivery confirmation. All international orders will ship via USPS Priority Mail International.
Privacy & Security
Your privacy and security is very important to us. You can feel safe that your information is protected using digital SSL certificate authentication and encryption. Also, your personal information is used solely for billing and shipping your items. If you sign up for our newsletter we will not share your e-mail address either.
Returns & Replacements
We take great care to make sure your items are properly packaged so that they arrive to you safely. If somehow you receive an item that has been damaged please contact us at returns@firsthanddiscovery.com to receive instructions for getting a replacement item sent to you. Please include you name, address, contact information, order number, and a description of the damage in your e-mail. If for some reason you have changed your mind about an item you ordered, after it has shipped, you may return it within 15 days of delivery. You will be refunded the amount of the item minus a $5 restocking fee. Before returning the item please contact us at the e-mail address above to receive complete instructions.
Due to contamination concerns we can only accept returns for silicon carbide, aluminum oxide and/or cerium oxide polish if the plastic seal is still intact.
We do not accept returns on international orders.
Ordering
Ordering is made easy by creating a Firsthand Discovery account but it is not required. You can always check out as a guest. Creating an account, however, allows you to save your information for checking out quickly each time you visit. Add the items that you want to buy into your cart by clicking the "add to cart" button on each product's page. Once you have selected all of your items click the "Checkout" link at the top of the page and follow the checkout instructions. All payments are handled via Paypal. It is not required that you have a Paypal account to complete your order. During the checkout process you will be briefly redirected to a secured page on Paypal's website.

We know you are excited to receive your items so most orders are processed and shipped within 24 hours. If for some reason you need to cancel your order please contact us at sales@firsthanddiscovery.com as soon as possible. We will try our best to stop your order before billing you and shipping your items.

International Orders
Currently we accept orders from a few places outside the United States of America. We will be expanding this list over time. If you are interested in placing an order from a country we currently do no accept orders from please contact us at: support@firsthanddiscovery.com with the details of what you would like to purchase.

Please note that international orders may be subject to taxes or duties imposed by your country before receiving your package. Please be aware of these these details before ordering. We do not accept returns for international sales.

Payment, Pricing & Promotions
At Firsthand Discovery we strive to provide the most convenient options for payment. We accept all major credit or debit cards as well as payments via PayPal. You will be givin your preferred choice of payment at checkout.

We reserve the right to change pricing at any time and without notice.

From time to time we will offer special deals and/or coupons. To learn about these limited time specials please sign up for our newsletter. We may also offer special discounts via our Facebook or Twitter pages. If you are planning a large order for a school or other non-profit educational group please contact us at sales@firsthanddiscovery.com. We will do our best to help you bring scientific discovery to your students as easily and affordible as possible.

Tax
Orders placed from and/or shipped to Kentucky are subject to a 6% sales tax.
Viewing Orders
To view your recent orders, login to your account by following the "Log-in" link at the top right of each page. Once logged in, you will be sent to your account dashboard. Here you can see your most recently placed orders. To view a list of all of you orders click the "View All" link on the top right of the recent orders chart. On these pages you can see a variety of information on your orders. Initially you can see your order date, number, total and status. If you need more information click on "View Order" for the order you need information for. This will give you even more details on your order including items ordered, shipping and billing addresses, and shipping and payment method.
Updating Account Information
Keeping your account information current will make shopping and checking out an easier experience. You can update your account by clicking the "log-in" link on the top right side of each page. When you get there provide your e-mail address and password and click the "login" button. You can also create an account here if you are a new user. Once you are logged in you will be directed to your accout dashboard. Here you can click the "edit" button to update your contact information, shipping and billing addresses, or even join our newsletter. By providing us with your most current contact information (phone numbers, address, and e-mail address) we can serve you more efficiently.