Shipping and Returns Policy
Last updated: November 13, 2026
This policy explains how Cryo Depot ships online orders and how returns work. It is part of our Terms and Conditions. For quote-only items, including liquid nitrogen freezers and the MVE CryoCart, the written quote may set different shipping or return terms for that order.
Shipping
Where we ship
We ship online orders only to addresses in the contiguous 48 United States. We do not ship online orders to Alaska, Hawaii, U.S. territories, or APO/FPO addresses, and we do not currently offer online checkout to addresses outside the United States.
If you need a shipment sent to a freight forwarder in the contiguous 48 United States, or you have a question about Alaska, Hawaii, a U.S. territory, or a military address, please call us at 1-888-641-2267 before you order. We may be able to help on a quoted basis.
Shipping for quote-only items is arranged on the quote, to the destination we confirm with you.
Shipping charges
For online orders, shipping is a flat $75 per order, not per item, no matter how many eligible items are in the cart. This charge is shown in the cart and at checkout. It does not include any sales tax that may apply to shipping in your location.
The $75 flat charge covers standard freight. Liftgate service, residential delivery, or oversized items may cost extra. If extra charges apply, we will call you before we ship.
Shipping charges for quote-only orders are stated on the quote.
Where orders ship from and how long they take
Orders may ship from the manufacturer or from our warehouse, depending on the product and current stock. Lead times vary by item and are not a promised delivery date. We will share estimated timing when we can. Weather, carrier delays, and manufacturer availability can affect delivery.
Liquid nitrogen and dry shippers
We do not ship liquid nitrogen. Dewars, freezers, and dry shippers leave the manufacturer or our warehouse empty of LN2.
If you purchase a dry shipper, you (or your receiving lab) are responsible for charging it with liquid nitrogen according to the manufacturer’s instructions before it is used to transport samples. A protective shipping carton, when purchased, helps protect the unit in transit. It does not contain liquid nitrogen.
Inspection on delivery
Please inspect the shipment when it arrives, before the carrier leaves if possible.
If the packaging is crushed, punctured, wet, or otherwise damaged, note the damage on the carrier’s delivery record before you sign, take photographs of the packaging and the product, and contact us at 1-888-641-2267 or sales@cryodepot.com as soon as you can.
If you discover concealed damage after you open the carton, stop unpacking, keep all packaging, photograph what you found, and contact us.
All damage, whether visible or concealed, must be reported within 48 hours of delivery.
Do not return a damaged shipment until we have given you instructions. Because risk of loss passes when the carrier picks up the shipment, we will help you work with the carrier on a claim.
Risk of loss
Risk of loss passes to you when the carrier picks up the shipment. Please follow the inspection steps above so we can help with a carrier claim.
Cancellation
To cancel an online order, call 1-888-641-2267 or email sales@cryodepot.com as soon as possible. If the order has not yet shipped, we will cancel it and refund the amount you paid.
If the order has already shipped, the return policy below applies. Quote-only orders may be cancelled only as stated on the quote, or with our written approval. Special-order, custom, or built-to-order items may not be cancellable once we have started fulfillment.
Returns and refunds
Our return policy
Online orders may not be returned except when the item is defective. There is no general return window for a change of mind or for items that are not defective.
Defective items are handled under the manufacturer’s warranty. For MVE products, that is the MVE (Chart Industries) warranty. Contact us first at 1-888-641-2267 or sales@cryodepot.com. We will help you with the manufacturer’s process. A warranty repair or replacement is not a standard store return.
Discretionary non-defective returns
We may, at our sole discretion, agree to accept a return of a non-defective item. We are not required to do so.
Do not ship a product back to us without a return authorization. If you would like us to consider a return, call 1-888-641-2267 or email sales@cryodepot.com with your order number, the item, and the reason. If we approve the return, we will give you a return authorization, confirm the restocking fee, and give you the address to use.
If we agree to accept a non-defective return, a restocking fee of 25% of the item price you paid will apply.
Returned items must be unused, clean, and in original packaging, with all accessories, lids, and documents, in a condition we can resell. Equipment that has been filled with liquid nitrogen, used with biological samples, or otherwise contaminated will not be accepted.
We generally will not accept a discretionary return of:
- Items marked special order, custom, or built to order
- Quote-only equipment, except as stated on the quote
- Items missing parts or original packaging
- Equipment that has been used, filled, or contaminated as described above
The original $75 shipping charge (and any extra freight you paid) is not refunded on a non-defective return. You are responsible for the cost of shipping the item back to us, and for any damage that occurs on the return shipment. We recommend insured shipping.
If we shipped the wrong item
If we shipped the wrong item, contact us at 1-888-641-2267 or sales@cryodepot.com. We will cover reasonable return shipping that we authorize, and we will not charge a restocking fee. A replacement or refund will be arranged once we receive and inspect the item.
Refunds
Refunds for online orders are issued to the original PayPal payment method. We will process the refund within 10 business days after we inspect an approved return, or after we cancel an unshipped order or cannot fulfill an order. PayPal or your card issuer may take additional time to post it.
Questions
Cryo Depot / Select Gases Inc. 6375 Regency Parkway, Suite 710 Norcross, Georgia 30071 Phone: 1-888-641-2267 Email: sales@cryodepot.com