Support
Frequently asked questions
Answers on quality control, shipping, payment and returns.
Products & quality
What does “research use only” mean?
Every product we sell is supplied for in-vitro laboratory research. It is not a drug, supplement, food or cosmetic, and it must not be administered to humans or animals. Purchasers are responsible for lawful, qualified use.
How is purity determined?
Applicable tested lots are evaluated using the analytical methods identified in their corresponding Certificates of Analysis. Reported results apply only to the specific sample tested.
Do I get a certificate of analysis?
Yes. The batch-specific COA ships with your order and is also published in our certificate library, indexed by product.
How should I store the material on arrival?
Store materials according to the product-specific laboratory storage specifications and applicable analytical documentation.
Orders & shipping
When will my order ship?
In-stock orders are prepared for dispatch on business days. Orders paid by manual settlement methods ship once payment has cleared.
Do you ship outside the United States?
At this time we ship within the United States only, including Puerto Rico.
How is the material packaged?
Vials are sealed and shipped in insulated, temperature-controlled packaging where applicable. Outer packaging is unbranded.
Can I track my order?
Yes. Use the order tracking page with your order number and checkout email, or sign in to your account for full history.
Payment & billing
Which payment methods do you accept?
Payment is accepted by PayPal. The payment details, including where to send your payment, are shown at checkout.
Is my card information stored?
No. Card data is captured directly by our payment processor and never reaches our servers.
Do you charge sales tax?
Sales tax is applied where we have a filing obligation, calculated from your shipping state at checkout.
Can my institution pay by purchase order?
Yes — contact us with your PO details and we will arrange net terms where eligible.
Returns & support
What is your return policy?
Because these are temperature-sensitive research materials, we cannot accept returns of opened vials. If a shipment arrives damaged or fails to match its certificate, contact us within 7 days and we will replace or refund it.
A vial arrived damaged — what now?
Photograph the packaging and vial, then email us within 7 days quoting your order number. Once verified, we will provide a replacement or full refund.
How do I reach scientific support?
Use the contact form or email us directly. Technical questions are answered by staff who work with the analytical data, not a generic help desk.