Customer support
Frequently asked questions.
Quick answers about product use, testing, shipping, and returns.
The essentials
Before you order
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Who are Research Only products intended for?
Products are intended strictly for laboratory and research use by qualified professionals. They are not for human or veterinary use and must not be consumed or administered to humans or animals.
Are your compounds third-party tested?
Yes. Products undergo independent third-party testing to support purity, consistency, and quality. Available reports can be reviewed in our Certificate of Analysis library.
When will my order ship?
Orders may take up to two business days to process before shipment. We do not ship on weekends or holidays. Orders placed after 12:00 p.m. Eastern Time on Friday begin processing the following Monday, unless it is a holiday.
What happens if my package is lost, stolen, or damaged?
Contact Customer Support as soon as possible with your order number and a description of the issue. For damage claims, include clear photos of the external packaging, packing slip, and contents, and keep all packaging until the review is complete.
What is the return and refund policy?
New, unopened vials in their original condition and packaging may be eligible for a full refund when a return is requested within 30 days of delivery. Contact Customer Support before sending anything back so the team can provide return instructions.
See the full return policy for eligibility and refund details.
What if there is a quality issue with my vial?
Contact Customer Support immediately with your order number, a description of the issue, and clear photos when relevant. The team will review the product and batch information and explain the available resolution.
Still need help?