Support FAQ
Quick answers to common questions
How quickly will I receive a response?
Our research support team answers email during U.S. business hours, and we typically respond within 24 hours. Messages sent at weekends are answered on the next business day.
How can I track my order?
You will receive an email with tracking as soon as your parcel is collected by the carrier. Tracking is also listed against the order in your account, under Orders.
I received the wrong item, or my order arrived damaged. What should I do?
Email us within 7 days of delivery with your order number, photos of the packaging and contents, and an unboxing video if you have one. Verified claims are reshipped at our expense. Full details are on our shipping and returns page.
How can I verify the quality of my order?
Every product page lists the lot number and purity for the batch on the shelf, with the certificate of analysis available to download. If you need the certificate for a lot you already received, send us the lot number from the vial and we will email it to you.
Do you offer bulk or wholesale pricing?
Yes. Quantity discounts are applied automatically in the cart on products that offer them. For larger or recurring institutional orders, email us with the compounds and volumes you need and we will quote directly.
Can you recommend products for my research?
We cannot advise on what to use or how to use it, and we do not provide protocols, dosing, or any guidance on applications. We are happy to answer questions about specifications, purity, storage, and handling.
How do I get a certificate of analysis?
Certificates are linked on each product page and sent with your order. If you need one for a specific lot, email us the lot number and we will send the signed report.
When will my order ship?
Orders placed before 2:00 PM EDT, Monday to Friday, typically ship the same day. Orders placed after the cutoff, at weekends, or on U.S. federal holidays go out on the next shipping day.
My payment was declined. What should I do?
Check that the billing address matches your card statement exactly, then try again. If it still fails, your bank may be blocking the transaction — we also offer alternative payment methods at checkout. Email us and we will help you complete the order.
Still have questions?
If you cannot find what you need, our support team is ready to help with any question about your order or our documentation.
Every research compound you need, tested before it ships.
Same-day dispatch on orders placed before the daily cutoff, with the certificate of analysis for your lot included.
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