How can we help?

Through the portal, once your trade account is approved. Sign in, open the catalog assigned to your account, add the items and quantities you need and submit the order to your advisor. There is no public storefront; we sell only to verified accounts.

Contact your advisor with the order number. An order that has not entered fulfillment can usually be changed or cancelled, but a submitted order may only be cancelled or rescheduled with our written consent. Once it ships, the returns policy applies.

Some do. Research material is ordered in case packs where the price list says so, and individual catalog items can carry a minimum order quantity, which the portal shows before you submit. Equipment is ordered by the unit with no case-pack requirement.

Both are quoted rather than added to a bag. Tell your advisor the model or the engagement you want and you receive a quote covering the unit, delivery and any installation or training, which becomes an order once you approve it.

Anything listed in your catalog is available to order. If you need something you cannot see, email us and we will confirm availability and the lead time from the manufacturer.

Only users your account authorizes. Your advisor adds each user to the account and sets what they can see and do, so ordering, quote approval and invoice access stay with the people you name.

Yes. An order stays a draft in the portal until you explicitly submit it, so nothing reaches us, and nothing is invoiced, until you choose to send it.

Submitting an order produces an emailed confirmation with the itemized total and a reference that never changes for the life of that record. The same reference appears in the portal under Orders, where the current status and tracking are shown.

Yes. Your order history stays on the account, so your advisor or your team can rebuild a previous order rather than re-specifying it item by item.

Orders are invoiced to the account and settled by ACH or wire transfer. Credit card payment is available on request; card payments carry a 3% surcharge, which never exceeds our cost of accepting the card and is shown before you complete the transaction and again on your receipt. Debit and prepaid cards are never surcharged. Card details are entered directly with our processor and are never stored by us.

Nothing is charged at checkout. You receive an emailed confirmation with the full itemized total, then an invoice with remittance instructions. The order settles when payment is received, or on the terms set on your trade account. Invoice terms and payment method are separate: an invoiced order can be paid by ACH, wire, or card on request. Equipment and consulting quotes are invoiced the same way.

Yes. Approved trade accounts can submit a purchase order number at checkout and be invoiced according to the terms set on the account. Where we have extended credit, terms are net 30 days from the invoice date; past-due balances may carry interest of 1.5% per month or the maximum the law allows, whichever is less. Bank and transfer fees are borne by the account.

Prices are exclusive of tax and freight. Applicable state sales tax and transportation appear as separate line items on the invoice. If your organization is exempt, send us a valid exemption certificate before the order is invoiced.

Everything is priced and invoiced in US dollars. ACH and wire remittance instructions are printed on the invoice itself, so pay from the invoice rather than from an older copy or an email.

Trade pricing sits on your account and reflects the lines you buy and the volume you buy them at. It is visible in the portal once the account is approved, and it is never published publicly or quoted over open channels.

Send your advisor the invoice reference and what you believe is incorrect before you pay. We will review it and, where a correction is due, reissue the document rather than editing a sent invoice.

Ask your advisor. Equipment and advisory work are always quoted, and research material can be quoted too when you need a documented total before raising a purchase order.

The items or scope, the quantities, the total, and any delivery, installation or training included. Tax and freight are shown separately, the same way they appear on the invoice.

Each quote states its own expiry. If it lapses before you approve it, your advisor reissues it rather than extending the old one, so the figures you approve are the current ones.

An authorized user accepts it from the secure link we send. Acceptance is recorded against the account and converts the quote into an order, which is then invoiced in the normal way.

Yes. Add the purchase order number when you submit or approve the order and it is carried through onto the invoice for your own reconciliation.

In the portal, alongside the order they belong to. References stay fixed for the life of the record, so an invoice you filed months ago still matches what you see in your account.

Yes, and it has to be an approved one. We sell only to verified organizations, so ordering starts with an application: we confirm the practice or institution, open the trade account, assign your advisor and give your team portal access. The account then keeps your order history, locations and tracking in one place.

Choose “Forgot password” on the sign-in screen and we will email you a reset link. The link expires for your security, so request a fresh one if it has been a while.

Open your account, go to Profile, and edit your saved details. Changes apply to future orders; contact us to change the address on an order already placed.

Yes. Ask your advisor to invite the people who need access, and to say what each of them should be able to do. Access is granted per person rather than shared, so sign-in details should never be passed around a team.

Yes. Locations are held on the account, so a group can order for several sites without opening a separate account for each one.

Account access has three states. Active is normal use. Read-only means ordering is paused while the record and history stay visible. No sign-in means access has been withdrawn. In every case the history is preserved, and your advisor can tell you what is needed to restore access.

Those links are single-use and time limited on purpose. Request a fresh one from the sign-in screen, or ask your advisor to resend the invite, and open it in the same browser you plan to use.

One named advisor is assigned when the account is approved and stays with you. Their details are in the portal and on your order confirmations. If you are not sure who to ask, email us and we will route it.

Tell your advisor. We will settle anything outstanding and move the account to read-only, which keeps your order and document history intact if you come back.

In-stock orders are processed on the next business day, then travel by the service you chose at checkout. Full processing times and service tiers are on the shipping page.

Tracking appears in your account under Orders as soon as the label is scanned, and is included in the shipment email we send you.

Temperature-sensitive material ships in insulated packaging with ice packs sized to the transit time. Move it into refrigeration promptly on arrival.

By ground or freight depending on size and weight. Stocked units leave within one business day and arrive in 3 to 7 business days; oversized or palletized units are quoted with a delivery window, typically 5 to 10 business days, and the carrier calls ahead to schedule. Freight deliveries are curbside unless liftgate or inside delivery is arranged on the quote.

Email us immediately with your order number. Before the label is created we can correct it; once the shipment is with the carrier it cannot be rerouted, the carrier's address rules apply and a reship may be needed.

Risk of loss passes to you when the shipment is delivered to the address on the order, and title passes once the order is paid in full. Delivery dates are estimates: we are not liable for carrier delays or causes outside our reasonable control, and a delay to part of an order does not cancel the rest of it.

Not always. Research material and equipment are packed and routed differently, so a mixed order can travel as separate shipments with separate tracking. Each shipment is emailed to you as it moves.

Within the United States only. We do not export, and we cannot route an order through a freight forwarder to a destination outside the country.

It depends on the product line, Peptides, Biologics, Durable Medical Equipment or Advisory, not the catalog or category an item is filed under. Peptides, biologics and research chemicals are final sale. Equipment can be returned within 30 days of delivery if it is unopened, uninstalled and in its original packaging, against a return authorization.

No. All research material is final sale; once chain of custody and storage conditions cannot be verified, material cannot be accepted back into inventory.

Report damage, a temperature excursion or an incorrect item within 72 hours, a shortage or count discrepancy within 7 days, and a latent defect or a mismatch with the certificate of analysis within 30 days. Send photographs of the packaging and contents. Where a claim is accepted we replace the material, re-perform the service or refund what you paid for it, at our election and at no cost to you, and you do not need to ship anything back unless we ask, in which case we pay the freight.

Once an authorized return is received and inspected, refunds go back to the original payment method within 5 to 7 business days.

Unopened, uninstalled units in original packaging can be returned within 30 days against a return authorization issued by your advisor. No restocking fee is charged on standard catalog equipment; on change-of-mind returns, outbound and return freight are deducted from the refund, and on our error we cover all freight. Custom, made-to-order, clearance, used, refurbished, demonstration and installed units are final sale. A unit that develops a fault after installation is handled under the manufacturer's warranty, and we open and follow the claim for you.

A session cancelled with at least two full business days' notice is rescheduled at no charge or credited to the account. Cancelled with less notice, or missed, it may be charged in full. Work already delivered is not refundable, but if an engagement missed the mark, tell your advisor.

Laboratories, research institutions, practices, pharmacies and multi-site groups, whether they are buying research material at volume, equipment for their sites, or advisory work. Applications are reviewed individually.

Most applications are reviewed within one business day. You will receive an email as soon as a decision is made.

Trade pricing, case packs and volume breaks appear in the portal once your account is approved, and equipment and consulting are quoted by your advisor. None of it is published publicly.

Yes. If you order the same material on a predictable cadence, your advisor can set the schedule up on the account so each release goes out without you rebuilding the order.

Yes. A multi-site group runs on one trade account with several delivery locations, one order history and one advisor, so pricing and documentation stay consistent across sites.

Enough to verify the organization: the legal entity, the practice or institution address, the professional or institutional credentials you hold, and an authorized signer for the terms of sale and the research-use attestation.

Store lyophilized material as indicated on the product page, most compounds are stable refrigerated and should be protected from light and moisture. Move cold-chain shipments to refrigeration promptly.

Photograph the packaging and contents as received and email us within 72 hours. We will evaluate and replace material affected in transit.

Yes, for research peptides and biologics. Email us with your order number and lot, and we will send the certificate of analysis for the exact material shipped to you. Equipment is not a lot-tested product; it ships with the manufacturer documentation for that unit.

Name someone who will be there to take it in. Cold-chain material should be moved into refrigeration on arrival rather than left at a loading dock or a front desk, and equipment freight is curbside unless inside delivery was arranged on the quote.

Follow your organization's laboratory waste protocols and the applicable local, state and federal rules. Material is not returnable once it leaves our custody, so disposal is handled on your side.

No. Peptides and biologics are for laboratory and research use only. They are not for human consumption, medical or veterinary use, and must not be administered to humans or animals. Equipment is a separate line, supplied to professional and institutional purchasers under the manufacturer's instructions and warranty terms.

No. We are a chemical supplier, not a compounding pharmacy or outsourcing facility as defined under Sections 503A or 503B of the Federal Food, Drug, and Cosmetic Act.

No. We supply within the United States only and do not export. Accounts agree not to export, re-export, transfer or divert material outside the United States, or to any embargoed country or restricted party. International enquiries can be raised through our consulting team.

Keep the lot records for the material you receive. On request you should be able to identify, within three business days, the disposition of any lot we shipped you, which is what makes a recall or field action workable. We release product by lot and keep the matching lot record and certificate on file permanently.

Yes. Terms of sale and the research-use attestation are accepted when the account is opened, and a new order cannot be placed until they are signed and current. If we publish a revised version, your portal will ask an authorized signer to accept it before the next order goes through.

No. Material is supplied to the account that ordered it, for that organization's own laboratory and research use. It must not be resold, redistributed or transferred to another party, and it must never be diverted to human or animal use.

We contact affected accounts directly using the lot records we keep permanently. That only works if you can identify where a lot went, which is why accounts are expected to keep their own lot records and respond within three business days.

Account, order and contact information is used to operate your account and fulfil your orders. We do not sell it. Our privacy policy sets out what we collect, how long we keep it and how to reach us about it.

Two subjects only: research peptides and research biologics. It is written for qualified professional and institutional teams and focuses on the material itself, its documentation and its handling.

Our education partner for peptide content. Peptide education is credited to PeptIQ; biologics material is produced by our own team and is not attributed to them.

No. It is professional education only. It confers no accreditation, no certification and no continuing-education credit, and it is not clinical, medical or legal advice.

Onboarding with your advisor is part of opening the account: a catalog walk-through, storage and handling for your staff, and portal setup. Deeper programs are scoped as an advisory engagement.