Question 1

How do I place an order?

Accepted Answer

Add items to your bag from any product page, then check out. You will need an account so we can attach the order to your history and send status updates.

Question 2

Can I change or cancel an order after checkout?

Accepted Answer

Email us right away with your order number. If the order has not entered fulfillment we can change or cancel it; once it ships, our returns policy applies.

Question 3

Do you have minimum order quantities?

Accepted Answer

No minimum for retail orders. Wholesale accounts order in case packs with quantity price breaks shown in the trade portal.

Question 4

What if an item is out of stock?

Accepted Answer

Out-of-stock items cannot be added to the bag. Email us and we will tell you the expected restock date for that compound.

Question 5

Which payment methods do you accept?

Accepted Answer

Retail checkout accepts major credit and debit cards, processed securely by Stripe. We never see or store your full card number.

Question 6

When am I charged?

Accepted Answer

Your card is charged when the order is confirmed at checkout. You receive an emailed confirmation with the full itemized total immediately after.

Question 7

Do approved wholesale accounts get invoice terms?

Accepted Answer

Yes. Approved trade accounts can submit a purchase order number at checkout and be invoiced according to the terms set on the account.

Question 8

Is sales tax added?

Accepted Answer

Applicable state sales tax is calculated at checkout based on your shipping address and shown before you confirm.

Question 9

Do I need an account to order?

Accepted Answer

Yes. An account keeps your order history, shipping addresses and tracking in one place.

Question 10

I forgot my password.

Accepted Answer

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.

Question 11

How do I update my shipping address?

Accepted Answer

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.

Question 12

How long does an order take to ship?

Accepted Answer

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.

Question 13

How do I track my order?

Accepted Answer

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

Question 14

Do you ship cold chain?

Accepted Answer

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

Question 15

I entered the wrong shipping address.

Accepted Answer

Email us immediately with your order number. Before the label is created we can correct it; after dispatch the carrier's address rules apply and a reship may be needed.

Question 16

What is your return window?

Accepted Answer

Unopened, undamaged items in original packaging can be returned within 30 days of delivery, provided they were kept under the stated storage conditions.

Question 17

Can I return an opened vial?

Accepted Answer

No. For research-integrity reasons opened vials, broken seals and material that has left documented storage cannot be accepted.

Question 18

My order arrived damaged or incorrect.

Accepted Answer

Report it within 72 hours with photographs of the packaging and contents. We ship a replacement or issue a full refund, including shipping, at no cost to you.

Question 19

When is my refund issued?

Accepted Answer

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

Question 20

Who qualifies for a wholesale account?

Accepted Answer

Clinics, pharmacies, research institutions and practices purchasing at volume. Applications are reviewed individually.

Question 21

How long does approval take?

Accepted Answer

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

Question 22

Where do I see wholesale pricing?

Accepted Answer

Trade pricing, case packs and volume breaks appear in the wholesale portal once your account is approved. It is not visible on the consumer storefront.

Question 23

How should material be stored on arrival?

Accepted Answer

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.

Question 24

My shipment arrived warm. What should I do?

Accepted Answer

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

Question 25

Do you provide certificates of analysis?

Accepted Answer

Yes. Email us with your order number and lot, and we will send the certificate of analysis for the exact material shipped to you.

Question 26

Are these products safe for human use?

Accepted Answer

No. All products 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.

Question 27

Are you a pharmacy?

Accepted Answer

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.

Question 28

Do you ship internationally?

Accepted Answer

We currently ship within the United States only. International inquiries can be sent to our support address.

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