Frequently asked questions
Clear answers about products, documentation, accounts, orders, and shipping.
If you don't find what you need here, open a support ticket from the Support page or check your orders after checkout.
Products
Common questions about products and how the store works.
What does “research use only” mean?
Products in this catalog are supplied for laboratory research and analytical work. They are not medicines, foods, cosmetics, or products intended for use in humans or animals.
Where can I find batch documentation?
Available certificates of analysis and other uploaded laboratory documents appear on the individual product page. Documentation may vary by product and batch.
How should an unopened product be stored?
Follow the storage instructions shown on the product label and any batch documentation. Keep the container sealed, protected from light and moisture, and avoid repeated temperature changes.
Why can appearance vary between batches?
Minor differences in fill appearance or packaging can occur between manufacturing lots. Use the product label, lot information, and associated laboratory documentation to identify the batch.
Orders
Common questions about orders and how the store works.
Do I need an account to place an order?
Yes. An account lets the store associate the order with you and display it in your Orders page.
When is email verification required?
You can create an account and place orders without verifying your email. Verification is required before leaving a product rating or opening a support ticket.
Where can I see an order after placing it?
Signed-in orders appear under Your orders. Guest customers receive invoice and order-status updates at the email address entered during checkout.
Can an order be changed after it is placed?
Contact support as soon as possible. Changes are only possible before the order enters processing and cannot be guaranteed.
What should I do if a package arrives damaged?
Keep the packaging and product, take clear photos of the shipping box and contents, and submit a support ticket with the order number and images.
Shipping & support
Common questions about shipping & support and how the store works.
Where do you ship?
The storefront currently accepts shipping destinations within the United States only.
When will tracking appear?
Tracking is displayed in the Orders page after a carrier and tracking number are assigned to the order.
How do I contact support?
Open the Support page, enter the email associated with your account, describe the issue, and upload an image when it helps document the problem.
Can support provide research protocols or medical guidance?
Support can help with orders, account access, shipping, and available product documentation. It does not provide medical advice, dosing information, or individualized research protocols.
Still need help?
24h support replyIf these answers don’t cover your question, submit a support ticket and we’ll get back to you as soon as possible.