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Questions about a lot, a certificate, bulk pricing or an existing order. Real answers from the people who packed it.
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Answered within 1 business day
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Answered within 2 business days
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All three routes reach the same inbox. Choose the matching subject on the form and it is triaged to whoever answers fastest. We ship from the United States.
Shipping
- When does my order ship?
- Orders are dispatched within one business day. Orders placed at a weekend or on a public holiday go out on the next business day. Tracking is available from [email protected] once your order has shipped; carrier scans can take up to 24 hours to appear.
- What does shipping cost?
- US orders ship free at the moment, with no minimum order value. The cost is shown in the cart before you pay. Shipping outside the United States is arranged individually — contact us before ordering.
- How is it packed?
- Discreetly, with no indication of contents on the outside. Vials are packed to protect against light, moisture and impact, and compounds that require cold handling ship with a cold pack in insulated packaging. Lyophilized peptides are stable in transit at ambient temperature and should be moved to their listed storage conditions on arrival.
- Do you ship internationally?
- International destinations are handled case by case. Import rules for research materials vary widely and clearing customs is the buyer's responsibility. Contact us before ordering from outside the United States.
Returns
- What is the returns policy?
- Because these are research materials whose storage conditions cannot be verified once they leave our control, opened vials cannot be accepted back. Unopened items in original packaging may be returned within 14 days of delivery for a refund less shipping.
- What if my order arrives damaged or incorrect?
- Contact us within 48 hours of delivery with photographs of the packaging and the vial labels. We will replace or refund the affected items. Keep the packaging until the claim is resolved.
- What if a lot does not match its certificate?
- Tell us the lot number and what you observed. If independent testing shows a discrepancy against our published certificate, we refund the lot in full and pull it from sale pending investigation.