Frequently asked questions

Questions and answers

• Who are these products intended for?

  Products are supplied for laboratory research by qualified researchers. They are not intended for use in people or animals. We do not provide administration or preparation instructions for human or animal use.

  For Research Use Only. Not for human or animal use.

• Where can I find a laboratory report?

  Browse the published laboratory reports or check the reports linked on a product page. Availability varies by record. When an original file is available, the report page provides a link to it; unavailable originals are labelled clearly.

• How do I match a report to a product?

  Compare the compound identity, lot identifier and analysis date with the information available for the product. Read the original document for its methods, units and qualifiers. A linked product does not establish which lot is currently being fulfilled.

• Where can I check product specifications?

  Review the product page and any linked laboratory documentation. Product-specific details take precedence over general examples. If information you need is not listed, contact support before placing an order.

• How do I check shipping options and charges?

  Review the shipping options and order total shown at checkout before paying. Shipping rates and options may change. Refer to the published returns and shipping policy for applicable conditions.

• Can I correct a shipping address?

  Contact support before the order ships. Include your order number and the complete corrected address. Address changes cannot be guaranteed; once an order has shipped, the published policy does not allow an address change.

• Tracking says delivered, but I cannot find the package. What should I do?

  Check around the delivery location and with nearby recipients, then contact the carrier about its delivery evidence. Send support your order number and tracking details so the situation can be reviewed.

  The published policy distinguishes a package lost in transit from a package stolen after confirmed delivery. A confirmed delivery does not automatically qualify for a refund or replacement.

• What does shipping insurance cover?

  Where shipping insurance was purchased, the published policy covers lost or damaged shipments but excludes stolen packages. For an item damaged in transit, provide both photos and video as soon as possible.

  Read the full returns and shipping policy for the applicable conditions.

• Can I request a return?

  Eligible returns must be requested within 30 days of the order. Items must be unused, unopened and in their original packaging, with proof of purchase. Opened or reconstituted products do not qualify. Sale, liquidation and discontinued items are excluded from refunds.

  Contact support for instructions and read the returns policy before sending anything back.

• Are there fees for returns or exchanges?

  The published policy lists a 20% restocking fee for returns and exchanges. Return shipping is generally the customer’s responsibility; the policy provides separate conditions for items damaged in transit. Shipping costs are non-refundable.

• What should I send if an item is incorrect or damaged?

  For an incorrect item, include a clear photo of the items received and the itemized invoice. For an item damaged or broken in transit, provide both photos and video as soon as possible.

  Include your order number and contact support for review and next steps before returning the item.

• Can an expired sale price be honoured?

  Sale prices apply only during the stated promotion dates. The published policy does not honour sale prices outside those dates.