FAQs
Ordering, fulfillment, verification, accounts, and returns.
Ordering
How do I place an order?
Add items to cart, then complete checkout. You will receive an order confirmation email.
Can I change or cancel an order?
Contact support immediately. If the order has not entered fulfillment, we may be able to update or cancel it.
Do you ship to the U.S. and Canada?
Yes. Availability may vary by product and destination.
Fulfillment & Tracking
How long does fulfillment take?
Most orders process within 1–3 business days, excluding weekends and holidays.
Where is my tracking number?
Tracking is sent by email once the label is created. You can also use the Order Tracking page.
My tracking shows “delivered,” but I don’t have the package.
Check the delivery location, then contact the carrier. If you still need help, contact support with your order number.
Verification & Batch Documents
How do I verify a product?
Use the Verification page and follow the instructions on your packaging.
Where can I find COAs or batch documentation?
Batch documents are provided through the Verification page when available for your lot number.
My verification code doesn’t work.
Confirm the code was entered exactly as shown. If it still fails, contact support and include photos of the label.
Account
Do I need an account to order?
No. An account is optional, but it helps you view order history and manage details.
I forgot my password. What do I do?
Use the password reset link on the My Account page.
How do I update my email or address?
Log in to My Account and update your details. For changes to an active order, contact support.
Returns
What is your return policy?
See the Refund and Returns Policy page for current terms and eligibility.
My order arrived damaged. What should I do?
Contact support within 48 hours of delivery with your order number and clear photos of the packaging and items.
Can I return opened items?
Typically no. If there is a fulfillment error or damage, contact support for review.
Research-Use Disclaimer
Are products intended for human use?
No. Products are sold for research and laboratory use only. They are not intended to diagnose, treat, cure, or prevent any disease.
Do you provide medical advice?
No. We provide general educational information. For medical guidance, consult a licensed clinician.
Still need help? Contact Support.