Support
Frequently Asked Questions
Ordering, shipping, claims and storage.
- What are these products for?
- Every item we sell is a reference material supplied strictly for laboratory research use. Nothing we sell is a drug, food, cosmetic or supplement, and nothing we sell is intended for human or veterinary use.
- Do I need an account to order?
- Yes. You must confirm you are 21 or older and create an account before the catalog is shown. At checkout you confirm your age again, confirm the research-use-only purpose of your purchase, and accept our terms.
- How do you ship?
- All orders ship via FedEx to US addresses only. Orders are normally processed within 1 to 2 business days. Shipping is a flat $12.00 on US orders under $200, free on orders of $200 or more, and a flat $30.00 to Guam, the US Virgin Islands, American Samoa and the Northern Mariana Islands.
- How do I track my order?
- Once your order ships, the FedEx tracking number appears on your account page next to that order's confirmation number, and we email it to you.
- Something arrived damaged or wrong. What now?
- Contact us in writing within 48 hours of FedEx's recorded delivery time, with your confirmation number and photos of the issue. We will arrange a replacement or refund. Claims made after that window cannot be honoured.
- Can I return an order?
- No. Because of the nature of these materials, all sales are final and we do not accept returns. Orders can be cancelled before they ship; cancellations and refunds may be subject to a processing fee of up to 10%.
- How is a product stored?
- Lyophilised vials should be kept sealed, cool and out of direct light until used in a laboratory setting. Handling, storage and disposal are the responsibility of the purchasing researcher.
Still stuck? Contact us.