How can we help?

Email our support team and we will respond within one business day. Including your order number and a clear description of your question helps us resolve most requests in a single reply.

Once your order is dispatched we email a tracking number with a link to the carrier's status page. You can follow the shipment from pickup through delivery there; tracking events can take a few hours to appear after the label is first created.

If a vial arrives broken or a cold-chain package shows a handling problem, email our support team within 48 hours of delivery with your order number and clear photos of the packaging and contents. We will review the case promptly and arrange a replacement or credit for verified shipping damage.

If tracking stalls or a shipment is confirmed lost by the carrier, contact us with your order number and we will open a trace. Once the carrier verifies the loss, we will reship the order or issue a refund. We ask that you allow the carrier's standard investigation window before a package is declared lost.

Because orders move into processing quickly, we can usually only make changes before a shipping label is generated. Email support as soon as possible with your order number. Once an order has shipped it can no longer be modified, but you can follow the returns process if needed.

We accept major credit and debit cards along with the additional checkout options shown on the payment step. All transactions are processed over an encrypted, PCI-compliant connection, and we never store full card numbers on our systems.

Because these are sensitive research materials, unopened vials in their original, sealed condition may be eligible for return within the window stated on your invoice. Opened or reconstituted vials cannot be returned for safety and integrity reasons. Contact support before sending anything back so we can authorize the return and share instructions.

A Certificate of Analysis is a lab-generated document that reports the identity and purity of a specific manufacturing lot. Each order references the COA for the batch it ships from, so the paperwork always matches the vial in your hand rather than a generic sample.