Service center
Everything you need after ordering: batch documentation, order tracking, storage guidance and direct technical support.
Batch documentation
Every order ships with a batch-matched certificate of analysis, an HPLC purity chromatogram and an LC-MS identity spectrum. Historical batch records are available on request.
Request a batch recordOrder tracking
Enter the order number from your confirmation email to see dispatch status, carrier and current location of your parcel.
Track an orderShipping help
Dispatch cut-off, transit windows, packaging method and customs documentation are all set out in the shipping policy.
Shipping policyStorage & handling
Store lyophilized powder at −20 °C away from light. Reconstitute with bacteriostatic water, swirl gently, and refrigerate solutions for short-term use.
Returns
Damaged or incorrect shipments are replaced. Read the return policy for eligibility windows and the condition requirements for sealed vials.
Return policyTechnical support
Questions about solubility, stability, reconstitution or analytical methods? Send them to our technical team and we will respond with supporting data where we have it.
Contact supportWhat happens next
Four steps from checkout to a documented vial on your bench.
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1
Order confirmed
You receive an order confirmation by email with a summary and your order number.
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2
Picked and packed
Vials are drawn from the released batch, checked against your order, and packed temperature-stable.
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3
Dispatched with documents
Parcels leave the facility with the batch COA, chromatogram and spectrum attached to your dispatch email.
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4
In transit and delivered
Tracking updates as the parcel moves. Typical transit is 3–7 business days depending on destination.
Common service questions
My tracking number is not updating.
Carrier scans can lag by up to 24 hours after dispatch, particularly at the first sorting hub. If there is no movement after two business days, send us the order number and we will open a trace with the carrier.
Can I change my delivery address after ordering?
Yes, if the parcel has not yet been dispatched. Contact support with the order number as soon as possible. Once a parcel is in transit, address changes depend on the carrier.
A vial arrived damaged. What should I do?
Photograph the packaging and the vial, then send both to support with the order number within 48 hours of delivery. Damaged shipments are replaced at no cost.
How do I get a certificate for a batch I bought months ago?
Send the batch code printed on the vial along with your order number. We keep batch records on file and can reissue the documentation pack.
Do you offer wholesale accounts?
Yes. Tiered pricing applies from 25 vials per compound. Wholesale accounts are set up after a short verification step — use the contact form and select “Wholesale & bulk pricing”.
Can I place a purchase order on behalf of my institution?
Institutional purchase orders, bank transfers, USDT and Bitcoin are accepted for bulk orders. Contact support with your PO details and we will issue a proforma invoice with payment instructions.
Still stuck? Talk to a human.
Technical support replies within one business day, Monday to Friday.