Skip to main content

Support

Frequently asked questions

Ordering, shipping, documentation, and compound-specific questions pulled from every product page.

22 questions

Do I need an account to order? Ordering
No. You can check out as a guest. An account is useful if you reorder, because it stores your addresses and keeps every certificate you have received in one place.
Is there a minimum order? Ordering
There is no minimum. Single-vial orders are packed and documented the same way as multi-vial ones.
Can I order by phone? Ordering
Yes. Call 714-410-0121 during business hours and we can take the order directly.
Do you offer wholesale or volume pricing? Ordering
Yes, for repeat institutional orders. Use the wholesale option on the contact page and include the compounds and quantities you expect to run.
What payment methods do you accept? Payment
All major credit and debit cards. Wholesale accounts can be invoiced on approved terms.
When is my card charged? Payment
At the time the order is placed. If an item turns out to be unavailable we refund that line before the order ships.
How fast do orders ship? Shipping
Orders placed before the daily cutoff on a business day are dispatched within 48 hours from our US warehouse. Tracking is emailed when the label is scanned.
Do you ship internationally? Shipping
No. We ship within the United States only.
How are the vials packed? Shipping
Lyophilized material is packed with insulation and a cold pack, vials seated in foam, with the batch certificate enclosed. Freeze-drying is what protects the compound in transit; the cold pack is a second layer.
What if my package is delayed or lost? Shipping
Contact us with the order number. We track it from our side and, if the carrier cannot locate it, we reship.
What is your return policy? Returns
Unopened vials in original packaging can be returned within 30 days of delivery. Opened vials cannot be returned, because we cannot verify storage conditions once a seal is broken.
What if something arrives damaged? Returns
Photograph the package and the vial and send it to us within 72 hours of delivery. We replace damaged items at our cost.
What is a Certificate of Analysis? Documentation
A batch-specific document reporting identity, purity, net content, appearance, and water content for the exact lot you received, along with the analytical methods used.
Which certificate applies to my vial? Documentation
The one matching the lot code printed on the vial. Search that code in the COA library and the certificate for that batch is returned.
Is testing done in-house? Documentation
Purity is evaluated by independent third-party HPLC. Identity is confirmed by mass spectrometry. Both results are consolidated into one certificate per batch.
Why do purity numbers differ slightly between batches? Documentation
Because they are measured, not asserted. Each batch is tested on its own and reported as found, against a target of ≥99%.
What does research use only mean? Product
These materials are sold for laboratory research. They are not drugs, are not intended for human or veterinary consumption, and are not for diagnosis, treatment, or prevention of disease.
How should I store the vials? Product
At −20°C for long-term storage or 2–8°C refrigerated for shorter periods, protected from light. Bacteriostatic water is the exception and is stored at controlled room temperature.
What does lyophilized mean? Product
Freeze-dried. The material is supplied as a dry powder, which is more stable in storage and transit than a solution.
Are the blends single molecules? Product
No. A blend is a co-formulation of separate compounds in one vial. Each component keeps its own identity and is specified separately on the certificate.
Do bundles arrive premixed? Product
No. Every bundle ships as separate retail vials, each in its original format with its own batch certificate.
Where are the compounds made? Company
Synthesized, formulated, and packaged in GMP-certified laboratory facilities in California and Arizona. Nothing is sourced from overseas.