Answers for Every Step of Your Order

Build your selection in the inquiry cart, then send it through the contact form, WhatsApp or Telegram. The desk replies with an itemized quote and payment instructions, and funds are never requested beforehand. Because we serve the research trade rather than retail shoppers, supply is limited to laboratories, academic groups and institutional procurement staff, and a first order may be confirmed before release.

Your quote or invoice lists the settlement choices for that particular order, which depend on destination and total; card and bank-transfer routes are the most common. Wait for those instructions before paying anything. Packing and production begin only once the payment clears and any one-time eligibility check has passed.

No registration is needed for a one-off laboratory purchase — the inquiry cart and email flow handle everything. Teams that order on a schedule can ask to be set up as a named account, which keeps earlier shipments, addresses and paperwork together for faster repeat work.

Get in touch quickly with your reference number. Up to the point packing starts, additions, removals and cancellations can normally be made at no charge. The moment a carrier label is printed the parcel is locked into dispatch and cannot be altered or recalled.

They are built into every listing as quantity bands (2–5, 6–10, 11+), and recurring institutional programs are priced separately. Send your target compounds, quantities and country, and the desk returns one consolidated quote rather than separate per-vial charges.

A first or unusually large order can be paused while we confirm the buying organization, the person authorized to place it, the intended research application, and that the payment and destination are clear of sanctions or fraud flags. Supporting paperwork may be requested; routine checks are normally closed within a business day.

Most countries are reachable by tracked mail or courier. Any destination we cannot lawfully serve is blocked before the order is finalized — if your region does not appear as an option, check with the desk first rather than assuming delivery is possible.

Items showing in stock normally reach the carrier within one working day after payment clears, and orders finalized before the morning cutoff frequently leave that same day. Anything received over a weekend or holiday is handled on the next working day, and the tracking link is sent as soon as the parcel is scanned.

Allow roughly two to four working days for domestic addresses and six to twelve for cross-border routes, with customs and local postal handling accounting for most of the variation abroad. These figures are planning estimates rather than guaranteed dates and can stretch during seasonal peaks.

Cost follows parcel weight and destination and is itemized on the quote before you confirm, so there are no surprises at payment. Domestic baskets above the threshold advertised on the listings qualify for complimentary expedited delivery.

Cartons are unbranded and carry nothing on the outside that indicates the contents or supplier; the label shows only the shipper detail the carrier requires.

Most routine parcels are left without one. High-value baskets and certain overseas routes are set to require a signature to protect the chain of custody; tell us early if your receiving dock cannot sign on delivery.

Because material travels as a freeze-dried powder it tolerates ordinary transit temperatures without refrigeration. During hot weather or to warm destinations we line the box with insulation and conditioned packs, schedule dispatch away from weekends, and recommend the quickest available service to keep time in transit short.

The tracked services we use include the carrier’s standard cover for the service level chosen. Should a parcel go missing or arrive harmed, notify us inside the seven-day reporting period and we will pursue the courier claim and, where it is upheld, replace the goods or issue credit.

The moment a label is created, an email containing the live tracking link goes to the address on the order. If it has not arrived, check the spam folder or message us with the order reference and we will forward it again.

Brief gaps are common, particularly while a parcel clears a sorting hub or customs, and rarely signal a problem. Give it a couple of working days; if the scan history stays frozen beyond five working days, send the reference over and we will raise an investigation with the carrier.

Destination changes are possible only while the order is still being prepared, so flag them as soon as you can. After printing, rerouting sits with the courier and may not be available; please double-check the full address at quote stage, as incomplete addresses are the buyer’s responsibility.

Look around any safe-drop spots, the building front desk or locker, and with colleagues or neighbours, and allow a day in case the scan preceded physical arrival. Still missing? Ask your local depot for the exact scan location, then pass that and your reference to us so a formal trace can be opened.

Alert us the moment you suspect a return. On arrival we inspect the parcel; provided the contents are intact and the return was not caused by an address error on our side, we can quote for redelivery or apply a credit in line with the shipping terms.

They are not. Catalog compounds are produced and labelled solely for bench-top laboratory investigation. They must never be taken by people or animals or used in therapy, diagnosis, clinical care, veterinary work or any in-vivo application, and we accept orders only under that condition.

No batch is released until an outside laboratory has run it through HPLC for purity and ESI-MS for identity, and the figures printed on the vial label are transcribed from that released-lot file rather than estimated from a typical batch.

Use the batch record portal: type the compound name printed on your vial and the HPLC trace, mass-spectrum identity check and results table render on screen, with no account or support ticket required.

Store sealed freeze-dried vials frozen at around −20 °C and away from light for the labelled shelf life. Once a vial is reconstituted, keep it refrigerated and use it quickly, or split it into aliquots for freezing; repeated thawing and refreezing should be avoided. Follow any product-specific note where one exists.

Vials leave us containing a sealed freeze-dried powder; reconstitution is carried out in your own laboratory following the per-product handling guidance.

Freeze-drying naturally produces small lot-to-lot differences in the cake’s height, density or tone without changing purity or identity. If the appearance concerns you, set the vial aside, photograph it together with the lot code, and send the images to us before opening or using it.

It restricts the material to controlled laboratory work — characterization, analytical method development and research documentation. It explicitly rules out any consumer, medical, diagnostic or veterinary application, and the buyer undertakes to handle the product only through trained staff in properly equipped facilities and in line with local law.

Supply is limited to professional researchers, principal investigators and institutional or commercial procurement staff aged 21 or over who can attest to research-only handling. We do not serve walk-in retail customers.

Wholesale and standing accounts complete a short know-your-customer check before their first dispatch, and an occasional first-time laboratory order may simply be asked to confirm its research setting.

Only partners holding an approved wholesale agreement may redistribute. Relabeling, or repackaging that breaks the link to the original lot record, or any other unauthorized resale is prohibited and ends the supply relationship.

Given that these are perishable, batch-tracked research goods that cannot be taken back into stock, we do not run a discretionary returns window. Genuine delivery problems — breakage, shortages or mis-picks — are put right with a replacement, account credit or money back, as set out on the shipping terms page.

Where possible, note the condition when signing for delivery. Take clear photos of both the shipping carton and contents within two days, email them with your reference, and retain all packaging until the claim is settled.

Leave that vial sealed and unused. Send a photo of the vial and its label with your order number within the reporting period; we will organize the correct item and arrange collection of the mistaken one.

Cross-check the carton and any insulated packing against the enclosed note before reporting. Photograph what actually arrived and tell us within seven days; once a shortage is confirmed the missing item is sent again free of charge.

Both courier claims and batch reviews carry tight deadlines. A report inside seven calendar days means dispatch records, photos, scans and carrier evidence can still be gathered; once that window closes, replacement, credit or refund can no longer be processed.

Pages that carry order data run over encrypted connections, and internal access is restricted to the small number of staff and systems needed to process and support an order. Card details are entered on the payment provider’s platform and are never held on our own servers.

Customer data is never sold or rented for advertising. It is passed on only where fulfillment genuinely requires it — the payment processor, courier and independent test lab — or where disclosure is legally compelled. The privacy page sets this out in full.

Use the unsubscribe link found in any promotional mail. Service emails — quotes, dispatch confirmations and tracking alerts — are tied to active orders and continue regardless of marketing preferences.

Write to the support desk from the email tied to your orders and ask for a copy or erasure. After confirming the request is genuine we will action it, apart from the slice of order and batch records we are legally obliged to keep.