FAQ

Ordering

Do I need an account to order? No. Guest checkout is available for every order. An account is optional and mainly useful for tracking loyalty tier progress and order history in one place.

What sizes are available? Each product page shows its available vial size and any kit options, together with the current price and availability. Check the product and lot details before ordering.

Can I change or cancel my order after I place it? Contact us as soon as possible with your order number. Item or address changes may no longer be possible after packing. A cancellation completed before shipment receives a full refund; packing does not remove applicable cancellation rights. See Returns.

Do you ship internationally? No. We ship to addresses in the United States only.

Is there a minimum order? No minimum. Free shipping applies at $150 after discounts; a flat $11.95 shipping charge applies below that.

Payment

What payment methods can I use? Check Payments for the methods currently available, including card, bank transfer, and Bitcoin or Lightning where enabled. Checkout shows the available options and your final total before you place the order.

When do I enter my card details? After placing your order, you continue to its secure card payment page. Placing the order does not charge your card. Your order page shows the payment status after you complete that step.

Why is the description on my card statement unfamiliar? The payment processor may use a different description from the store name. Check the statement information on Payments. If you cannot match a charge to your order, contact support with your order number.

Is there a discount for a particular payment method? Any current payment discount is shown on Payments and included in the total when you select that method at checkout. Check the final total before ordering.

What if my bank transfer has the wrong amount or reference? Contact support with your order number and the date and amount sent. Follow the amount, reference, and deadline on your order's payment page. Keep your transfer confirmation while we help match the payment.

What if my Bitcoin invoice is underpaid or expires? Check the invoice and your order page for their current status. Contact support with your order number and invoice ID before sending another payment. Do not reuse an expired payment request or assume an expired invoice means no order was created.

Do you store my card number or wallet keys? Your card details go directly to the payment processor through the secure payment field. We do not receive your full card number, wallet private keys, or bank login. The Privacy Policy explains the payment information kept with your order.

Shipping

When will my order ship? We ship Monday to Friday only, excluding carrier holidays. Weekend and holiday orders enter processing on the next shipping day, after payment is confirmed. Any ship-by date shown for your order still applies. Shipping days describe dispatch, not a guaranteed delivery date. See Shipping.

How much is shipping? Free at $150 after discounts, flat $11.95 below that.

What does a vial ship in? Products are supplied as freeze-dried (lyophilized) powder. Format alone is not a guarantee of transit stability; consult the product-specific documentation.

My tracking says the package is lost. What happens? We reship at no cost. See Returns.

My package arrived damaged. What do I do? Email us with your order number and a photo of the damage within 30 days of delivery. We reship at no cost.

Lots and certificates

Where do I find the lot code for what I received? On your order status page and in your shipping confirmation, both of which name the lot assigned to each item. Look that code up on lab results to see its certificate. Batches with a lab report link to it; batches without one are clearly marked before purchase.

Who does the testing? The original lot report identifies the issuing laboratory and tests performed. Use the verification link or independently published laboratory contact details to confirm the report. See How We Test for what each test can and can't tell you.

Can I verify a certificate myself? Use the verification link on the lot record or the issuing laboratory's independently published contact details. Contact support if a report or verification link is missing.

What if a lot doesn't match its certificate? Report it within 30 days with your lot code and what you're seeing. We verify your report against the certificate on file and issue a refund if it's confirmed out of spec. Opening a sample for testing does not automatically disqualify a quality claim. See Returns and Quality assurance.

Do you keep certificates for lots that have sold out? Yes. Older lots stay published on lab results indefinitely.

Accounts and the ladder

What is the loyalty ladder? A tier system that lowers your price as you complete more orders. There are three tiers: Bench, Lab, and Principal. Details on your account page.

How do I move up a tier? Completed orders earn points: 1 point per order, 2 if it includes a kit. Reaching 2 points moves you to Lab; reaching 5 points moves you to Principal.

What do the tiers get me? Lab is 5% off; Principal is 10% off, plus an additional 5% off kits. Tier discounts stack with kit and rail discounts, capped at 30% off total.

Can I lose my tier? Yes. A tier drops by one level if you go 12 months without a completed order.

Do I need an account to be on the ladder? Yes. Tier progress is tracked against your account, so an account is required to build and keep loyalty tier status. Guest checkout is still available for anyone who'd rather not create one.

Research use

Who can buy from you? Anyone 21 or older purchasing for laboratory research use, not for use in or on humans or animals. You attest to both at checkout.

Do you provide usage or preparation guidance for a product? No. We do not publish or provide dosing, reconstitution, or any other usage guidance, for any product, in any format, over any channel. See Research Use for why. The short version is that a research-use label doesn't mean anything if the rest of a site tells buyers how to use the product outside a lab.

Is anything you sell an alternative to a prescription medication? No. We don't compare anything we sell to an approved drug, and nothing we sell is intended to diagnose, treat, cure, or prevent any condition.

What information do you provide about each compound? Chemistry (amino acid sequence, molecular formula, molecular weight, and CAS number where it applies), plus storage and handling notes and the current lot's certificate where that batch has one.

What product questions can support answer? Our support team can help with orders, shipping, certificates, and account questions, but not usage guidance of any kind.