Start with the product and lot
The product page states the material and nominal quantity offered. The lot code assigned when an order is packed connects that order to its published record on Lab results. Compare the code on the received vial, your order page, and the original certificate of analysis (COA). Batches with a lab report link to it; batches without one are clearly marked before purchase, and their identity and purity are not verified. Published historical lot records remain available after a lot sells out.
A certificate reports the laboratory's findings for the sample, methods, and dates it identifies. Consult the original report for the laboratory name, sample identification, analysis date, methods, findings, and any stated acceptance criteria. Use its verification link or the issuing laboratory's independently published contact details to check authenticity. Contact support if a report or link is missing or inconsistent.
Identity, purity, quantity, and microbiology
| Evidence | What it can establish | What must not be inferred |
|---|---|---|
| Identity analysis | Whether the sample is consistent with the stated compound using the reported method. | Identity alone does not establish purity, amount, sterility, or suitability for any use. |
| Purity analysis | The reported purity under the method and detection conditions used, such as chromatographic peak-area purity. | A purity percentage is not the amount of compound per vial or proof that all possible contaminants were measured. |
| Quantity or content assay | The measured amount or concentration if a suitable quantitative assay is actually reported. | The labeled milligrams and a purity result are not, by themselves, a quantitative content assay. |
| Endotoxin analysis | The result within the stated method, sample preparation, and detection limits. | An endotoxin result is not a sterility test. |
| Sterility analysis | Whether growth was detected in the tested sample under the specified test conditions. | A passing sample does not certify every vial or establish safety for human or animal use. |
A test is supported only when the applicable report documents it. We do not apply a universal 99% purity guarantee, sterility promise, or laboratory accreditation claim. A measured lot result remains the result for that lot; it is not a new specification for every product. How we test explains how to read the records.
Storage and shelf life
Use product-specific storage information supported by the product label and applicable documentation. Keep the original label and a record of storage, transfers, and any unusual transit conditions relevant to a complaint. Ask support about missing or conflicting information.
Freeze-dried format alone does not establish a shelf life, an expiry date, or stability at a particular transit temperature. We do not assign a universal shelf-life guarantee or replace missing stability evidence with a generic temperature range. These products are for laboratory research only; no analytical result establishes suitability for human or veterinary use.
Submitting a quality concern
Use the support section of your private order page or email support@lipeps.com within 30 days of delivery. Select the affected item and lot if known, explain the discrepancy, and state when you observed it. If you cannot access the order, use Account or Contact. Do not include health information or full payment credentials.
You can open a claim without commissioning a test. If you already have independent findings, retain the complete report, laboratory contact details, sample receipt and analysis dates, method details, and supporting chromatograms or spectra where available. Describe what you have in the claim so support can arrange the next step.
For sample tracing, retain the original lot label and note when the container was opened, who transferred the sample, how it was labeled, where it was stored, and when it reached the laboratory. Missing records can affect interpretation but do not automatically close a claim. Opening a sample for analysis does not automatically disqualify it. Do not send physical samples or opened vials to us without instructions.
Review and resolution
Support reviews the claim against the order, product description at purchase, and the original lot report. A conflicting independent result needs evaluation of sample identity, method suitability, detection limits, storage, and chain of custody; the original certificate alone is not proof that a complaint is unfounded. Further information may be requested when relevant.
Confirmed wrong or out-of-spec items are refunded under Returns. For a lot failure after shipment, our existing resolution process also offers a free replacement from a passed lot if you want one, without taking away the refund. Lost or transit-damaged orders retain their free-reshipment remedy. We do not replace these remedies with mandatory store credit. No general testing-cost reimbursement promise or reimbursement cap has been established; ask support before incurring testing costs in expectation of reimbursement. Existing written commitments for your order and applicable legal rights continue to apply.
The private support page records your request and its status. Submission is not automatic approval or rejection. We aim to respond within a few business days; review time depends on the issue and available evidence.
Lot concerns and updates
The lot record may display a withdrawal notice if a quality failure is confirmed. Withdrawn lots are excluded from sale. Original reports and historical records remain available for traceability. Our existing incident procedure calls for stopping the lot, physically quarantining remaining vials, identifying affected orders from their assigned lots, and notifying affected customers individually within a day of a confirmed failure. The notice explains the findings and available resolution. The software supports withdrawal, order tracing, and notices; physical handling and investigation are staff responsibilities.
New policy text does not retroactively narrow a purchase's quality commitments. See the Terms of sale, Returns, and policy archive.
Need help with an order or a question about this page?
Contact LIPEPS