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COMMON QUESTIONS // ANSWERED
Frequently asked questions
Grouped by what usually prompts the question. If yours is not here, send us a message.
Ordering
Who can order?+
Anyone aged 21 or over who is buying for laboratory research. You confirm that when you check out. Nothing here is sold for human or veterinary use.
How do I order?+
Add what you need to your cart and check out. Payment is taken at checkout, and your order confirmation arrives by email.
Do I need an account?+
No. Prices, sizes and certificates are public and you can check out as a guest. An account keeps your orders and certificates in one place and fills in your address next time.
What payment methods do you take?+
Credit/debit card. The options for your order are shown at checkout.
I have a discount code. Where does it go?+
In the code box on the cart page, or under “Have a discount code?” at checkout. The discount shows in your total before you pay.
Do you offer volume pricing?+
Yes. Laboratories and resellers buying in volume can apply for a wholesale account, and lots can be reserved for a study so every experiment runs against the same material. See bulk supply.
Documentation and quality
Can I see the certificate before ordering?+
Yes, that is the point. Every released lot has its certificate published in the CoA library, searchable by lot code, and the summary panel is reproduced on each compound page.
What does independent testing actually mean here?+
Samples are drawn under a numbered chain-of-custody form and sent to an ISO 17025 accredited contract laboratory that had no part in synthesis. The custody number appears on the certificate so you can tie the report to the fill. We publish their report rather than a summary of it.
Can I get the raw chromatogram?+
Customers can request the underlying HPLC trace, mass spectrum, and Karl Fischer output for any lot they have received, issued as a signed PDF.
What happens to a lot that fails specification?+
It stays in quarantine. If a repeat confirms the failure the fill is destroyed, the batch record is retained, and the compound is marked unavailable rather than released at a lower grade.
I think a result is wrong. What now?+
Report it with your lot code inside the retest window. We re-analyse a retention sample from the same fill and send you both reports, whatever they show. Retention samples are held frozen for 24 months.
Shipping and receipt
How is temperature-sensitive material shipped?+
Frozen items ship on dry ice by overnight courier with an irreversible temperature indicator in the box. Cold-chain shipments dispatch Monday to Wednesday only so nothing sits in a depot over a weekend. Refrigerated items ship on cold packs.
What does shipping cost?+
The shipping options and their cost for your address are shown at checkout, before you pay.
What do I do at receipt?+
Photograph the temperature indicator before unpacking, then move the material to storage the same day. That photograph is what we need if you later claim on the shipment.
Do you ship internationally?+
Yes, by arrangement, with customs pre-clearance and broker-managed dry ice. Orders are screened against restricted-party and destination controls before release, and where an export licence is required, release waits for it. Import permissibility remains the buyer’s responsibility.
Restrictions
Some compounds say “restricted release”. What changes?+
They need a signed end-use statement before they ship. Your order confirmation email explains how to send it. Nothing else about the order changes.
Why do you list compounds that are restricted elsewhere?+
Because laboratory research use and human use are different things. Tesamorelin is the active ingredient of an approved prescription medicine in several jurisdictions, melanotan II is subject to an FDA import alert and to MHRA and TGA safety warnings, and injectable NAD+ is an unapproved drug for human use in the United States. All three are ordinary laboratory reagents. Confirming that you are permitted to receive a compound where you are is your responsibility.
Will you advise on reconstitution for human use?+
No, and we will decline the request however it is framed. Handling notes cover laboratory storage, solubility, and stability only. Orders that indicate material is intended for human use are cancelled.
