How can we help?
Order questions, product documentation or something else. Start in the right place. Most replies land within one business day.
Mon-Fri, 8:00-17:00 Pacific. Include your order or lot number and the right person picks it up.
TALK.
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Product documentation, all in one place.
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Your orders
Explore the account and order layout.
Send us the details.
Include an order number if your question is about an order.
A few common questions.
Where is my order?
Every order gets a tracking link by email when it ships. Your orders page shows live status for each one. Orders placed before 2:00 PM ET on a business day dispatch the same day from Dover, NJ.
How do I return something?
Open the delivered order and choose Start a return. Sealed, unopened vials can be returned within 14 days. Store-credit refunds post as soon as the return is approved; card refunds take up to 14 days to appear.
How do I find the report for my vial?
Scan the QR code on the vial, or enter its printed lot code on the Verify your vial page. The report shown is the one published for that specific lot; nothing is inferred.
Can I change or cancel an order after placing it?
Yes, until it dispatches. Email us the order number and we'll catch it if it hasn't shipped. Once a tracking number exists, handle it as a return instead.
Do you ship outside the US?
Shipping restrictions apply by destination and material. Ask before ordering and we'll confirm whether we can ship to you.
How long do replies take?
One business day, Monday to Friday. Questions that need a compliance review can take one additional day.
What does "research use only" mean here?
Our products are reference materials intended solely for in-vitro laboratory research and analytical method development. They are not drugs or supplements, carry no therapeutic claims, and are not for human or animal use.
What data appears in a public report?
The public record may include result status, completion date, report code, supplier batch, and a document link. Missing or unpublished fields remain absent.
How should materials be stored and handled?
Follow the product label and any approved handling information published for the exact product or report. If handling or storage information is unavailable, contact support before proceeding. Handle materials only in an appropriately equipped laboratory.
