Support

Frequently Asked Questions

Need a little guidance? You're in the right place. From orders and shipping to product quality and research information, we've gathered the answers to the questions we hear most—so you can spend less time searching and more time researching.

Orders & Payments

Shipping & Delivery

Products & Quality

Pricing & Availability

Research Use Only

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Our team is happy to help. Reach out and we'll get back to you as soon as possible.

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Response time: Typically within one business day.

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Frequently Asked Questions

Orders & Payments

Why was my order cancelled?

I paid... why does my order still say 'Cancelled'?

How long do I have to complete payment?

Shipping & Delivery

Where can I find my tracking information?

My tracking says 'Delivered,' but I don't have my package.

My vial arrived damaged.

I received the wrong item.

Can I change my shipping address after placing an order?

Products & Quality

My lyophilized vial looks different than another batch.

Why does one vial look like it contains more powder than another?

Do you guarantee product quality?

Pricing & Availability

Why don't you constantly run sales?

When will an out-of-stock product return?

Research Use Only

Can these products be used for humans or animals?

Still have a question?