Shipping & Delivery
Q: What shipping methods do you offer?
A: We provide 2-day air shipping for all orders, typically via UPS. All shipments include real-time tracking so you can monitor your order from dispatch to delivery.
Q: Do you ship internationally?
A: Currently, we only ship within the United States.
Q: When will my order ship?
A: Orders placed before 12 p.m. MST ship the same business day. You’ll receive a shipment confirmation email with tracking information immediately upon dispatch.
Payment
Q: What payment methods do you accept?
A: We accept major credit cards including Visa, Mastercard, and American Express. All transactions use end-to-end encryption and our PCI-DSS compliant payment gateway for maximum security.
Q: How do I place an order?
A: Simply browse our products, select your desired items and quantities, add them to your cart, and proceed through our secure checkout process.
Returns & Refunds
Q: What is your returns policy?
A: Due to the nature of our research products, we cannot accept returns of opened or used items as they cannot be resold. However, we are committed to customer satisfaction and product quality.
Q: What situations qualify for refunds or replacements?
A: We WILL provide refunds or replacements for:
• Products that arrive damaged during shipping (photo evidence required within 48 hours)
• Incorrect items shipped (our error)
• Products that do not meet stated specifications or purity standards
• Orders that were not delivered despite tracking showing delivery
• Duplicate orders placed in error (if reported before shipment)
Q: What situations do NOT qualify for returns?
A: We CANNOT accept returns for:
• Opened or used products
• Products stored improperly after delivery
• Orders canceled after shipment
• Change of mind purchases
• Products past 30 days from delivery
Q: How do I request support for an issue?
A: If you experience any issues with your order, please contact us immediately at [email protected] with your order number, description of the issue, photos if applicable, and batch/lot numbers if quality related.
Q: What is your resolution timeline?
A: • We will respond within 24-48 hours
• Quality issues will be investigated promptly
• Approved refunds processed within 5-7 business days
• Replacements shipped at our expense for verified issues
Q: Is there a restocking fee?
A: No, there are no restocking fees for products that qualify for returns under our policy.
Product Information
Q: Are your products intended for human consumption?
A: No. Our products are intended exclusively for laboratory research purposes by qualified professionals affiliated with laboratories, universities, or research institutions. They are not intended for human or animal consumption, diagnostic or therapeutic purposes, or as food additives, drugs, or cosmetics.
Q: Who can purchase your products?
A: You must be a qualified and trained professional affiliated with a laboratory, university, or other research institution. You must also be at least 18 years of age to purchase our products.
Q: Do you provide certificates of analysis?
A: Yes, we provide certificates of analysis for our products. These documents verify the purity and quality of each batch.
Q: How should I handle and store your products?
A: You are responsible for safe handling, storage, and disposal of our products. Implement necessary industrial hygiene and safety protocols to protect workers from any health and safety hazards. Follow all applicable laws and regulations for handling research chemicals.
Customer Support
Q: How can I contact customer support?
A: Email us at [email protected] for any questions or concerns regarding your order, products, or our services.
Q: What information should I include when contacting support?
A: Please include your order number, a detailed description of your issue, photos if applicable (especially for damaged products), and batch/lot numbers if your inquiry is quality related.
Q: How quickly do you respond to support requests?
A: We typically respond to all support emails within 24-48 hours during business days.
Technical & Compliance
Q: Are your products tested for purity?
A: Yes, all our products undergo rigorous testing to ensure they meet our quality standards and stated specifications.
Q: Do you comply with regulatory requirements?
A: Yes, we maintain compliance with all applicable laws and regulations governing the sale and distribution of research chemicals.
Q: Can I get technical information about your products?
A: Detailed product information, including molecular formulas, specifications, and handling recommendations, is available on each product page. For additional technical questions, contact our support team.