Help
Frequently asked questions
Short answers about accounts, records, payment, shipping and returns. If yours is not here, get in touch.
Buying and accounts
Do I need an account to see prices?
No. Every price, every volume tier and every lot record on this site is public and needs no account, no login and no form. An account is required only to buy, because it is what carries the affirmation and what lets us contact the recipients of a specific lot directly if a quality event occurs.
Which lot will I get?
The one shown on the product page before you buy. It is shown again on the order confirmation, on the packing slip, and in your order history. For a project that needs a single lot end to end, a lot reservation is available on bulk orders.
Will my card work?
Card, ACH, bank transfer and Zelle are accepted, and the billing descriptor that will appear on your statement is shown before you pay. Several consumer payment platforms decline this category outright; where a method is unavailable we say so on the payments page rather than letting you find out after filling in a form.
Records and testing
What does the purity figure mean?
It describes the sample that was submitted, measured by the named method, on the stated date, within the stated scope. It does not describe stability over time, storage history before the material reached us, sterility unless sterility is stated, or suitability for any application. Every figure on this site carries its method for exactly this reason.
What if a test was not run?
The record says so in words. An empty field reads as a result that came back clean, which is the most expensive kind of silence in this category, so we do not leave fields empty.
Shipping and returns
What happens if my shipment is seized?
We reship once, free, or refund in full. It is written down rather than handled case by case, and it is priced into the margin deliberately.
Can I return it?
Not once it has shipped, opened or unopened, because material that has left our control cannot re-enter inventory with a storage history we can state. Damaged on arrival, lost, seized, or a wrong item are all covered and covered generously. See returns.
Use and supplies
Can you tell me how to use this?
No. We supply material for laboratory research only and cannot advise on any other use. That applies to email, the phone, messages, and anything a partner or affiliate might say on our behalf.
Do you sell preparation supplies?
No. No bacteriostatic water, no syringes, no needles, no alcohol pads, no filters. Not as products, not bundled, not as a related item, and not in the same box. The exclusion is enforced in the code of this site, not only in a policy.
Contact
Talk to a person
We answer Monday to Friday, 9:00 AM to 5:00 PM Central.
