FAQs — Frequently Asked Questions

Frequently Asked Questions

Need help or have a quick question? Please review our FAQs below — this is the fastest way to get an answer.

Common Questions What countries do you ship to? +

We ship to most countries worldwide. You should, however, make yourself familiar with your specific country’s laws and regulations regarding research compounds before placing an order to avoid any issues at customs or with local authorities. How can I track my order? +

You will receive an email with your tracking number and tracking link as soon as your order has been processed and dispatched. Please note that tracking information can occasionally take 24–48 hours to update after your label has been generated. Can I modify or cancel my order? +

Yes. Please contact us by email or live chat within 1–2 hours of placing your order if you need to make a modification or cancellation. Orders can only be changed or cancelled if they have not yet been shipped. Our support team will assist you and issue a refund where applicable. How can I stay updated on discount codes and promotions? +

Sign up for our newsletter to receive exclusive discount codes, product updates, and promotional offers directly to your inbox. Newsletter subscribers receive a welcome discount on their first order.

Payment What payment methods do you accept? +

We currently accept the following payment methods:

1. eCheck — secure electronic bank transfer (US only)
2. Cryptocurrency — Bitcoin (BTC) and other major coins
3. Visa / Mastercard / American Express — no surcharge applied
4. Zelle and Venmo — available for domestic US orders

Unlike most research compound vendors, we do not add a processing surcharge to card payments. The price shown at checkout is the final price you pay. What currency are prices shown in? +

All prices on our website are displayed in USD (US Dollars). My card payment was declined but my card is valid. What should I do? +

Please ensure that the billing address entered at checkout exactly matches the billing address your bank has on file. A mismatch — even a minor one such as an abbreviated street name — can trigger an automatic decline.

If the issue persists after verifying your billing address, please contact us and we will be happy to help you complete your order using an alternative payment method. What happens when the timer expires on a crypto payment? +

You can disregard the on-screen timer. Our crypto payment processor automatically captures your payment if it arrives within 2–3 hours of the order being placed.

Your order status may initially show as cancelled after the timer expires, but it will automatically update to processing once the payment is confirmed on the blockchain. Can I apply a discount code to an order I have already placed? +

Unfortunately discount codes cannot be applied retroactively to completed orders. You are welcome to use your code on your next order. Sign up for our newsletter to ensure you never miss a promotion. I placed an order but did not receive a confirmation email. +

Please check your spam or junk folder first — our automated order confirmation emails occasionally get filtered by email providers.

If you cannot locate the confirmation email after checking spam, please contact us with your name and order details and we will confirm receipt and resend your confirmation.

Shipping How long does delivery take? +

Orders are processed and dispatched within 24–48 hours of placement, excluding weekends and public holidays. Orders placed before 2pm EST on business days typically ship same day.

Estimated delivery times once shipped:

• Domestic US: 2–5 business days
• International: varies by destination — please see our shipping page for country-specific estimates

Please note that once your order has left our facility, we have no control over carrier delays. Tracking information can occasionally take 24–48 hours to update after dispatch. Do you offer free shipping? +

Yes. We offer free shipping on all US domestic orders over $100 and on international orders over $275. Free shipping is applied automatically at checkout when the qualifying order total is reached. My tracking has stopped updating. What should I do? +

For international shipments, tracking updates can sometimes take 2–3 weeks, particularly during local postal processing. This is normal and does not indicate that your package has been lost.

If your package has not arrived within 10 business days of dispatch for domestic orders, or within the estimated international window, please contact us. If your package is confirmed lost, we will reship your order or issue a full refund at your preference. Tracking says my order was delivered but I have not received it. +

If tracking shows delivered but you have not received your package, we recommend the following steps first:

• Check with neighbours, a building reception, doorman, or mailroom
• Check whether it was left in a secure location such as a porch, garage, or building parcel locker
• Contact your local post office or carrier depot — they often have additional delivery information

We recommend waiting 2 business days as packages occasionally show as delivered slightly ahead of physical arrival. If the package does not appear, contact us and we will investigate from our end. My package is being held at customs. Has it been confiscated? +

Not necessarily. Packages are routinely held at customs for processing, which can take anywhere from a few days to a few weeks depending on the destination country. This is entirely normal and outside of our control.

If your package has been formally confiscated by customs, you will receive an official letter from the customs authority. In that case, contact us and we will reship your order or issue a full refund — whichever you prefer. We provide a full delivery guarantee on all orders. What happens if my package is confiscated by customs? +

We provide a full delivery guarantee. If your package is formally confiscated by customs, please contact us with the customs notification and we will either reship your order at no charge or issue a full refund — your choice. Can I get a refund if my product was damaged during shipping? +

Yes. If your product arrives damaged, please contact us with photographic evidence of the damage. Once verified, we will arrange either a full refund or a free replacement shipment — whichever you prefer. Do I need to sign for my package? +

Most deliveries do not require a signature. Whether a signature is required depends on the carrier and the shipping method selected at checkout. If signature confirmation is required for your order, this will be noted at the time of dispatch. Which courier services do you use? +

We currently ship via USPS, UPS, and FedEx. The carrier used for your order depends on your location and the shipping method selected at checkout. Do you ship to P.O. boxes? +

Yes. We ship to P.O. boxes for domestic US orders via USPS. Do you ship to military addresses (APO/FPO)? +

Yes. We ship to APO and FPO military addresses. Please ensure your address is entered in the correct military format at checkout to avoid any delays. My USPS tracking number is showing old tracking information. Why? +

USPS periodically recycles tracking numbers. On rare occasions, a recycled tracking number may be assigned to your shipment before the old tracking data has been cleared from the USPS system — causing historical tracking information from a previous shipment to appear when you first look up your number.

What happens next: This resolves itself automatically once USPS physically scans your package at the first processing point. The old tracking will be overridden and your current shipment’s tracking will appear. This typically updates within 1–2 business days of dispatch.

If your package has not arrived within 10 business days of your order being placed, contact us and we will investigate and resolve it immediately.

Orders What is your refund and return policy? +

We handle refunds and returns on a case-by-case basis. If you have an issue with your order — including damaged products, incorrect items, or missing packages — please contact us directly by email or live chat and we will work with you to resolve it promptly. I did not receive an order confirmation email. Did you receive my order? +

Please check your spam or junk folder first. If you cannot find a confirmation email there, contact us with your name and the email address used at checkout and we will confirm whether your order was received and resend your confirmation. The package I received was not my correct order. +

Please contact us immediately if you receive an incorrect order. Once your claim has been verified against our dispatch records, we will ship the correct items to you at no charge as quickly as possible.

Product How are your products verified? +

All products undergo independent third-party testing by a US-accredited laboratory before dispatch. Unlike many research compound vendors who rely on supplier-provided documentation, we independently verify every batch for chemical identity, purity, and potency.

Testing includes FTIR for chemical identity confirmation, HPLC for purity percentage, and mass spectrometry for molecular weight verification. Full raw test data — not just a summary COA — is available for download on every product page. Do you have third-party lab reports for all your products? +

Yes. A batch-specific Certificate of Analysis is available for download on every product page — no account or purchase required. All solutions and powders are batch coded, so the COA you download corresponds specifically to the batch you receive. The lot number on your bottle matches the lot number on the posted COA. Are your products intended for human use? +

Absolutely not. Every product sold on this website is strictly intended for laboratory research purposes only. None of our products are approved by the FDA for human consumption, therapeutic use, or sale as dietary supplements. Please review our Terms and Conditions before purchasing. Will temperature changes, sunlight, or freezing affect my product? +

Brief or temporary temperature changes during transit will not affect the integrity of our products. For ongoing storage, products should be kept at room temperature and away from direct sunlight. Freezing is not recommended. For specific storage requirements — particularly for stability-sensitive compounds such as RU58841 — refer to the storage guidance on the relevant product page. Will my order include a measuring tool? +

A complimentary 1ml dropper is included automatically with all orders containing liquid solutions. Measuring tools are not provided for powder orders. How should I store my products? +

All products should be stored at room temperature (15–25°C / 59–77°F), away from direct sunlight, heat sources, and humidity. Keep bottles and containers tightly sealed when not in use. For long-term storage of specific compounds — particularly hygroscopic powders such as NMN — refrigeration at 2–8°C is recommended. Refer to the individual product page for compound-specific storage guidance. What is the shelf life of your products? +

We guarantee a minimum shelf life of 24 months from the manufacturing date printed on the label, when products are stored under the recommended conditions. The manufacturing date and expiry date are printed on every bottle and package. Do not use any product after its stated expiry date.