Shipping & returns

Dispatch

Orders are picked, matched to their lot, and dispatched from the lab as soon as the documentation for that lot is confirmed. Each item is matched to its lot and its certificate of analysis before it is packed, so the paperwork in the box always describes the material in the box.

You will receive a confirmation email when the order is placed and a second email with tracking when it ships. If you have not had tracking and expected to, contact the contact page.

Carriers and packaging

Shipments move via our shipping carriers, with tracking on every order. Temperature-sensitive items ship cold-chain: packed with coolant sized to the expected transit time, in insulated packaging, so the material stays within its storage conditions in transit. Bottles are sealed and protected from light.

Lyophilized peptide is far more robust in transit than material in solution, but it is not indifferent to heat. Refrigerate on arrival according to the storage conditions on the product page and the certificate.

Shipping cost

Shipping is included in the price shown — there is no separate shipping charge at checkout.

Where we ship

We currently ship domestically only. If you are ordering from outside that market, contact the contact page before placing an order and we will tell you whether we can serve your location. Customs clearance, duties, and any import restrictions on research chemicals would be the purchaser’s responsibility.

Damaged, missing, or non-conforming shipments

Inspect your shipment on arrival. Contact the contact page with your order number, the lot number from the label, and photographs of the packaging and its contents if:

• the outer packaging or a bottle arrived damaged;
• an item is missing or the certificate does not match the lot on the label;
• the material does not conform to the specification on its certificate of analysis;
• the shipment arrived visibly warm when it should have arrived cold.

Report as soon as you can after delivery — the sooner we hear, the more we can establish about what happened in transit. We will replace the affected items or refund them, at your choice.

If tracking shows delivery but nothing arrived, tell us and we will open a trace with the carrier.

Returns

Shipped material is not returnable for change of mind. Once a bottle has left our control we can no longer establish how it was stored or handled, and re-selling material whose chain of custody has a gap in it would defeat the point of the certificate that accompanies it. This does not affect the replacement and refund route above for anything that arrives damaged, incomplete, or out of specification.

Cancelling an order

If your order has not yet been dispatched, contact the contact page and we will cancel and refund it in full. Once it has shipped, the sections above apply.