Real people, not chatbots
Every reply is written by a person on the team who knows the products. No scripted decision trees, no canned answers, no AI bots pretending to know the chemistry.
Customer support · real people
Real people, real answers.
We answer fast and ship fast. If a carrier hiccup happens, the shop fixes addresses, tracks down packages, and makes it right. Every reply is a person who understands the chemistry. Never a chatbot.
1 dayEmail · 99.4% within one business day
5Real inboxes · zero chatbots
What you can expect from us
Three promises.
Within one business day
Email replies come back within one business day in 99.4% of cases. Usually much sooner.
Honest about what we don't do
We answer questions on identity, purity, storage, shipping, and verified research references. We don't write protocols, prescribe doses, or give medical advice. And we'll say so directly.
Five real inboxes
Pick the inbox that fits.
Most research distributors hide behind a single support address. We don't. Email the lane your question is in, and you'll get a faster reply.
Research support
Lab + COA inquiries
Shipping + tracking
Compliance + customs
Press + partnerships
What people usually ask about.
01 Order status and shipping
If you have an order ID, mention it when you write. We can pull tracking, intervene with the carrier, or re-route a stuck shipment.
02 Certificate of Analysis (COA)
Every batch ships with a signed COA. Members download it from the product page; for a specific batch number from a past order, write to the lab inbox.
03 Product questions before you buy
Want references on a compound mechanism, half-life, or what the analytical signatures should look like? Research support points you to the literature.
04 Account, login, and access issues
Magic-link not arriving? Check spam. Still nothing within five minutes? Write to research support. A fresh link is sent the same day.
05 Refunds, returns, and damaged shipments
Lost or damaged packages get re-shipped at no charge. Refunds for orders not yet shipped are processed within two business days. Post-dispatch refunds are case-by-case.