Frequently Asked Questions (FAQs)
Please review our frequently asked questions. This is the fastest way to solve most problems.
I can't find my confirmation email

Unfortunately, some emails slip through the cracks. Please check all of your inboxes, including spam. You can always check "My Account > Orders" to stay up to date on your order status.

Order status
  • Payment Pending - Currently awaiting or verifying your payment. If your order is stuck in this status please submit a photo of your payment.
  • Processing - Your order has been paid for and is currently being prepared for shipment.
  • Completed - Your order has been dispatched. An email with your tracking number will be sent to your inbox.
  • Cancelled - Your payment was not located and therefore your order has been cancelled. *Our system may often miss payments due to delays. If you've sent a payment and have a cancelled status, please submit a photo of your payment.
I paid but my order status says cancelled or pending
If your order still says "Pending Payment" 24-48 hours after paying with Zelle/Credit, please submit a photo of your payment. *Be advised Credit unions often take an additional 24-48 hours to transfer funds. Cryptocurrency: If you paid with Crypto and your order status says "Cancelled", this usually means the transaction has timed out or insufficient funds were sent due to Cryptocurrency fees/volatility. To resolve this issue please submit a photo of your payment.
Shipping & Returns

Please refer to our Shipping & Returns FAQ.

Product shelf life and storage

We provide proper storage instructions on each product listing and on product labels for each product.

Product handling

We can provide an MSDS for each product upon request. However, generally, it is assumed that you are trained in hazard risks and safety procedures. If you are not, it would be better not to purchase our products and refer to OSHA guidance on hazard safety. We also list the majority of our products' LCSS on their corresponding product page. Please refer to the Terms of Use for further instructions on who our Products are intended to serve.

My product was exposed to extreme high or low temperatures, will it be ok?

Every molecule has its own unique decomposition process. But let’s zoom out for a moment to provide a general understanding. Due to the second law of thermodynamics entropy is always increasing. On a long enough timescale most molecules are thermodynamically unstable. The molecules in our products are always degrading, albeit slowly. Eventually there will be a measurable decrease in potency. This can take several years with proper handling and storage. Changing the temperature of storage will affect the rate of degradation.

Let’s go over common scenarios.

  1. If a product is exposed to lower than recommended temperature there will be no increase in rate of degradation, with the exception that a solution product may precipitate and thus lose uniformity.
  2. If a product is exposed to higher than recommended temperature the rate of degradation will be accelerated. For illustration let’s say a product requiring room temperature storage is exposed to 115°F, in that case there may be an increase in the rate of decomposition but this may not be measurable without months of continued exposure. Meaning you could leave a product in heat for a few days and if after it is properly stored the shelf life will still be years.
  3. If a product requires cold temperature storage, such as a deep freezer at –20°C, then the risk of degradation from high temperature exposure depends on the degree and duration and the presence of oxygen, moisture and sunlight. Oxygen, moisture and sunlight all produce free radicals and break chemical bonds that can accelerate degradation. Even so, less than 24 hours of human-tolerable temperatures will not substantially degrade any of the products we carry.
My solution has flakes, precipitation, is cloudy, is it ok?

It’s possible for solution products to crystallize (form flakes), precipitate (fall out of suspension), separate (form layers) or lose homogeneity in a variety of ways. The most common is temporary exposure to low temperature, for example during transit in cold months in high latitudes or accidental refrigeration and freezing. It can also happen if a product is solved in a nonpolar solvent and undisturbed on a shelf or in storage for an extended period of time. If you notice any of these issues you can remedy by running the bottle under warm water (50-70°C) for 5-10 minutes and then shaking vigorously to re-suspend and re-solve. 

What form do your peptides arrive in?

Our peptides are supplied in lyophilized powder form to ensure stability and prevent rapid degradation. Optimal storage is below -20°C, although refrigeration at 4°C is adequate for up to 2 years. These peptides can tolerate room temperature for 4-6 weeks without significant degradation if shielded from direct sunlight, ensuring their integrity during transit. They are packaged in glass crimp top vials with varying colored flip-off caps.

My peptide has less powder than before?

Peptide integrity and potency remain unaffected regardless of their physical form post-lyophilization, whether as a perfect cake or otherwise altered in appearance. Occasional variations in aesthetic presentation, including size differences due to necessary buffering in larger proteins, are typical and do not compromise product quality.

Why does my product look/seem different than last time?

Changes in color, texture, odor, taste and even biochemical and pharmacokinetic properties can be explained by differences in polymorphy i.e. the crystal structure of a substance. For example, sand and glass are made of the same molecule (SiO2), but have very different properties.

Several factors influence polymorphy, including the rate of change of temperature, pressure and reactants during synthesis. The study of polymorphy is a critical discipline in its own right, integral to the application of chemistry, including materials science and medicine.

So, if you notice a slight difference between batches of products, polymorphy is most likely the reason.

Why does my product say not for human consumption?

Our products are not approved for medical use or for the treatment, prevention, diagnosis, or cure of any disease or illness. In addition to being unsuited and unsafe for human consumption, they are not approved for sale to, or possession by, anyone other than someone qualified to handle them in a laboratory setting.

Why was I added to the no-sell list? (blacklist)

We sell products that are explicitly sold for laboratory research purposes only. As a company we have an obligation to catch and reject any orders that come from individuals who may use our products outside of their intended purpose. If you have been added to the no-sell list then it is because our management has been given reason to believe that you have intentions of using our products improperly. Once a name has been added to this list it is very rare that it will be removed without extensive due diligence by our staff. As a research supply company this is our obligation under existing regulations and we will fulfill it.

When will I receive an email back from support?

We typically reply to support inquiries within 1-24 hours. During times of high ticket volume our reply time can vary from 1-3 days.

Still need help? Contact us.