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Our research support team is here to assist with orders, product questions, order support, and more.
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Support FAQ
What is a Certificate of Analysis (COA)?
A COA documents the identity, purity, and testing method used to verify a specific batch of peptide. Every order includes access to the COA for its lot number, and you can request one at any time from our support team.
How is my order shipped?
Orders ship in temperature-controlled, discreet packaging within 1–2 business days. You'll receive tracking details by email as soon as your order leaves our facility.
Do you offer bulk or institutional pricing?
Yes. Labs, universities, and resellers can apply for volume pricing through our Partner Program — see the Partner Program page for details.
Can I get a refund or replacement?
If your order arrives damaged or incorrect, contact support within 7 days with your order number and photos, and we'll arrange a replacement or refund.
How should I store a vial once it arrives?
Lyophilized powder is stable at ambient temperature in transit, but should be moved to cold storage on arrival. Hold sealed vials at −20 °C for long-term storage, or 2–8 °C if the material will be used within a few weeks. Keep vials dry and out of direct light. Once reconstituted, peptides degrade considerably faster than the dry powder — refrigerate and work to whatever window your protocol specifies.
How do I reconstitute a lyophilized vial?
Add your diluent slowly, down the inside wall of the vial rather than directly onto the powder, and let it dissolve undisturbed. Do not shake — agitation can denature the peptide. Bacteriostatic water is the usual choice where a vial will be drawn from more than once, since its benzyl alcohol content inhibits microbial growth; sterile water suits single-use preparations. Record the volume you add, or your concentration will not be reproducible across the batch.
My shipment arrived warm — is the material still usable?
Usually, yes. Lyophilized peptides tolerate ambient shipping, so a warm outer package does not by itself indicate a compromised product — the cold pack is there to limit temperature excursions, not because the powder requires refrigeration in transit. Do contact us if the vial itself is warm and the cold pack has fully thawed, if the seal or glass is damaged, or if the powder looks discoloured or has clumped. Photograph it and reach out within 7 days and we will arrange a replacement.
How do I read the COA?
The lot number ties your vial to one production batch — quote it whenever you request documentation. Purity is the share of total peak area attributable to the target peptide under HPLC. Identity is a separate check: mass spectrometry confirms the observed molecular weight against the expected value. Water content is reported because residual moisture shortens shelf life, which is why it is measured by Karl Fischer titration rather than estimated.
Are your products for human use?
No. All products are sold strictly for laboratory and analytical research use and are not intended for human or veterinary use, or for the diagnosis, treatment, cure, or prevention of any disease.