Frequently Asked Questions (FAQs)

Need help or have a quick question?

Please review our frequently asked questions. This is the fastest way to solve most problems.

×

Product

How do we offer competitive pricing?

Our primary leverage in pricing is volume. We purchase raw materials at large scale which allows us to benefit from economies of scale in manufacturing and quality control.

Another consideration is pricing strategy. Our prices are derived from operational costs, rather than aggressively marketing and charging what the market will bear. We believe in sustainable business practices, so we focus on your needs, our customer’s satisfaction and products that can create the most value for clients.

How do you verify products?

We verify every batch of every product with the help of accredited independent third party laboratories. The equipment and methods required for each product vary widely. For this reason we work with several speciality labs and PhDs in analytical and organic chemistry to design our analytical methods

Analytical techniques we use include NMR, FTIR, HPLC, LC-MS, GC-MS, TLC, ICP-MS, Gravimetry, UV-Vis, Titration, Melting Point, Organoleptics. You can read more about our QC process on our Quality Control page.

Do you have third party lab analysis and reports for all products?

Yes, we verify every batch of every product. You can view independent third party lab analysis and download copies of reports on every product listing under the tab titled “Third Party Analysis”:
Video Walkthrough

Regardless of what vendor you use, you should always request evidence of independent testing. Anything coming from a manufacturer or Chinese trading company is a no-go. Look for accredited domestic laboratories that have tied their name to the lab report and who would be liable if the report was false.

Keywords: 3rd party test, third party test, do you do 3rd party testing, where can I get copies of 3rd party lab results

Why is independent third party testing important?

Third party testing helps assure you are getting exactly what you paid for. A vendor can tell you whatever they want but if an independent third party registered lab is certifying it, what they say will carry more weight.

Let’s go into detail about what that means. A third party lab is a lab that is not run by the vendor or the manufacturer (first and second parties). The third party lab should also be independent, meaning they are not controlled by the other parties and have no conflict of interest about the results of analysis.

It’s important the lab is reputable. If the lab doesn’t know what they’re doing or cuts corners it means their analysis might not be valid. There is a lot of fraud in the analytical chemistry industry, and it’s important to work with companies that value integrity and ethics. We’ve seen unethical labs ask their clients what they want the results to say, before they even get a sample in.

We work hard to assure our contract labs are both ethical and use well validated analytical methods.

Image result for quality control

What are impurities and what difference does ≥99%, ≥98% or ≥95% purity make?

There may not be a noticeable difference between ≥99% and ≥95% pure products. However, the problem is that you don’t know what’s in the impurity. It is usually residual reagents, byproducts or side products. In some cases these impurities can be toxic. And to a degree, impurities cannot be fully eliminated. It is difficult to characterize every byproduct and side product of synthesis and some impurities are just too small to measure. But impurities can be minimized. For that reason the standard chromatographic purity in the pharmaceutical and nutraceutical industries is ≥99%. Whenever possible we carry ≥99% products. If this is not possible at production scale we carry the next best option (e.g. ≥98%, ≥95%) and make this publicly known on our COAs. Where appropriate we test for specific toxic residuals, byproducts and heavy metals.

Peptide products are an exception in that the only residual will be amino acids that did not form the correct chain to form the peptide.

What purity are your products?

Generally our single molecule product purity standard is ≥98% by HPLC and many times our products test ≥99%. Some products are standardized to a specific purity, such as Alpha GPC 50% or botanical extracts that have a more nuanced definition and involve multiple active components.

How does peptide quality and purity work?

Scenario: You purchase a peptide with an advertised content of 5mg at ≥98% purity but it weighs 6.25mg. What’s going on, why does your peptide weigh so much?

This is a great question and goes to the heart of why there is so much confusion and false advertising in the peptide industry. To begin, please review the following peptide content diagram:

There are 4 major components to a Gross Peptide. The active peptide chain, off target peptide fragments, water, and the counterion that forms the salt. Let’s dig into each one:

  • Active Peptide Chain – this is the active ingredient you are interested in. Presumably if you purchased 5mg you expected to have a net active peptide mass of 5mg. Unscrupulous vendors will sell you a gross peptide weighing 5mg, including water, salt and impurities. This can mean you get 80% to 30% of the net active peptide mass you expected.
  • Off Target Peptide Fragments – these are amino acids and peptide chains that failed to form the correct active peptide chain. It is impossible to fully eliminate off target peptide chains but they can be reduced to a high degree. We use the highest industry research standard of ≤2%.
  • Water (Moisture) – amino acids absorb moisture from the air so it is difficult to fully eliminate moisture from peptides. We limit moisture content to ≤5% w/w which is the highest industry standard.
  • Counterion (Salt) – the counterion of a peptide is an important excipient molecule selected to improve the active peptide’s stability and solubility, together with the active peptide it forms an ionic bond and salt molecule. The most popular counterion is TFA because of its economy and excellent stability and solubility properties. However it is mildly toxic so we generally replace it in favor of Acetate or Hydrochloride. The amount of counterion varies with the ionic properties of the active peptide chain.

What is Peptide Purity? 

If a large portion of peptide is water and counterion, how can anyone claim peptides to be ≥98% pure? In the peptide industry the purity level refers to the measurement of amino acids that made it into the proper chain to form the peptide. The leftover 2% are amino acids that for whatever reason didn’t make it into the proper sequence are the off target peptide fragments. So you can think of peptide purity as equal to [active peptide chain mass] / [total peptide & amino acid mass].

Gross Peptide and Peptide Quality

You can now surmise the weight of Gross Peptide won’t tell you much about the peptide purity or quality. However you can be sure if the gross peptide weighs ≤5mg you did not get 5mg of net active peptide. Unfortunately it’s difficult to be sure what the quality of your peptide is unless you measure the total amino acid content, active peptide content, moisture content and counterion content.

How is it possible for a quantitative (purity) report to be over 100%?

Quantitative (purity) analysis reflects mass purity, that is the proportion of mass of a sample that is the analyte, however this is difficult to measure directly. For that reason proxies like chromatographic purity are used. If you see a purity report on our products it is most likely an HPLC (High Performance Liquid Chromatography) report. HPLC is the most popular quantitative technique and it is an industry standard for quantitative analysis.

Chromatographic purity is nuanced and depends on the extinction coefficients of analytes, impurities and wavelength of light used. So it is not equivalent to mass purity. However, with a good reference standard, good methods and a relatively pure sample, chromatographic purity is a reliable approximation for mass purity and hence is used for most purposes.

An HPLC report is usually not a single precise measurement of chromatographic purity, because for many reasons the measurements will vary between injection runs. Instead reports are usually the mean of several (≥5) injection runs with an acceptable measurement error and variance. Our labs ensure measurement error is less than ±2% and confidence is greater than ≥95%.

For a more thorough explanation of potential sources of error please see the following StackExchange thread:
https://chemistry.stackexchange.com/questions/68041/hplc-lab-report-why-is-weight-purity-sometimes-over-100

What form do your peptides arrive in?

Our peptides are in lyophilized powder form. In any other form the integrity of the peptide would degrade rapidly and wouldn’t be any good by the time it reached you. Our peptides are best stored in temperatures below -20ºC. Refrigeration at 4ºC is sufficient for most purposes if the peptide is to be used within 2 years. Our peptides are durable enough for room temperature exposure for 4-6 weeks with minimal degradation, if kept out of direct sunlight, which is sufficient for international transit.

Our peptides are contained in glass crimp top vials with flip off caps but we are able to deliver in any container that you wish. Simply place a custom order and we will make it for you.

The?

The dark gray colored tops pictured on the site are simply for illustration. Each peptide we sell may have a varying colored top to help our staff distinguish between them.

What is your sourcing process?

we decide to carry a product we use our contacts and industry resources to search for suppliers. Once we compile a list we begin the vetting process. From the most reputable we request samples. If the samples pass verification we request additional samples. If the samples are consistent we make a larger order.

Once we receive a raw material we quarantine it and evaluate it organoleptically. If it appears free of adulteration and contamination we send a sample to an accredited independent third party lab for analysis. Our analytical methods are derived from the scientific literature where possible or else developed by PhDs in analytical and organic chemistry. If the lab reports match our specifications we OK the product for production.

If any of that process fails we start all over.

Where do you source raw materials?

Our raw materials are synthesized by large scale manufacturers and contract research organizations (CROs). Our manufacturers are primarily based in China. Some are based in Europe and America. This is for economic reasons, it is simply less expensive.

There is justifiable concern about non-Western manufacturers whose regulations are less strict, if not completely unenforced. The modern chemical manufacturing industry is dominated by China. It is highly likely any industrial, nutraceutical or pharmaceutical product you are working with was processed in China.

This is not a concern however as long as your vendor is conducting third party analysis. You should always demand evidence of third party analysis for your research supplies.

Our non-API materials are sourced domestically, including solvents, packaging and containers.

How are your products made?

Our products are made in an ISO:9001 compliant facility. While we’d like to provide more detail on our exact production, manufacturing processes and what equipment we use this is generally proprietary information we cannot share. We do discuss our QC processes publicly however and you can read more about them on our Quality Control page.

Are your products sterile?

With the exception of standalone sterile pipettes our products are not sterile and we cannot make guarantees of sterility. That said we do make efforts to minimize the possibility of microbial contamination through the use of PCO air filtration and micropore filters in our liquid filling machines.

Can I perform independent lab testing of your products?

We encourage independent testing of our products. If you wish to verify our products with an independent third party laboratory we are happy to replace any products used in the testing. Simply furnish us with a copy of the results of the test and give us the order number that it was purchased on and we will replace the tested products for free. We are very confident in the products that we sell and an excellent way of showing this is through independent blind tests done by our customers.

Do you offer custom synthesis or wholesale?

Yes we do. All product listing include a bulk pricing table. If you need additional price breaks or unlisted products please contact us and we’ll see what we can do for you.

What is your relationship to IRC.Bio?

Our company was started by former employees and partners of the IRC.Bio team. We’re proud of what we accomplished previously and have our sights set on doing more for the scientific community. We use the same suppliers and processes for sourcing, manufacturing and quality control as IRC.Bio. We’re looking forward to working for you and helping you achieve your research goals.

What are your products used for?

Our products are manufactured and sold to be used in an academic laboratory research setting. Nothing we sell is intended for nor is it manufactured for diagnostic or therapeutic purposes in humans. We reserve the right to require additional verification of proper intent prior to fulfilling orders. Any orders that we feel aren’t for the specific intended purpose laid out in our Terms and Conditions will be denied. Truthfully, if you are asking this question then you shouldn’t be ordering from us.

Why does my product say it is 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. We encourage our clients to seek qualified legal counsel in reviewing their potential use of our products, but we cannot provide such counsel ourselves.

Is my product safe for ingestion?

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. We encourage our clients to seek qualified legal counsel in reviewing their potential use of our products, but we cannot provide such counsel ourselves.

Is this product restricted or controlled in my jurisdiction?

We try to keep up with local, national and global restrictions but we are not a source for legal information. This is your responsibility and we recommend you seek qualified legal counsel. However for regulatory compliance reasons we do keep track of US State restrictions and we will not allow certain products to be shipped to certain states. In that case, if your product is restricted, you will receive an error dialogue on the checkout page after you have entered your address details. This is the fastest way to find out if a product is restricted in your jurisdiction.

Is it legal to buy, purchase or sell any of these products?

That depends on your intended use of our products. 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. We encourage our clients to seek qualified legal counsel in reviewing their potential use of our products, but we cannot provide such counsel ourselves.

Do you sell bacteriostatic water?

We do not carry any solvents for reconstitution of peptides and we have no intention of carrying them in the future.

How do you measure a product?

Proper measurement is important. Some of our products can be dangerous or toxic when mishandled. We also recommend you measure your product on receipt to confirm total weight or volume.

How to measure powder products?
Scoops measure volume and scales measure mass. We strongly recommend you do not to use a “microscoop” as the density of powder can vary.

We recommend using a precise milligram scale. Milligram scales with a precision of ±3mg are available on Amazon.com for <$20. Please read the following article to learn more about scales and precision:
http://www.concretecountertopinstitute.com/blog/2015/05/precision-measuring-concrete-countertop-mixes/

Once you have confirmed the total powder weight you can create a solution for more accurate volumetric measurement. See the question below on how to make a chemical solution.

Why powder products are preferred?
Powder products are preferred because they are less expensive and because they are a pure material. But they require more effort to accurately measure.

How to measure liquid solution products?
Liquid solutions are measured by volume. Volume can be measured by a graduated beaker, graduated pipette, etc. All of our liqui products come with a graduated pipette for measurement. If you need an additional pipette you can find them on our Lab Supplies Catalog.

Why liquid solution products are preferred?
Liquid solution products are preferred because they are more convenient to measure and do not require additional preparation.

How do you make a chemical solution?

Please review the following guide on how to prepare a chemical solution:
https://www.sciencecompany.com/Preparing-Chemical-Solutions.aspx

Glossary, basic terms to understand

Reagent – Any substance used in chemical reactions, analysis or research.
Solute – The substance which dissolves in a solution.
Solvent – The substance which dissolves another to form a solution. For example, in a sugar and water solution, water is the solvent; sugar is the solute.
Solution – A mixture of two or more pure substances. In a solution one pure substance is dissolved in another pure substance uniformly. For example, in a sugar and water solution, the solution has the same concentration throughout, ie. it is uniform.
Concentration – The ratio of solute to solution e.g. 10mg per mL, 10mg/mL, 10mg/cc.
Suspension – Typically a solution is transparent because solute particles are microscopic. A suspension has visible particles.

Introduction to Chemical Solutions

Chemical solutions involve dissolving a reagent in liquid to make it easier to measure, without relying on an expensive or imprecise scale. Assuming the solution is at a uniform concentration, measurement of the reagent can be done precisely using volumetric measurement tools like a beaker or pipette.

Selecting an adequate solvent

If you do not select an adequate solvent your solute will precipitate out of solution or lack uniformity, making handling difficult.

We post solvents with relatively high solubility on our product listings, under the specification on the row titled Solubility:
Video Walkthrough

However we have only verified solubility up to the concentrations used in our own solution products. If you need more precise data we recommend conducting your own solubility experiments at given concentrations with different solvents.

Selecting your concentration

Solutions are easier to make and handle at lower concentrations. If you saturate a solution the solute may precipitate out of solution thus ruining the uniformity. Changing the pH or temperature of your solution can also result in precipitation.

Solution Example: Using mass by volume (m/v)

Formula
The formula for mass by volume (m/v) is: [Mass of solute (mg) / Volume of solution (ml)]

Example
A 10mg/mL NaCl solution has 10 milligrams of sodium chloride dissolved in 1 ml of solution.

Procedure

  1. Select a concentration for your solution e.g. 10mg/mL.
  2. Select a total volume for your solution e.g. 50mL.
  3. Weigh out your solute by multiplying the concentration by total volume e.g. 10mg/mL * 50mL = 500mg.
  4. Select an adequate solvent for your concentration.
  5. Pour your solute into your solvent and mix.
  6. The solute should fully dissolve and the solution should become transparent. If there is sediment or visible particles then the solution is not uniform.

Notes:

  1. The procedure above is simplified. Simply measuring 50mL of solvent and adding 500mg of solute introduces error because adding the solid will change the final volume of the solution. The more correct procedure would be to mix solute with ~80% of your solvent and then add solvent until you reach your desired volume of 50mL.
  2. The most common causes of precipitation include selecting an inadequate solvent, selecting too high a concentration, not using adequate measurement equipment (milligram scale, graduated beaker), mixing multiple solutes together (which will affect pH and lower solubility).
  3. We recommend against heating or incubation, as our products are novel and this can cause an unintended chemical reaction. The solute will also precipitate out as it cools down.

Precipitation and Suspension

What if your solution precipitates? You have a few options. If you selected too high a concentration you can add more solvent or a cosolvent and lower the concentration.

Another option, if the precipitation is minor, is to suspend the precipitate temporarily by agitating (shaking well, stirring vigorously) and then make your volumetric measurement. This will have some error, dependent on the level of precipitation and uniformity.

Several of our premade solutions can precipitate slowly and we indicate this by instructing to shake well before administration on the product label.

Will my product come with a measuring tool (scoop, scale, pipette)?

We do not provide scoops or scales to measure powder. We recommend using a milligram scale to measure powder as a volumetric scoops will be inaccurate. You can purchase a milligram scale on Amazon for ~$20.

All solution and solvent products come with a graduated pipette measuring up to 1.0mL.

Why is there so little powder in my jar?

You may be confusing your units. Most of our powder products are sold in increments of 1000 milligrams (mg), that is 1 gram (g).  There are 70,000 grams in the average size person. So a single gram, even with the vast range of powder densities, will be a small amount. Less than a tablespoon.

If you do not have experience working with milligram quantities of research material we would advise against purchasing powder products.

Why is solution more expensive than powder?

Besides the additional labor, materials and packaging, solutions also require additional QC procedures. For comparison, to analyze a powder product, you only need a single sample sent out for analysis, even if the batch is 1000+grams, provided the batch is uniform and the sample is representative of the whole. 

Solutions however cannot be aggregated into a single sample because that would tell us nothing about the consistency of individual vials. So to verify 1000 vials of solution you would need to test each one.

Instead we follow the industry standard practice of random sampling. Each lot of solution is ~100 vials. We sample from different stages of the fill process to confirm there is no anomaly at any stage. But this is still dozens of tests per 1000 vials and each analysis costs $150-350.

My peptide has less powder than before?

Peptides due to their nature come in a variety of sizes and shapes. Normally after the lyophilization process has completed we have a peptide that is in a perfect cake. However there are times when it may break in transit or simply appear differently. This is no way effects the quality or potency of the product. It is simply an aesthetic issue. While we do try to always present a product that looks perfect, on occasion this isn’t possible. Some proteins are very large in size and due to the requirement of a buffer will appear larger in size than others. This is normal.

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.

What is my product's shelf life?

Let’s take altitude for a moment. Due to the second law of thermodynamics entropy is always increasing. As a result the active chemical molecules of a product are always degrading, albeit slowly. Eventually there will be a measurable decrease in potency. This can take several years with proper handling and storage. Unless stated otherwise the minimum shelf life is 2 years after the date of manufacture.

Unfortunately we can’t provide a more precise answer. True shelf life is variable and in most cases little data is available for novel compounds. Shelf life decreases with exposure to heat, moisture, oxygen and sunlight, which can create free radicals and break chemical bonds. Shelf life can be extended by deep freeze (-20ºC or -80ºC). A powder ingredient in deep freeze could have a shelf life in excess of 10 years with minimal degradation. It is not recommended to store a liquid, oil or solution product at anything below room temperature because this will alter the solubility properties and maybe precipitate the mixture, rendering it non-uniform and difficult to measure without resuspension.

How should my product be stored?

We provide proper storage instructions on each product listing and on product labels for each product. Generally, store in a cool, dry place away from heat, moisture and sunlight. Peptides should be refrigerated or frozen.

How should my product be handled?

We can provide MSDS for each product on request, however, generally, it is assumed you are trained in hazard risk and safety procedures. If you are not it would be better to not purchase our products and refer to OSHA guidance on hazard safety.

Do you sell X product?

The fastest way to determine if we sell a product is to use our website’s search feature which can be accessed from the main navbar menu. Look for the magnifying glass.

For FAQ search purposes we will include a list of keywords we do not carry here:
nolva, tamox, clomid, climid, clomo, clomifene, pct, post cycle therapy, tamoxifen, tomoxifein

My solution product froze, will it be ok?

It’s possible for liquid products exposed to low temperature to freeze. For example, during cold months in high latitudes, water-based products can freeze during transit. Some solvents have high freezing temperatures so they can freeze above water’s freezing temperature. If your product froze and the bottle didn’t crack it’s OK, it just needs to be warmed to room temperature. Some products can precipitate out of solution if exposed to low temperature. If that happens you can run the bottle under warm water and shake vigorously before administration to re-suspend and re-solve.

My solution has flakes, precipitated, crystallized or separated?

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 (50-70ºC) for 5-10 minutes and then shaking vigorously to re-suspend and re-solve. If that doesn’t help please contact us.

My product was exposed to high or low temperature, 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 115ºF, 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 –20ºC, 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.

Orders

Do you have a Refund, Return & Exchange Policy?

Yes, please find our Refund, Return & Exchange Policy on the following page:
Refunds, Returns & Exchanges

How can I modify or change my order?

All orders are held for 1 hour to allow for modification. After this time we cannot guarantee we can intercept an order.

We can make the following modifications to your order:

  • Shipping address change
  • Shipping service change
  • Substitute a product
  • Remove a product
  • Add a product
  • Cancel order

To modify an order please submit the following form:
Modify My Order

I entered in the wrong shipping address. How can I change it?

If you have yet to submit your order for processing then you can simply edit your order to include the correct shipping address. If your order has been submitted we can only change a shipping address before the order has been processed by our fulfillment team. All orders are held for 1 hour after payment is received to allow for modification. After this time we cannot guarantee we can intercept your order.

Once your order has shipped we have no control over the destination. If you have a forwarding address in place with USPS, USPS will forward your shipment to the new address they have on file for you. USPS also offers a package intercept and redirect service but it is unreliable. If USPS returns the mis-addressed package back to us, we will be glad to reship it to you at the correct shipping address.

We can make the following modifications to your order:

  • Shipping address change
  • Shipping service change
  • Substitute a product
  • Remove a product
  • Add a product
  • Cancel order

To modify an order please submit the following form:
Modify My Order

How can I cancel my order?

All orders are held for 1 hour to allow for cancellation. After this time we cannot guarantee we can intercept an order.

If you are a registered user please find your order on the Order History page and then select the Cancel or Request Cancel button. If this is not possible please contact us immediately. We will do our best to accommodate you.

For registered users:

  1. Login
  2. Select the Orders tab from your Dashboard
  3. Find your most recent order
  4. Select Cancel or Request Cancel
  5. Enter your reason for cancellation
  6. Submit

What if I receive a wrong, missing or defective item?

Please contact us immediately. Once your claim is verified we will ship the correct item(s). We will also provide a prepaid return label to return any wrong item(s).

I did not receive an order confirmation email?

It is possible your email was entered incorrectly. It is also possible your order was not successfully paid. Please contact us immediately.

Please mention you have placed an order recently but have not received an order confirmation email. Please also provide identifying information to look up the order, like your name or address.

My order is being held for further review?

We reserve the right to further review random orders as well as any international orders with high dollar amounts. This is to ensure compliance of our Terms of Service as well as protect ourselves and our clients from possible fraud. If you receive a follow up email requiring additional identification and qualification information please respond ASAP to ensure the prompt shipment of your order. If you have any questions regarding this please let us know.

What if I'm not satisfied with my order?

We consider customer satisfaction our top priority and for that reason if you are not satisfied within 30-days of delivery, please contact us and we will help you.

Account

I forgot my password, how can I reset it?

Please visit the following page to reset your password:
https://science.bio/my-account/lost-password/

If the system doesn’t recognize your login email it’s possible you used another email, incorrectly entered your email or checked out as a guest and never created an account.

How can I view my order history, past orders and order status?

Order history is only available for registered users who have created an account. Orders placed as a guest are not visible unless you register an account with the same email address you used for checkout.

To view order history please Login or Register:
https://science.bio/my-account/

Then visit the Orders tab on your My Account dashboard:
https://science.bio/my-account/orders/

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.

How do I get an approved account?

Our approval program is required to access certain products and additional payment methods. Please visit the following page to learn more:
https://science.bio/approval-program/

How do I get an affiliate account?

Our affiliate program is for established content sites. If you qualify it can help you monetize your traffic. Please visit the following page to learn more:
https://science.bio/affiliate-program/

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.

Payments

Can I pay with PayPal?

Unfortunately we are unable to accept payments sent via PayPal. This is not by our choice. As a general policy, PayPal has made a willful choice to not work with the majority of bulk chemical vendors. While some smaller vendors in and out of our industry are able to offer PayPal, it is only because they have not triggered PayPal’s internal audit thresholds. We encourage additional questions or feedback regarding this policy to be directed towards PayPal’s customer support team.

Can I pay with Amazon, Stripe, etc.?

Unfortunately we are unable to accept payments sent via Amazon and Stripe for the same reason we cannot accept payments from PayPal. We encourage additional questions or feedback regarding these policies to be directed towards the respective customer support teams of those companies.

Can I pay by Western Union or MoneyGram?

Unfortunately we cannot accept Western Union or MoneyGram.

Why are payments so complicated?

We’re very sorry about this. It pains us the payment process is not simple. Unfortunately the payments industry is an oligopoly of entrenched interests. Our products are considered “high risk” and it is not possible to use a retail payments processor like PayPal, Stripe or Amazon.

Imagine a world where to pay your friend $10, you have to give some middle-man $10, he takes $1 for himself, puts $1 in a box “for safety” and one week later gives us $8. Every now and then the middle man runs off with the money. That is the gist of the high risk payments industry.

The truth is more complex, with more fees, more middle-men and more headache. For this reason and others we encourage you to learn about digital currencies which allow you full control over what you can or can’t do with your money. You can read more about paying with Bitcoin on our Bitcoin beginner’s guide.

How to pay with ZellePay and P2P Methods?

P2P payment networks let almost anyone with a USA debit card send payment easily using an email, phone number or username. We currently support ZellePay and Popmoney. Unsupported networks include GooglePay, CashApp, Venmo, ApplePay. The following page has instructions on how to pay:
How to Pay with ZellePay and other P2P payment methods

What currency are your prices denominated in?

Our checkout prices are denominated in USD ($). Prices may be displayed in your local currency if our multi-currency system is enabled.

Unexpected pending card charges on my bank statement?

Pending (authorization) charges are a way for the processing bank to confirm your account has a positive balance. This is useful in the services industry where tips are processed separately, among other reasons. Pending charges can be for an amount between 20% and 150% the order total, so they may not match the order total. They will disappear in 1-3 business days.

If your card payments are not going through at all but you are seeing these pending charges, it typically means your billing address does not match the one you entered on checkout or your bank is blocking the transaction. Please call your bank to confirm the billing details and make sure they are not blocking the transaction. If it still doesn’t go through please contact us.

I tried to make a purchase and my card was declined but I still show a charge. Why is that?

When transacting through credit cards there are two types of transactions that occur. One is called an authorization and the other is called a capture. An authorization is the first thing that is done whereby the bank puts the amount of the charge on hold returning a message to the processor that the funds are available.

The next step is called a capture. It is at this step that the bank will verify that the information entered into the checkout form under “Billing Address” is accurate. This means that the street address and zip code match exactly to what the bank has on file for your account. If the billing address is incorrect by even one number then a capture will fail and no signal to remove those funds from your account will be sent. Hence an error on checkout. When incorrect billing information is entered we will have a case where the authorization (do the funds exist) was successful but the capture (did they enter the correct identifying information to show that the transaction isn’t fraudulent) was unsuccessful. This means that when you look at your bank statement or online account you will see what looks like a charge from us. This is not a charge from us as the capture failed. This is simply an authorization which we release immediately.

Each bank has their own policies regarding authorizations though and most banks will not return those funds to your account until 48 business hours have passed. Some unfortunately take a bit longer up to 5 business days. This is the policy of your individual bank and we have no control whatsoever over how long they choose to hold your funds. Because of this it is very important that you triple check your billing information prior to submitting your order.

NB: Please note that if you ask the bank, they cant tell the difference on their end between an authorization and a charge. But in your account the charge will show as pending and then disappear. This is simply how it works.

How will this purchase appear on my credit card or bank statement?

This will vary depending on payment method chosen. Please email us if you need to verify a transaction.

My digital currency payment hasn't gone through or is unconfirmed?

This usually means the transaction has timed out. This is typically due to not sending funds for the payment, not sending enough funds, or sending the funds after the timeout or without enough TX fee to confirm in time. If you wish to make a purchase, you will have to make the purchase again using our checkout page. Please make sure to read all email alerts from our system as they inform you every step of the transaction. Please review the following article and make sure to include a TX fee that is likely to be confirmed quickly:
How to Select a Bitcoin Transaction Fee

There are however a few exceptions:

  1. Double check your transaction numbers and payment addresses, a common error is creating two transactions then paying for one and not the other. Make sure to check the payment ID’s are to the payment addresses you sent to.
  2. If you are sending your coins from an exchange they may not have sent the funds yet. So please check with your exchange to see if it was processed; if it was, you can provide us with the blockchain txid and we can look for it, as long as it was sent to our wallets.
  3. If you are sending from a wallet that is not synced, you will have to wait for the client to catch up and then send the payment. If it does send, you can provide us with the txid and we can look into it, as long as it is sent to our wallets.

Unconfirmed Transactions
If you don’t know what a Bitcoin “Confirmation” is please see here:
https://www.buybitcoinworldwide.com/confirmations/
If your coins have not yet confirmed (such as if you didn’t pay any/enough TX fee), you will need to wait for the transaction to confirm or be dropped from the network. This can take several weeks. There are ways to increase the transaction fee so miners accept it:
https://bitcoin.stackexchange.com/questions/49723/replace-by-fee-vs-child-pays-for-parent
It is also possible to pay miners directly to accelerate confirmation:
https://pool.viabtc.com/tools/txaccelerator/
When the transaction confirms you will receive an automatic email confirming we’ve received the funds. If you haven’t received an email 8 hours AFTER your coins confirm, please contact us.

Reclaiming Funds
Our system allows you to reclaim funds in the event that insufficient or excess funds are sent. However, we cannot process a refund until the transaction confirms.

I forgot to enter a discount code on checkout, can you add it retroactively?

Unfortunately no, once a transaction is processed we can’t change it without incurring additional fees. You can use the code on your next order.

I ordered right before a sale, can you apply it retroactively?

Unfortunately no, once a transaction is processed we can’t change it without incurring additional fees. We apologize for any inconvenience.

Do you have a military/veteran/senior/other discount?

At this time we do not have any ongoing discount promotions. However, when you join our newsletter you will be the first to know about new promotions, products and updates. We will also send you a 10% off coupon for your first purchase.
Science.bio Newsletter

Shipping

Do you have a Shipping & Returns Policy?

Yes, you can find our shipping and returns policy here:
Shipping & Returns

Do you ship to my country?

Yes, we ship worldwide. We do not typically have issues with customs but if it happens we will reship for free.  If we fail to deliver the second time we can issue a full refund. Orders over $250 are insured so there is no risk of damage.

Please review our shipping policies for more information about international restrictions, customs fees and duties and customs delays:
International Shipping Policy

Where do you ship from?

We ship from the United States.

Please review our shipping policies for more details about estimated shipping times:
Shipping Policy

How much does shipping cost?

This depends on the courier, service and destination you select. The easiest way to determine shipping cost would be to add products to your cart and go to the checkout page.

What shipping services, couriers and methods do you offer?

We primarily use USPS. We also offer some services by UPS, Fedex and DHL. Please visit the following page for more details like estimated arrival time:
Shipping & Returns

Do you offer free shipping?

Yes, we offer free USPS Priority Mail shipping on USA orders over $100 and free USPS First Class International shipping on orders over $300. Some products do not qualify for free shipping due to special shipping requirements. This will be noted on the product page.

Do you ship to PO boxes?

USPS services will ship to USPS P.O. boxes. Fedex and UPS will ship to their respective mailboxes.

Do you ship to Military APO/FPO/DPO addresses?

Yes we do. If you’d like to know more about how to format a military address for our couriers please read the following guides:
https://stamps.custhelp.com/app/answers/detail/a_id/774/~/how-to-send-apo%2Ffpo-military-mail
https://www.shipitapo.com/personal/apo_fpo_guide.php

Military addresses are typically overseas but still use the United States as destination country. Please do not use a foreign nation as the destination country or there is a high chance of losing the package. How do you format APO/FPO/DPO addresses? Similar to a domestic USA address:

There are three Military “States”:
AA, which stands for Armed Forces (the) Americas
AE, which stands for Armed Forces Europe
AP, which stands for Armed Forces Pacific

And three “City” equivalents:
APO, which stands for Army Post Office
FPO, which stands for Fleet Post Office
DPO, which stands for Diplomatic Post Office

Based on these constructs, a typical Overseas Military Mail address looks like this:

Name
Postal Service Center + Identifier
APO, AP ZIP

or

Name
Postal Service Center + Identifier
FPO, AP ZIP

When does my package ship?

Your order should ship within 1-3 business days. If there is an issue we will notify you.

Please review our shipping policies for more details about estimated shipping times:
Shipping Policy

Why hasn't my order shipped after 3 business days?

Typically if there is an issue we will notify you. If not please contact us.

EChecks:

Please allow eCheck orders 3-5 business days for processing and verification. This is for security and fraud prevention purposes.

Large & Special Orders:

Large and special orders may require additional processing, we will notify you within 3 business days if this is the case.

Backstock Orders:

We mark product listings out of stock as soon as possible to prevent backorders but there are logistical and technical reasons why the website may not update in time. In that case we will alert you within 3 business days and explain when we expect a restock. You will have the opportunity to cancel all or part of your order and have the instock items shipped separately.

How long does delivery take?

Please review the following page for estimated delivery times:
Shipping & Returns

Can you ship my order overnight?

Unfortunately no. We offer USPS Priority Express shipping for USA orders which is the fastest service USPS provides. For most packages this takes 2 – 3 business days with delivery confirmation and tracking.  Estimated arrival time is NOT guaranteed, and is only accurate about 70-80% of the time.

While it’s true USPS Priority Express has a 2-day refund guarantee. We will not refund if the package is late. We would love to but USPS makes it difficult to claim a refund, usually requiring phonecalls and a wait of severals weeks.

What does the package look like, is it discrete?

Our packaging is non-descript and there are no markings that suggest the contents. The shipping label does not mention SCIENCE.BIO.

We use plain shipping materials including padded envelopes, mailer boxes, zip lock bags, and USPS flat rate packaging:
https://www.uline.com/BL_1255/Uline-Bubble-Lined-Poly-Mailers
https://www.uline.com/BL_1403/Literature-Mailers-White
https://store.usps.com/store/results/shipping-supplies-flat-rate/_/N-1bzu2g5

Will you send my products to me without labels?

We cannot ship products without labeling. The products we sell can be harmful if used improperly and as a matter of regulatory compliance we label them so that proper warnings are visible. We apologize for any inconvenience that this may cause.

For international orders we can modify labelling in a way that is expedient while remaining compliant with declarations and customs requirements.

Will I receive a tracking number?

Yes we will send you a tracking number as soon as the order ships within 1-3 business days and provide regular email updates on the tracking status from then on.

How can I track my order?

You should start receiving tracking updates via email within 1-3 business days of your order being paid.

To look up your order tracking, please visit the following page:
Track My Order

Alternatively, registered users can find their tracking on their order history:

  1. Log into your account
  2. Go to the Order History tab
  3. View your most recent order
  4. Your tracking number will be in the order details

Why does my tracking page say 'not found', 'info received', 'waiting for shipment', 'accepted', 'no information'?

There can be a delay of up to 48 hours in a courier’s online tracking system. A tracking number that is “not found” means the courier does not have the tracking number in its system yet or the tracking system is down, which happens frequently.

A tracking status of “info received”, “waiting for shipment”, “accepted”, “no information”, means the shipping label has been paid but the package has not yet been scanned in by the post office. Since couriers can (and do) miss scans a package can have these statuses and still be in transit. In that case you need to allow a few days for the status to be scanned again and update.

My package is being returned to sender?

If there has been a mistake with the address provided for shipment, or a shipment was unable to be signed for, USPS will generally return the packages to the sender. Once the package has been returned to our shipping facility, we will notify the customer by the next business day. We will offer a reship one time, at our expense, either to the same address or an updated address. Updated tracking information will be provided once the package has been reshipped.

What if my package tracking stops updating?

We will not keep your payment if you never receive the goods. If package tracking stops updating for over 15 days domestically or over 30 days internationally, we will review the case for a reship. We will offer at least one free reship. If the second shipment fails we will consider options including changing destination address, changing shipping service and issuing a refund. If the issue is related to international customs we can typically improve the odds of passage by changing the shipping service or courier.

Some orders may require a signature confirmation for delivery, depending on the order value and courier used. Please see our signature confirmation shipping policy to learn more.

My tracking says delivered but I did not receive the package!

If the tracking says Delivered but you have not received the package there are a few possibilities.

It’s possible the package was received by someone else. Couriers can drop off packages at the wrong address, street or mailbox and this is unfortunately common. It is also possible your neighbor, a front desk, receptionist, mailroom, doorman, HOA or colleague received the package. We recommend asking around before concluding the package is missing.

If you still can’t find the package you should contact the courier directly, our tracking emails will provide contact information. Couriers will have precise GPS coordinates for every tracking scan and can tell you where the package was scanned when the status was changed to Delivered. Be sure to have your tracking number on hand.

  • List of National Postal Services 
  • USPS Customer Support: 1 (800) 275-8777
  • Fedex Customer Support: 1 (800) 463-3339
  • UPS Customer Support: 1 (800) 742-5877
  • DHL Customer Support: 1 (800) 225-5345

Tip: If USPS delivered your package it will be easier to call or visit your local post office and ask to speak with the Postmaster about your missing delivery.

If you suspect the package was lost or stolen please file a claim with the courier and/or a police report. We typically recommend waiting 1-2 weeks for the package to turn up, usually a neighbor or colleague has it. If it never turns up please get in touch with us and provide proof you filed a claim or police report. We will handle this on a case by case basis and may require you to sign a legal affidavit to submit to our insurance company, so we can issue a free reship.

My tracking says there was a delivery exception?

Delivery Exceptions are events that may delay the delivery of a shipment. They can be triggered by a customs issue, the recipient not being available to sign, holiday delays, natural disasters, shipment refusal, invalid addresses, returns to sender, etc.

In the event of a delivery exception you will be automatically notified by email via our tracking update system. We will also receive the same email and may contact you about it if further action is required.

Most of the time no action is needed on our part. However for Returns to Sender, Refusals and International orders there is often some further processing.

For international customs delivery exceptions please familiarize yourself with our international shipping policies, including the section on customs delays:
https://irc.bio/shipping-returns/#international

 

If the tracking says Delivered but you have not received the package there are a few possibilities.

It’s possible the package was received by someone else. Couriers can drop off packages at the wrong address, street or mailbox and this is unfortunately common. It is also possible your neighbor, a front desk, receptionist, mailroom, doorman, HOA or colleague received the package. We recommend asking around before concluding the package is missing.

If you still can’t find the package you should contact the courier directly, our tracking emails will provide contact information. Couriers will have precise GPS coordinates for every tracking scan and can tell you where the package was scanned when the status was changed to Delivered. Be sure to have your tracking number on hand.

  • List of National Postal Services 
  • USPS Customer Support: 1 (800) 275-8777
  • Fedex Customer Support: 1 (800) 463-3339
  • UPS Customer Support: 1 (800) 742-5877
  • DHL Customer Support: 1 (800) 225-5345

Tip: If USPS delivered your package it will be easier to call or visit your local post office and ask to speak with the Postmaster about your missing delivery.

What if my item is damaged during shipment?

All items are shipped securely and in a manner that ensures safe arrival. If this is not the case please contact us immediately with photographic evidence. Once adequately verified we will ship a replacement.

EXTRA DUPLICATE

Do you have a Refund, Return & Exchange Policy?

Yes, please find our Refund, Return & Exchange Policy on the following page

How can I modify or change my order?

All orders are held for 1 hour to allow for modification or cancellation. After this time we cannot guarantee we can intercept an order.