Quality Concern & Failed-Assay Resolution Policy

Every batch we ship leaves our facility with a Certificate of Analysis behind it. Occasionally, a researcher’s own independent testing will produce a different result than the COA on file, or a shipment will raise a question about identity, purity, or handling in transit. This page documents exactly what happens next: who to contact, what we ask for, how we investigate, and what resolution looks like. We would rather publish this process than ask you to take quality on faith.

What This Policy Covers

An independent third-party assay (HPLC, mass spectrometry, or equivalent) that conflicts with the purity or identity stated on a lot’s COA
Visible degradation, discoloration, or contamination on arrival
A lot number on the vial that does not match, or cannot be matched to, a published COA
Shipping or cold-chain handling that appears to have compromised compound stability
Any other documentation gap between what was ordered and what arrived

How to Report a Concern

Step 1 — Contact us within 14 days of delivery. Email [email protected] (or use the contact form) with your order number, the lot/batch number printed on the vial, and a description of the issue.

Step 2 — Share your documentation. If you have independent lab results, attach the report. Photos of the vial, label, and packaging help us investigate shipping and handling questions. You are not required to have third-party data to open a case — a documented concern is enough to start the process.

Step 3 — We acknowledge within 1 business day. Every case gets a case number and a named point of contact. We do not route quality concerns through a general support queue.

How We Investigate

Internal record match — we pull the original COA, synthesis batch record, and the independent lab’s raw report for that lot and compare them side by side.
Retained sample re-test — where we hold a retained sample from the same lot, we send it to our third-party testing lab for re-analysis, at our cost.
Chain-of-custody review — we check cold-chain shipping logs and handling records for that specific order to rule out transit-related degradation.
Written findings — you receive a written summary of what we found, including any new lab data generated during the review, whether or not the original result is confirmed.

Resolution

If a lot fails to meet its published COA on re-test, or the investigation otherwise substantiates the concern, we offer — at your choice — a replacement from a verified lot, a full refund, or store credit. We aim to close verified cases within 10 business days of receiving your documentation. If a retained-sample re-test confirms the original COA, we will still share the comparison data with you so you can see exactly what we found; we do not consider a case closed just because the numbers came back in our favor.

What We Don’t Do

We don’t dispute a researcher’s data without running our own comparison first. We don’t require you to ship a compound back before we begin investigating. We don’t treat a quality report as a one-off — every substantiated case is logged against the originating batch, and a pattern across a batch triggers a hold on remaining inventory from that lot pending review.

For Labs, Resellers, and Repeat Partners

If you’re a lab or reseller working with us under a wholesale or partner account, quality concerns are handled by your account contact directly, with the same investigation standard above and shorter reporting windows built into your partner agreement. See our Wholesale & Lab Partner Program for details.

Research Use Only. Products discussed are intended solely for laboratory and research purposes, not for human or animal consumption, and have not been evaluated or approved by the FDA for any other use. This policy describes our internal quality-investigation process and does not constitute a warranty beyond what is stated in our Refund and Return Policy.