Häufige Fragen
Antworten zu Bestellung, Zahlung, Versand, Chargen, Lagerung und den Regeln für Forschungsprodukte. Ihre Frage ist nicht dabei? Nehmen Sie Kontakt auf.
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Orders & payments
- I have not received a confirmation e-mail. What now?
After placing your order you receive an order confirmation. This does not yet confirm payment. Check your spam folder too. Your order page shows the current payment status and, while the order is open, the route to payment.
If nothing has arrived after a few hours, contact us with your order number. If you have already paid, do not pay again; we will check the status first.
- When will my order be shipped?
Orders are usually processed and shipped within 48 hours after the payment has been received.
Orders placed between Friday evening and Monday morning usually leave on Monday afternoon, because carriers do not collect parcels at the weekend. Your tracking code then follows a little later; the final delivery time is normally unaffected.
- Can I cancel, change or return my order?
An order that has not been shipped yet can be cancelled or changed: contact us as soon as possible and quote your order number. An order that is not paid within the payment period lapses by itself.
As a consumer you have a 14-day cooling-off period after receipt. For reasons of health protection and hygiene we cannot take back a vial whose seal you broke after delivery; the cooling-off period does not apply to it. Opening the shipping box does not count as breaking the seal.
If a product is delivered defective, incorrect or damaged, you are always entitled to a replacement or refund. Report it as soon as possible with your order number and photos.
- Do I need an account to see prices or to order?
No. After the entry declaration on your first visit (18 or older, research use only) you see the shop with all prices; a verified account is not needed. You can order as a guest or with an account.
An account keeps your order history and addresses. When you create one you accept the general terms; you only receive newsletters if you tick that box separately.
Shipping & delivery
- What does shipping cost?
Standard shipping costs €6.80 per order. From an item total of €150.00 after discounts (excluding shipping), shipping is free; below €150.00 you pay the normal shipping cost. This applies to every country offered at checkout.
The item total is what you pay for the products after a sale, bundle discount or discount code; free gifts in a bundle do not count. The checkout summary shows the shipping cost and the total before you order.
- How long does shipping take?
All orders are shipped with track & trace; the code is sent to the e-mail address you provided. Indicative delivery times after dispatch: the Netherlands 1 to 2 working days, Belgium 2 to 3 working days, other European countries 4 to 6 working days.
No tracking e-mail? Check your spam or junk folder first.
- Do you ship internationally?
Checkout shows the countries currently offered. Availability depends on your destination and products; choose your country to check. Free shipping from €150.00 (item total after discounts) applies to every offered country.
Indicative delivery times after dispatch: Netherlands 1 to 2 working days, Belgium 2 to 3, and other offered European destinations 4 to 6. Follow the carrier tracking for the current estimate.
- What happens if my parcel is delayed?
International shipments are sometimes delayed at sorting centres or by local postal services. If the tracking shows no update for a longer period, we open an investigation with the carrier.
If a shipment is eventually declared lost, we will work out a suitable solution together with you.
Products, batches & storage
- How do I check that my batch was tested?
Every vial carries a batch number on its label. If an independent lab report has been published for that batch, you can find it by that number in the report register.
Lab reports are optional and are not available for every batch. An approved batch may be sold without a published report. Without a report we show no test result or purity claim.
- What do LOT, MFG and EXP on the label mean?
The side of the label carries three codes for the production batch and its dates.
Illustratives Produktbild. Maßgeblich sind die Chargen- und Datumsangaben auf dem gelieferten Fläschchen. - LOTBatch number
- Identifies the production batch. Compare this number with the batch stated on the matching laboratory report, where one is available.
- MFGManufacturing date
- When the batch was produced.
- EXPExpiry date
- The expiry date printed on the label. Follow the stated storage conditions.
If a label also shows an SN, that is a serial number. A serial number is not automatically the same as the batch number: always compare a lab report with the LOT number.
A lab report is not published for every batch. A published report can be found by its batch number.
- How should peptides be stored?
Follow the storage instructions on the product label and product page. Keep the vial closed and protect it from moisture, heat and direct sunlight. The appropriate temperature and shelf life depend on the product and batch.
- How long do peptides stay stable?
Check the expiry date and storage instructions for the specific batch. There is no universal shelf life for all peptides or solutions. Contact us if information for your batch is missing.
- How long does bacteriostatic water (BAC water) stay stable?
Follow the expiry date and storage instructions on the label. The period after opening may differ from the unopened shelf life; contact us if instructions are missing.
- Is BAC water included with my order?
BAC Water is sold separately with individual products. A 5-pack from Bulk Deals includes 3 free BAC Water 10 ml vials; a 10-pack includes 5. Gifts are displayed with the bundle in your basket and checked against stock.
Regulation & research
- Do you sell needles?
No. We do not sell needles or include them in orders.
- Do you provide dosing guidelines or usage advice?
No. Our products are sold for research purposes only (research use only). We do not advise on dosages, schedules or applications. This is also stated in our terms and in the research disclaimer.
- Who are the products intended for?
Exclusively for laboratory and research purposes, by persons aged 18 or over. Not for human or animal consumption.
Bulk & contact
- Can I place a bulk order?
Yes. Bulk Deals offers 5 vials of the same variant with 5% off and 3 free BAC Water 10 ml, or 10 vials with 10% off and 5 free BAC Water 10 ml. The bundle discount is included; discount codes cannot be combined with bulk bundles. For larger or different combinations, send an enquiry.
- What is the fastest way to reach you?
For urgent questions via WhatsApp. For general questions and questions about orders via the contact form or e-mail; please quote your order or batch number. We usually reply within one working day (Monday to Friday, 09:00 to 17:00 CET).
Ihre Frage ist nicht dabei?
Stellen Sie sie über das Kontaktformular oder per WhatsApp; nennen Sie bitte Ihre Bestell- oder Chargennummer.