Frequently Asked Questions
Returns & Exchanges
Can I return or exchange products?
Due to the nature of research peptides and compounds, we cannot accept returns or exchanges for used or opened products. This ensures safety, purity, and quality for all researchers.
What if my product arrives damaged or incorrect?
If your order arrives damaged, defective, or incorrect, please contact our support team within 48 hours of receipt. We will guide you through the replacement process promptly.
How do I request a replacement?
Reach out to our support team at support@novahelixlabs.com with your order number and a photo of the issue. Our team will respond within 24–48 hours to assist.
Are there any conditions for replacements?
Products must be in their original, unopened packaging for replacement eligibility. Used or partially opened items cannot be replaced.
Do you offer refunds?
Refunds are only provided for products that are damaged or incorrectly shipped. All other purchases are final due to the sensitive nature of research materials.
How should research peptides be stored?
Most peptides should be stored in a cool, dry environment before reconstitution. After reconstitution, refrigeration is generally recommended to maintain stability. Always follow appropriate laboratory storage procedures.
What form do peptides arrive in?
Our peptides are supplied as lyophilized powder in sterile laboratory vials for research use.
Ordering & Payment
How do I place an order?
Simply browse our product catalog, select the items you need, and add them to your cart. Once ready, proceed to checkout and complete your order.
What payment methods do you accept?
We accept major credit/debit cards, PayPal, and other secure online payment options. All transactions are encrypted for your safety.
Can I modify or cancel my order after placing it?
Orders can only be modified or canceled within 1 hour of placement. After this window, your order will be processed and cannot be changed.
Is my payment information secure?
Yes. We use secure payment gateways with encryption to ensure your financial information is protected.
Can I get an invoice for my order?
Yes. An electronic invoice will be automatically emailed to you after your purchase.
Do you offer bulk ordering or special pricing?
Yes. For bulk orders or institutional purchases, please contact our sales team at sales@novahelixlabs.com to discuss pricing and availability.
Shipping & Delivery
Do you ship internationally?
Yes, we ship to most countries. Shipping availability may vary depending on local regulations for research compounds and peptides.
How long does delivery take?
Standard delivery usually takes 3–7 business days within the U.S. International delivery times vary by location and customs processing.
How can I track my order?
Once your order ships, you will receive a tracking number via email so you can monitor your package in real time.
What shipping carriers do you use?
We use trusted carriers such as FedEx, UPS, and DHL to ensure safe and timely delivery of your products.
Can I change my shipping address after placing an order?
Shipping addresses can only be updated within 1 hour of order placement. After that, the order is processed and cannot be changed.
What if my package is delayed or lost?
Please contact our support team at support@novahelixlabs.com with your order number. We will work with the carrier to resolve the issue promptly.
Are there any special shipping requirements for peptides?
Yes. All peptides and research compounds are shipped with temperature control and protective packaging to maintain product integrity during transit.
Dosage
How should I determine the correct dosage for my research?
Dosage should always be based on the specific protocol of your study or laboratory guidelines. We provide our products for research purposes only and do not offer medical or personal dosing advice.
Are there recommended usage instructions?
Each product comes with standard research handling instructions, including reconstitution guidelines and storage requirements. Please follow these carefully to ensure accuracy and safety in your experiments.
Can I use these products for personal health or medical purposes?
No. All products are intended strictly for laboratory research and experimental purposes. They are not approved for human consumption or medical use.
What should I do if I’m unsure about the dosage for my experiment?
Consult your lab supervisor, principal investigator, or research protocol for guidance. Our support team can assist with product handling and technical questions but cannot provide personal dosage recommendations.
Are there safety precautions I should follow?
Yes. Always use appropriate lab safety protocols, including gloves, lab coats, and eye protection. Handle all peptides and compounds with care to maintain safety and integrity.
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