Support
What to include when you contact the lab
How to get the fastest answer on batch documentation, bulk pricing, delivery and compliance.
Getting a useful answer first time
Enquiries resolve fastest when the first message carries the specifics: the compound and vial size, the lot number from the label, the order reference if there is one, and a short description of what you have already tried. Most technical questions can then be answered outright rather than after two rounds of clarification, which matters when a bench protocol is paused waiting on the reply.
Screenshots or photographs help with physical issues — a cake that looks unusual, a seal that appears compromised, packaging damaged in transit. Where a vial has arrived in a state you are not confident about, stop before reconstituting and send the photograph first; replacing a questionable vial is far cheaper than discovering the problem three weeks into a dataset.
What the lab team can help with
The team answering this inbox works in the London facility rather than in an outsourced support centre, so technical questions get technical answers. The most common enquiries are solubility problems with hydrophobic sequences, requests for a specific lot number to maintain continuity across a study, requests for the underlying chromatogram behind a published certificate, and quotes for bulk or scheduled repeat supply.
For solubility questions, include the compound, the lot number and the diluent and volume you have already tried. That is usually enough to identify whether the sequence needs acidification, a lower concentration, or simply more time swirling at room temperature, and it avoids a round trip of clarifying questions.
Documentation requests
Summary certificates for every listed batch are published in the certificate library and searchable by lot number without contacting us. Where an institutional purchasing process, a grant audit or a journal submission requires more — the raw HPLC trace, the mass spectrometry output, or a signed statement of analysis on letterhead — send the lot number and we will supply it.
We can also provide a written confirmation of research-use-only status and the absence of any clinical claim, which some procurement departments require before raising a purchase order for laboratory chemicals.
Bulk, institutional and repeat supply
Laboratories running a compound continuously across a study are usually better served by a reserved allocation than by repeat catalogue orders. We can hold a defined quantity from a single production run, ship it in scheduled instalments, and guarantee that every vial across the study carries the same lot number and the same analytical record. That removes batch variation as a confounder entirely.
Purchase order terms, invoiced accounts and delivery to institutional goods-in addresses are all available. Send the requirement, the expected volume and the timescale and we will come back with a quote and lead time the same working day.
Response times and what we will not answer
The lab is staffed Monday to Friday, 09:00 to 17:30 GMT, and enquiries received in those hours are answered the same working day. Messages arriving over a weekend or a UK bank holiday are answered on the next working morning. Order-specific questions are fastest to resolve when the order reference or lot number is included in the first message.
We cannot advise on dosing, administration, cycling, stacking for personal use, or any application involving a human or animal subject. Every compound we supply is for in-vitro laboratory research by qualified personnel and is not a medicine. Enquiries of that nature are declined without exception, and no amount of rephrasing changes the answer.