Shipping
How do you pack your products for shipping?
All products are measured into individual small plastic ziploc bags, labeled accurately, then carefully vacuum sealed in a plastic/metallic bag. They are then shipped in a standard envelope or bubble-pack envelope. The outside of the shipping envelope contains no reference to the items it contains.
What all is included in my shipment?
The products you ordered plus a packing slip. The packing slip includes the customer and product details, but does not contain pricing information.
Why do you accurately label all the products and detail them on the packing slip?
Primarily for safety, secondly, these products are not scheduled in most jurisdictions, and in the event of an official inspection, accurately labeled products will more likely be delivered to the recipient in a timely manner. Do not ask us to ship your product without labels or packing slip, we will not do it.
Do I have to sign for my parcel when I receive it?
If you ship with registered air mail, yes. Be aware that some locales may require you to visit the post office in person and present valid ID before you collect your parcel.
Regular air mail does not require a signature.
What’s the difference between your different shipping methods?
Air Mail – Free of charge for all orders under 80 Euros (or equivalent in your currency). Delivery generally takes 2 to 4 weeks.
Registered Air Mail – For a small fee we can register your parcel. All orders 80 Euros and over (or equivalent in your currency) are recommended to use this shipping method. Registering will better ensure your parcel’s delivery, but still does not guarantee it’s delivery. There usually is no online tracking functionality provided, however we can give you the information you need to follow-up from your local post office if your parcel does not show up after a few weeks. Delivery takes 2 to 4 weeks.
What about EMS or TNT?
TNT or EMS shipping options have been discontinued indefinitely. Please don’t ask us to make an exception just for you, we can not do it.
What are your shipping charges?
Air mail is free for all orders under 80 Euros, and 10 Euros for shipments 80 Euros and greater.
Registered air mail is 8 Euros on all orders under 80 Euros, and 9 Euros for shipments 80 Euros and greater.
Why is Registered air mail less expensive then normal air mail?
It’s cheaper not because it costs us less, but because we want to encourage all our customers to always select registered air mail shipping. If you really insist on using regular air mail, you will have to pay us more. We are sorry if you don’t agree with this new policy, but it’s for the best.
Do you have other shipping options?
No.
What shipping method do you recommend?
We always recommend registered air mail because it’s not too expensive, and we can (usually) find out what happened if the parcel disappears, and significantly, because a customs declaration is not required.
I ordered last week, where is my shipment?
Please wait at least 3 weeks before contacting us if your shipment has not arrived.
Please note that we will no longer respond to any enquiries about the whereabouts your shipment within the first 3 weeks. As much as we want to provide excellent customer service, we get far too many enquiries like this and it takes up a lot of our time to reply to each one, and typically the parcel appears shortly after we reply. There is nothing we can say or do for you anyway, other than to tell you to be patient. Thank you for your patience and understanding of this matter.
Where is my tracking number?
There is no online tracking available for any of our shipments. However if you selected registered air mail and your parcel is not delivered after 3 to 4 weeks, we will send you the tracking code and you can check with your local post office to investigate.
There is no tracking whatsoever with air mail. If it gets lost — it’s gone. So use Registered air mail!
My order was seized by customs, will you re-ship?
Sorry, we do not offer reshipping or refunds in the event of a seizure. No exceptions. Please take this into consideration before placing your order with us.
Do you ship product ___ to ______ country ?
We do not ship to China (including Taiwan, Hong Kong and Macau), Israel, Thailand and UAE. Otherwise, unless noted on the product page, we will ship all our products anywhere else.
If you do not see your country in our country list when you register your order, it doesn’t mean we don’t ship there, it probably means we didn’t add your country to our shop yet. Please let us know and we’ll add your country to our site right away.
Can you ship to a P.O. Box address?
Yes.
Can you ship to “Poste Restante” ?
Yes, but from our experience it is extremely high risk – these letters seem to inexplicably disappear without a trace, even with registered delivery. We do not recommend it. If you ask us to ship to such an address, you should not expect your letter to arrive. If it does, you got lucky.
I want to change my shipping address, how to do it?
You must change your shipping address before placing your order. Login to your account and click on My Addresses, and either edit your current address or add a new address. Now place your order and select your new shipping address, and double check to make sure you entered it correctly. If you have already placed an order, if you have not paid for it yet, you should cancel the order, then change your address and place a new order. If you have already paid for your order but we have not shipped it yet, quickly send us a message and inform us of your address change. Please note that our order fulfillment operates separately from our customer support so there is a chance we will not be able to change your address before your order ships. Lastly, if we have already shipped your order, it’s too late to change your address.
Where do you ship from?
Asia.
Do you have re-shippers in my country?
No.
Products
Do you offer free samples?
No. Never. But we offer small sample quantities of all our products at a reasonable price, which will allow you to do testing. If you don’t think our sample sizes are small enough, then we suggest you don’t sample all of it.
How much is it if I buy 10gm of xxxxx product?
Why not just add that much to your shopping cart? You will then see the full price on screen. If you change your mind and you don’t want that much, you can delete it from your cart afterward.
Your prices are higher than elsewhere, can I get a discount?
No, we do not offer discounts on an individual basis. But read on…
At first glance some people might say our prices seem higher than other vendors, but that’s not the whole story.
Don’t forget, unlike some other vendors, we offer free shipping on small orders. We also offer significant discounts on multiple quantities of many of our products. This is noted on the product page – and when you add multiple quantities of an item to your shopping cart you will see the discount. Also note that with larger quantities we offer far better prices per mg.
We have recently re-launched our Frequent Flyer program, where you can collect 2 Euro credit for every 50 Euro spent. Credit can be applied to any future order.
When you take all this into account, our prices are very competitive! But wait, that’s not all…
Stay tuned to our RSS feed and Twitter feed for notification of our promotions and specials. We will offer coupon codes for special promotions, and just to make things interesting, some of our promotions will not be announced in advance and some will last for only a few hours!
Still, if you find a vendor with lower prices, please send us their details. We review our product prices regularly and we will make periodic adjustments to remain competitive.
Can you tell me how to use your product?
If you have to ask us this you should not be purchasing it. We offer our products only to qualified researchers. Our compounds can be very harmful and possibly deadly if misapplied.
I want to purchase large amounts of one or more of your products, can you offer me a good price?
Yes, we do bulk orders. Please visit our sister site, Buythekg.com, for more information.
Do you sell ______ compound?
If you do not see it listed on our online shop, then we do not sell it. However we welcome any suggestions if you want to suggest us to stock a certain product.
Is your product scheduled in my country?
Please do not ask us if the product is legal where you are, we are not legal experts. Please seek professional legal advice in your country on this matter. However, if you order a product which is scheduled in your country (or state), we take no responsibility for any events which may occur once it arrives there. If you have any doubts about the legality of our product, we urge you not to purchase it until you are certain you can do so.
Payments
What options do you have for payment?
Presently, we accept payment via Western Union, Liberty Reserve, Pecunix, MoneyGram, and AlertPay. Please see this page for additional information about all our payment methods.
Do you accept credit cards?
No, not at this time.
Do you accept PayPal?
No, we do not, and we never will.
Do you accept Money Orders?
No, we do not.
Do you accept COD?
No.
Do you accept escrow payments?
No.
Can I send you cash in the mail?
No.
You used to accept _________ for payments, now you don’t. Can you make an exception for me?
No. If it’s not on our list, then we can’t use that payment method.
Can I pay using more than one payment method?
Yes, no problem. Just make sure you include your order # with each payment, and then send us a note about your order and tell us what you did. We will make sure all your payments are accounted for and attached to your order.
You refused my credit card payment. Help me!!
Actually, we did not refuse your credit card payment, you must have been using either AlertPay to send the payment to us, and they refused your card. Any issues you have with payment processors must be settled between you and them. We can not help you. They are usually quite prompt and helpful if you contact them via their support page.
I originally selected ______ payment method, but I want to change it. How?
Yes you can. You do not need to submit a new order either. Just contact us and we’ll tell you what to do.
I made a mistake, can I cancel my order?
Yes! If you made a mistake when ordering, just go to your order history page and select the order # from the list. Near the bottom of your order details you can click on the link “Cancel this order…” to cancel. As long as you have not sent payment for an order, you can cancel it this way.
Why does my order status always say “Awaiting MTCN from customer”? I’ve been waiting for a week and it never changes.
We can not know you have made your Western Union payment until you actually tell us. After you’ve placed your order and selected Western Union for payment, you must go to the Western Union office and make the payment as per the instructions we provided to you at the time of your order. After you have done that, you must return to our website and provide us the payment details. If you paid with MoneyGram, go here instead.
I sent you payment, why didn’t you acknowledge it yet?
Our payment collection system is semi-automated, but it still requires a human to verify at the final step. For various reasons, we are not always immediately available to verify your payment. If you do not get a payment confirmation from us within 48 hours (72 hours on weekends) please contact us here with all details about your payment. Please include your order # in your request.
Please do not keep sending us emails every couple hours asking if we got your payment yet, it does not help and we will not respond anyway. We WILL notify you once we have received your payment, or if there was a problem, we will let you know that too.
Please note that we take usually weekends off, so if you sent us payment on Friday (our time), you may not receive acknowledgment until Monday. Also, watch our blog and Twitter feed for special announcements regarding our office hours. Lastly, bear in mind that our timezone is probably not the same as yours, so we’re not always online the same time you are.
I paid by Western Union, but you told me it was refused. Why?
You must give us the exact name of the person who sent the payment, as well as their city and country. You must also give us the 10-digit MTCN number provided by Western Union. If you’re not sure what the MTCN is, ask Western Union for assistance when you make your payment. We highly recommend you verify your payment at the Western Union website before you send us your payment details. If you fail to send us the correct details your order will be delayed.
In some countries it’s possible to make a Western Union payment online with a credit card. Even if your transaction is approved by Western Union, the payment might still be rejected by your credit card company. You will need to call your credit card company (not Western Union) and explicitly approve the transaction. We found that Western Union will not even tell you that you need to do this, but if you need to do this, you must make this additional step immediately after making the payment in order to complete the transaction successfully. You can always verify that your transaction has been completed at the Western Union website.
Approval of payment can sometimes take an hour or two. Please do not send us your Western Union transaction details until after it has been approved.
Can I use the “test question” option with Western Union or MoneyGram?
Sorry, that option is not available in our country, so we can not support it. If you use it, we may not be able to collect payment.
How do I enter your voucher or promo code?
Click on the “CART” button near the top right hand corner of our online shop website. It will link to here. On that page, appx. 2/3 of the way down, you will see an input box marked “Vouchers”. Enter your code in there and press “Add” button. Your order will be discounted if your code is correct. Now proceed to checkout and pay for your order.
I just sent you payment but I changed my mind, can I get a refund?
If we have not already shipped your order, yes. However we may deduct a (up to) 30 Euro fee to cover our costs of receiving and sending the payment back to you. Optionally, we can give you store credit of the full amount which you can use for a later purchase.
I don’t want your product now, can I return it for a refund or credit?
Sorry, all sales are final.
Your prices are all in Euros, can I pay with my country’s currency instead?
There us a currency conversion icon at the top of all our online shop pages. You can select Euros or US Dollars. You can change the shop currency at any time before placing your order.
We do not support any additional currencies at this time.
If paying by Western Union or MoneyGram, they will automatically convert the currency you pay into our local currency.
Customer Data
Help! Your system didn’t send me the confirmation link email, so I can’t login!
That email may take a few minutes to arrive. In the meantime, double check that you entered your email address correctly when you signed up. If so, check that your email service provider, or your email software, didn’t automatically dump our confirmation link email into your “Spam” or “Trash” folder.
What do you do with my personal data?
We only keep the data related to your order. We will never sell it or disclose it to anyone. All backups are encrypted and stored off site.
I can’t log into my account anymore. Help!
Unless you specifically asked us to delete your account details, your account will remain active. We have a “lost password” function – try that first. If that fails, then it’s almost certain you originally used a different email address to log in than the one you are trying now. Think hard, you’ll remember it eventually.
Can you please delete all my information?
Sure, just send us a request and we will immediately delete all information we have about you, including any order details. As a security measure, we will not reply back after we have done so.
Is your website SSL encrypted?
Yes. By default our online shop is encrypted. You can tell by looking at the URL – if you see http:// then your communications are not encrypted. If you see https:// then your communications are encrypted.
Do you have a public PGP key?
Yes, it’s here. Our contact email address is also embedded in the key.
Our Favorite Questions
I’m not sure you guys are legit. Someone told me you guys are a sc@m. Please reassure me you are not going to steal my money.
You’re kidding, right? Do you really think it’s smart to ask a vendor to tell you he is not going to steal your money? (We get this question at least once every couple weeks. Curiously, we often get this question after the customer has already sent payment in.)
How do I register as a customer?
We have made it mandatory for prospective customers to pass a simple IQ test in order to be our customer. The first, and only, question is to figure out how to purchase a product from us. Sorry, we can’t help you — that would be cheating.
In my previous order the product was great, but the same product you sent me this time is rubbish. (followed by lengthy commentary about usage)
It’s impossible for us to respond to such unprofessional and subjective analysis of our products. Please provide your NMR or HPLC of our products and compare them to ours, then we’ll talk.
I forgot my account password. I tried to use the reset function but it never sends me the reset message. Can you help me? My email is: xxxxxxx@hotmial.com (or @yahho.com, or @gmall.com, etc…)
Sigh…
Just our opinion, but if you can’t even remember your own email address, you need to seriously get your act together. Look, if you can correctly guess your email address, you will receive the password reset email from us, 100% guaranteed. It’s shocking how many people ask us this particular question! BTW, please do not ask us to tell you what email address you may have used before, that’s confidential information and we will not give out details like that to anyone.
I SEND YOU PAYMENT FIVE F____G DAYS AGO AND I STILL DON’T HAVE MY ORDER!!! I KNEW YOU GUYS WERE GONNA CHEAT ME, I HATE MYSELF NOW!
We’re not Amazon.com, ok? And did you forget, we ship from Asia, not Seattle or London. We’re probably very far away from you. Be patient, your order will arrive within the time period we specified in the email you received when you placed your order.
…more questions to come
Do you accept Money Orders?
No, we do not.
