• Frequently Asked Questions

    New Customers

    How do I register as a customer?

    You can’t. We no longer accept new customers except by invitation only. We know how frustrating this is for you, and we wish we could take on new customers 24/7, however we can not maintain our high standards of service if we do so, so we have to strictly limit our customer base.

    At this time, the only way to get an invite is directly from us, not from other customers. We will not tell you how to get an invite, or even if we are actually issuing any invites at all at the moment — we may not be. Such information is proprietary and will not be disclosed.

    Don’t bother contacting us about becoming a new customer, not only will we ignore you, but we’ll also seriously question your intelligence for ignoring at least half a dozen strongly worded warnings on our site telling you not to do so. Repeated queries on this matter will definitely get your name and address blacklisted and you’ll never have a chance.

    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 metallic bag. They are then shipped in a standard envelope. The outside of the shipping envelope contains no reference to the items it contains, nor the sender’s name.

    Can you split my order into smaller quantity bags?

    No. If you order 1 x 500mg, you will get 1 x 500mg bag. If you order 1 x 10gm, you will get 1 x 10gm, etc. If you require several smaller quantities, then either order a smaller quantity, or split it up yourself after you receive it.

    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 40 Euros (or equivalent in your currency). Delivery generally takes 2 to 4 weeks (Russian customers — 5 to 6 weeks).

    Registered Air Mail – For a small fee we can register your parcel. All orders 40 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 (Russian customers — 5 to 6 weeks).

    What about EMS or TNT?

    TNT or EMS shipping options have been discontinued indefinitely.

    But I want express delivery, I’ll even pay extra.

    No can do.

    What are your shipping charges?

    Air mail is free for all orders under 40 Euros, and 10 Euros for shipments 40 Euros and greater.

    Registered air mail is 8 Euros on all orders under 40 Euros, and 9 Euros for shipments 40 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 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.

    I ordered last week, where is my shipment?

    Please wait at least 3 weeks before contacting us if your shipment has not arrived. If you are in Russia, please wait 6 weeks!

    Please note that we can no longer respond to any enquiries about  the whereabouts your shipment within the first 3 weeks (6 weeks for Russia). 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, so a lot of time is wasted. 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.

    Why does it take so long to ship to Russia?

    No idea. We ship to Russia the same as all other orders, however Russian Post apparently is terribly slow. Ask them about the delay, not us.

    Last time my order came in 10 days, this time it took 3 weeks. Why are you guys so slow?

    No, we’re not getting slow. First of all, pay attention to the email status messages you receive as we process your order. The last message you will get from us is “Shipped”. That’s the day that we took your letter to the post office and sent it on it’s way. With very rare exceptions, we are always able to get your letter to the post office within 2 working days after you confirm your order. From our own statistics, we are able to see that our letters will end up on a commercial flight to the destination country usually the next day.  So if your letter took 3 weeks to get to you, it’s really not our fault — your local postal service is to blame, who took 2 weeks and 5 days to deliver to you (assuming it took us one day to ship and one more day for your letter to fly to your country). In fact, delivery time is quite random in our experience. We can’t tell you exactly how long it will take because local postal services are so unpredictable.You can always confirm our shipping date by looking at the post office mark on the stamp once you receive it and see if it doesn’t correspond with the date we sent you the “Shipped” email.

    We take exception to people who accuse us of taking a long time to ship — instead we urge you to consider that it’s probably your country’s postal service which could very well be to blame.

    Please be sure check out our Twitter feed and our home page for any urgent updates regarding shipping delays.

    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. Russian customers, please wait at least 6 weeks!

    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.

    My order never arrived, will you re-ship?

    Sorry, as it’s our policy, we will not reship lost orders. Take some advice, select the Registered Air Mail shipping option when you order, your order is very unlikely to disappear when you use this option.

    Do you ship this product to my country?

    We do not ship anything to China (including Taiwan, Hong Kong and Macau), Israel, Thailand, Nigeria and UAE.

    Otherwise, unless noted on the product page, we will ship all our products anywhere else. You do not need to ask us first. Let’s put it this way — if you are able to successfully complete your order, we will ship it to you. Simple as that.

    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 almost always 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 arrive, you got very 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 from the dropdown list, 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 just 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, in a different time zone, so there is definitely a good chance we will not be able to change your address before your order ships, but we will try our best to help if we can. Lastly, if we have already shipped your order, it’s too late to change your address. So, use common sense and make sure your delivery details are correct when you place your order.

    I want to change from standard shipping to registered shipping, but I already paid for the order — can I?

    Sorry, it’s impossible for us to make this amendment to your order after we have received your payment. It’s actually a software issue, it just doesn’t offer such functionality. So, at this point, your order is effectively “locked” and will be processed for delivery as is.

    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 this 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.

    Can I get a discount?

    No, we do not offer discounts. The price you see in our shop is the price you will pay. Any emails asking for a discount will be ignored.

    Stay tuned to our RSS feed and Twitter feed for notification of our promotions and specials. We may 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!

    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.

    I just weighed the product you sent me on the new scale I bought off ebay for $39.99. I ordered 500mg, but my scale says you sent me only 388mg! Why did you try to cheat me?

    The main scale we use to weigh our product is calibrated daily, has single microgram accuracy, and costs over US$1000. All our packs are carefully weighed at least twice during the packing process. We’re sorry, but we can’t take your complaint seriously if you use one of these cheap amazon.com / ebay scales. They are notoriously unreliable. Go buy a better scale.

    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. For your own safety, we will immediately ban you from our shop if you ask us such a question.

    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, and we can not respond. 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, however some of our payment methods may be paid via credit card. Please see this page for more details.

    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 you 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.

    Alertpay is reporting some problem with my account and now I can’t pay you. Please help me!

    We can not assist with issues related to our payment providers. You will need to contact them directly and sort it out.

    You refused my credit card payment. Help me!!

    Actually, we did not refuse your credit card payment, you were probably using AlertPay to send the payment to us, and they refused your card. To repeat ourselves, 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.

    AlertPay is not available now. Why?

    AlertPay has recently imposed rigid terms with which we must comply in order to maintain our merchant status with them. You may still be able to pay by AlertPay if you modify your order. Please go to this page for detailed information. We are not able to make exceptions for your order, both parties must comply with Alertpay’s terms.

    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.

    To make my payment via Western Union, I need additional information that is required for the WU transaction. I need your full address, eg. your Street, House Number and ZIP code.

    No you don’t. The person you are dealing with at Western Union is either an idiot or new to the job and doesn’t know how it works. But the solution us very easy — go back to the WU office and talk to a different agent. If there is only one agent then you may provide them with the following info: Address = “1234 Main Street”; Zipcode = “12345″. Trust us, they DO NOT use nor require such information and your payment will pass just fine.

    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.

    According to our statistics, 35% 42% of our first time customers send us incorrect payment details. If you are a first time customer, please do us a favor and triple check everything first, and then closely follow our instructions.

    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. If that happens 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 a a few hours. Please do not send us your Western Union or MoneyGram 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 will 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. Do not cancel your order ofter you have entered the voucher code — your voucher will be canceled too!

    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, due to the nature of our products, we can not accept returns. 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 or British Pounds. 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. Worst case, try a different email address.

    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 for one year after your last login. 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.

    Contacting us

    Why is it so hard to find the link to your contact form now?

    Because 99% of customer enquires are already answered in our FAQ, so we’ve chosen to bury the contact link near the end of our FAQ in hopes that you will actually read the entire FAQ before contacting us.

    So how do I actually contact you?

    You can contact us here.

    Our Favorite Questions

    Ask a stupid question and you might find it posted here. If your question is incredibly stupid, you’ll get your account banned….

    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.)

    Blah blah blah fu*king blah blah bullsh*t blah blah blah etc…

    Use of foul language and general rudeness is not welcome here. Don’t expect a response, but expect to be banned indefinitely.

    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 or MS of our product 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**K**G DAYS AGO AND I STILL DON’T HAVE MY ORDER!!! I KNEW YOU GUYS WERE GONNA CHEAT ME, I HATE MYSELF NOW!

    Hey, 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. Besides, why didn’t you read the FAQ like we asked you to? BTW, what’s with the all caps?

    The Customer from AOL

    Here’s a customer from AOL who gets a whole page all for himself!

    …more questions to come

    Do you accept Money Orders?

    No, we do not.