Email is the fastest way to reach us, and it goes to a person rather than a queue. We reply within one business day, usually sooner.
What to include
A little context gets you a useful answer on the first reply rather than the third:
Order questions
Include your order number. We can see status, tracking, and payment against it immediately.
Certificate or batch questions
Include the batch number from your vial label — it looks like VPL-26-101. Most certificates are already published on our COA lookup page, so it is worth checking there first.
Damaged or missing shipments
Order number plus photographs of the item and the outer packaging. See our returns and refunds page for what is covered.
Bulk, institutional, and purchase orders
Tell us the compounds, quantities, and whether you need documentation packs or net terms. We handle these directly rather than through the checkout.
Payment
We accept Interac e-Transfer to canpep32@gmail.com. Put your order number in the message field so we can match the payment to your order — that is the whole reconciliation process, and it is why orders without it take longer to ship.
Response times
Monday to Friday, one business day or less. Weekend messages are answered Monday morning. Orders placed over a weekend ship the next business day.
Before you write
Our FAQ covers shipping costs and timing, storage windows, reconstitution, testing methodology, and eligibility. If your question is there, you will get the answer faster by reading it than by waiting on us.
One thing we cannot help with: dosing, protocols, or any question about use in humans or animals. Everything we sell is supplied for in-vitro laboratory research only, and we will not advise beyond that.