Frequently Asked Questions
Questions about the catalog, specifications, ordering, and shipping. Select a question to read its answer.
Products and testing
Who tests your material?
Every batch is sent to Freedom Diagnostics for independent analysis, commissioned by Axenta Labs and reported against our own lot number. We publish that report rather than the certificate that arrived with the shipment.
What does the analysis cover?
Purity by HPLC, identity by mass spectrometry, net peptide content (the actual peptide mass, excluding counter-ions and residual water), bacterial endotoxins by LAL, and a fentanyl screen.
Where do I find the report for my lot?
In the COA library. Search by the lot number printed on your vial, or by product.
Do you publish results you don’t like?
Yes. We publish the figure the analysis returns.
What if my own analysis disagrees with your report?
Send us the report and the lot number and we will review it.
Do you have a certificate of analysis for every product?
Every lot we sell is analyzed before it is listed. Reports are tied to lot numbers rather than to products, because a product may have several lots over time. Every current certificate is in the COA library.
Ordering
Can I order by phone or email?
Orders go through the site. Questions about an order, shipment, or certificate of analysis are welcome by email.
What payment methods do you accept?
We accept credit and debit cards (Visa, Mastercard, American Express and Discover), Apple Pay, Google Pay, Klarna and Pay by bank (Link Money). Klarna splits an order of $10 to $10,000 into 4 interest-free payments. Pay by bank takes the payment straight from your US bank account. Apple Pay and Google Pay appear at checkout on devices and browsers that support them. Every payment is taken over an encrypted connection, and we never store full card or bank account numbers.
Can I change or cancel an order?
Contact us immediately. Once an order has been dispatched it cannot be changed.
What does the checkout confirmation checkbox mean?
It confirms you are purchasing these materials for laboratory research use only, that you are qualified to handle them, and that they will not be used for human or veterinary consumption. Orders cannot be placed without it.
Do you offer wholesale or bulk pricing?
Contact us with what you need and we will tell you what is possible.
Do you stock things that aren’t in the catalog?
Sometimes. Ask.
How do I know a product is in stock?
The catalog only lists material we hold. If something is out of stock it will say so on the product page.
Shipping
Where do you ship?
United States only. For anywhere else, contact us before ordering and we will tell you whether it can be arranged.
What does shipping cost?
Shipping is calculated at checkout from live carrier rates based on your address, so you see the real cost before you pay. Standard shipping is included on orders $150+.
Which carrier do you use?
USPS or UPS, selected per shipment by weight and destination. Tracking is issued when the order is dispatched.
When will my order ship?
We hold inventory in our own facility, so orders ship from stock rather than being sourced after the fact.
My tracking hasn’t updated.
Carrier scans can lag by a day or more, particularly over weekends. If there is no movement after three business days, contact us with your order number.
Can I ship to a different address than my billing address?
Yes. Enter it at checkout. Address mismatches occasionally trigger a payment review, which may delay dispatch.
Returns and problems
Can I return an order?
All sales are final. Product concerns are evaluated case by case — see the Shipping and Return Policy.
My shipment arrived damaged.
Contact us within 5 days of delivery with the order number and photographs of the packaging and contents.
I received the wrong item.
Contact us with your order number and the catalog number on the vial you received.
I was charged twice.
Contact us within 15 days and we will resolve it.
What isn’t covered?
Damage or degradation that occurs after delivery.
This site
How do I stop marketing messages?
Unsubscribe from any email, or reply STOP to any SMS. Order and shipping notices continue either way.
How do I contact you?
Chat with us live, call or text (786) 361-5857, or email contact@axentalabs.com. Include your order number, and the catalog and lot numbers where relevant.