Contact Us

What to reach out about

• Product questions: ingredients, usage, compatibility, concentrations, and batch information.

• Order support: order status, shipping updates, tracking, changes, cancellations, and returns.

• Billing and account issues: payment problems, refunds, invoicing, and account updates.

• Technical support: website issues, account login, and order submission problems.

• Bulk & wholesale inquiries: pricing, lead times, and custom ordering.

• Safety & compliance: certificates of analysis, SDS requests, and regulatory questions.

• Feedback & concerns: product performance, customer experience, or suggestions.

What to include when you contact us

• Full name and preferred contact method (email or phone).

• Order number (if applicable).

• Product name and lot number (if applicable).

• Clear description of the issue or question and any relevant photos or screenshots.

• Preferred resolution (exchange, refund, replacement, information, etc.).

What to expect after contacting us

• Acknowledgement: You’ll receive a confirmation email within one business day.

• Response time: Most inquiries are resolved within 1–3 business days. Complex issues may take up to 5–7 business days.

• Communication: We’ll follow up by email (or phone if requested) with next steps or requests for additional information.

• Resolution: If a return, replacement, or refund is needed, we’ll provide instructions and timelines for completion.

• Follow-up: After resolution, we may reach out to confirm everything is satisfactory and to collect optional feedback.

Storage option for submissions

• Choose how you’d like us to store your submission details:

  • Temporary (30 days): We keep your submission and related attachments for 30 days to resolve the issue, then securely delete them.

  • Short-term (1 year): We retain submission details for one year for warranty, repeat support, and service improvement.

  • Long-term (indefinite): We retain submission and order history indefinitely to support long-term accounts, recurring orders, and compliance requests.

Please specify your preferred storage option when you contact us. If no preference is given, we will default to Short-term (1 year).