Help, written by the people who pack the boxes.
Ordering, lot records, shipping, returns and accounts for the 74 items on our four shelves — and a direct route to a person.
Where to go
Eight surfaces, each of which does something. Pick the one that matches the question in front of you.
Frequently asked questions
Ordering, quality and lab methods, lot verification, shipping, returns, accounts and payment — answered in full, grouped by topic.
OpenShipping
Processing time, the flat rate, tracking, plain outer packaging, and lost or damaged parcels. US addresses only.
OpenRefund & Returns
The return window, the lot-integrity rule, what can never come back, how a refund is issued and who pays return postage.
OpenTrack an order
Look up any order with the order number and the email address it was placed with. Works for guest orders — no account needed.
OpenLot lookup
Type the lot code printed on your label to open that lot's record. No login, no app, and the link is permanent.
OpenContact us
Pick the topic that matches your question. Write or call. A person on our team reads every message and replies, usually within one business day.
OpenBulk orders
10+, 50+ and 100+ pricing on every size, added straight to your cart. No quote needed.
OpenYour account
Optional, and never required to buy. Order history, saved addresses, subscriptions you can genuinely pause, and real deletion.
OpenAccount shortcuts
Accounts are optional. Nothing here is a wall in front of checkout.
The six questions we actually get
Answered here rather than linked away. The longer list lives in the full FAQ.
Are your products for human use?
No. Everything Seratide sells is for laboratory research use only. It is not for human or veterinary use, and not for use in food, drugs, cosmetics or medical devices. Seratide is not a pharmacy. We give no medical advice and no guidance on amounts, methods or any use outside the lab. The full terms are on our Research Use Only page.
Why does a product say “Report pending”?
Because no lab report for that lot is posted yet. Every lot gets its own report, posted before that lot ships. Until then, the lot page shows the report layout, marked as a sample, with the purity specification (at least 99% by HPLC) in place of a measured value. It is not a certificate of analysis.
How do I check the lot I actually received?
Every vial carries a lot number. Type it from the label straight into the Lot lookup page; codes take the shape of SRT-4256-SEM. If a code on a label does not resolve, stop and email us a photo of the label before the material is used for anything.
When does my order ship?
We ship to US addresses only, and email you tracking as soon as your order ships. The full detail is in the Shipping Policy. You can also look the order up yourself at order tracking using the order number and the email address on the order.
Do I need an account to order?
No. Guest checkout runs end to end and an account is never required to buy anything. An account is worth having if you want order history, saved shipping addresses, or a subscription you can pause and cancel yourself — you can create one at any point. Guest orders stay trackable without one at /help/track.
Can I pay yet?
Not yet. Card payments open soon. Until then you can build a cart and look over shipping at checkout, but no order can be placed and no card is charged. When payments open, we plan to accept major credit and debit cards.
Still stuck? Talk to a person.
Email info@seratide.com or use the contact form and pick a topic — it routes the message to whoever can answer it. Include your order number or the lot code from the label and we can pull the exact record on the first reply.
For Research Use Only. Not for human or veterinary use. Not sold as a drug, food or cosmetic. Our team does not advise on any use outside the laboratory. Questions about orders, lot records, storage and shipping are exactly what we are here for.