How can we help?

Before you write to us

Getting the fastest response

The team that responds to support@px-labs.org is the same team that handles fulfillment. Most messages are answered within one business day, with order-related issues prioritized. A short, specific message that names the product, order, or topic up front lets us resolve things in a single reply rather than a back-and-forth.

What to include in your message

• A clear subject line. Something like “Order #1234 — tracking question” or “BPC-157 — purity / COA request” gets routed faster than a generic “Question.”
• Your order number, if relevant. The confirmation email contains it; including it skips a lookup step and is the single biggest factor in turnaround time on order issues.
• For product questions, the product name and size. “Retatrutide 5mg” lets us pull the right COA or specification on the first pass.
• Photos for damaged or incorrect shipments. Even a phone photo of the exterior packaging and any affected vial helps us resolve a claim faster.

Order & shipping inquiries

If you have an account, the order history page shows real-time tracking and previous order details. If you ordered as a guest, the confirmation email contains the order number and the tracking link as soon as the carrier scans the package. For changes, cancellations, or delivery issues, email us with the order number; we can usually intercept an order before fulfillment if you reach us in time, and we work case-by-case on damaged, lost, or incorrectly delivered packages.

Product specifications & Certificates of Analysis

We can answer questions about compound identity, purity, batch testing, available sizes, and stock availability. Every batch is tested to ≥98% purity by HPLC through an independent third-party laboratory, and the corresponding COA is available on request — email us with the product name (and batch or order number, if you have it) and we’ll send the report.

Wholesale & B2B inquiries

For volume pricing, multi-product orders, or recurring research procurement, the wholesale page has the relevant context, and you can email us directly with your typical order volume, product mix, and shipping location. We’ll reply with a pricing structure and turnaround expectations rather than a single quote, since most research buyers care more about consistency than spot price.

What we can’t help with

All PX-Labs products are sold strictly for laboratory and scientific research. We’re glad to discuss product specifications, purity standards, COAs, storage, and orders — but we cannot and do not provide usage, dosing, reconstitution math, or application guidance for any compound. Questions in that direction will be answered with a polite redirect to the research-use-only scope; please don’t take it personally.

Response time: typically within 24 hours on business days. Urgent shipping or fulfillment issues are usually resolved the same day. We’re based in Tampa, Florida (Eastern Time).