Frequently asked questions

Payment instructions for the method you selected (currently Venmo or USDC) are shown on screen when you submit your order, and are also included in your order confirmation email. Once your payment has been made and verified, your order is processed. If your order is shipping, you’ll get a second email confirming shipment, including tracking. For local pickup or other arrangements, the process will vary.

Ideally, right after you submit your order, using the instructions shown on screen. The same instructions are included in your order confirmation email if you need them later.Orders stay on hold until payment is verified. If payment isn’t received within 7 days, the order is automatically canceled and you’ll get an email letting you know.

We currently accept Venmo and USDC on the Base network. Card processors tend to place research-compound suppliers in a high-risk category, which makes traditional payment options harder to set up in our industry. We’re working hard to add more ways to pay, and we’ll share updates as soon as new options are available!

Orders with payment received and verified by 3PM ET are typically processed the same business day. Payments made later, or that take longer to verify, are processed the next business day.

All orders ship via USPS Priority Mail. USPS estimates Priority Mail delivery in 1–3 business days, but delivery dates are not guaranteed. Weather, carrier volume, and routing issues can affect delivery after a package leaves Neo Compounds.

At checkout, your shipping address is validated with USPS. We recommend accepting the suggested address; you can keep the address you entered, but a mismatch may delay routing or delivery.

Contact USPS first using the tracking number in your shipment email. If the issue isn’t resolved with USPS, contact Neo Compounds with your order number and tracking number.

Use the Lab Tests page to look up recently published reports by lot number or compound. Reports are added as third-party lab reports are received and matched to their lot numbers, and each result links to the lab-hosted PDF. If a batch is not found, confirm the lot number from the vial label or contact support for documentation assistance. Some batch documentation may be pending publication or scheduled for a future update.

Your lot number is printed vertically along the left edge of the vial label (e.g. NC1010). Find it on the Lab Tests page and click Open report.

Include the product name, order number if available, and the batch ID printed on the vial label so support can review the correct documentation.

Use the email address associated with your account on the My AccountNeo%20Compounds%20My%20Account.dc.html page. Account access and password resets are email-based.

Use the password reset link on the My Account page and check the inbox for the account email address.

An account is required to place an order. It keeps your orders and shipping addresses in one place, so each order can be reviewed and followed up by email.

Unopened products may be eligible for return within 30 days when they are in original condition and prior approval has been received.

Use the Contact Support#contact form below and choose Return request as the topic, with your order number, before sending anything back. Neo Compounds will review the request and provide next steps when the return is approved.