What happens after I submit an order?
Orders are reviewed manually before payment instructions are sent. No payment is collected when the order request is submitted.
Support center
Frequently asked questions
Clear answers for Research Use Only ordering, documentation, shipping, account access, and returns.
Ordering
Order review and payment instructions
When should I send payment?
Please wait for emailed payment instructions before sending payment. This helps confirm order details, availability, and the correct next steps before fulfillment begins.
Are Neo Compounds products for laboratory research use only?
Yes. Products and supporting documentation are provided for laboratory research use only. They are not for human or veterinary consumption.
Shipping
Processing, carrier timelines, and delivery support
How quickly are orders processed?
Orders submitted before 3PM ET are typically processed the same business day after manual review and payment coordination are complete.
Are shipping timelines guaranteed?
Carrier timelines are estimates. Weather, carrier volume, routing issues, and other delays can affect delivery after a package leaves Neo Compounds.
How can I prevent address issues?
Please review the shipping address carefully before submitting an order. Address accuracy is important for carrier routing, delivery confirmation, and support if a package needs follow-up.
What should I do if tracking shows a delivery problem?
Use the tracking information first for carrier status. If the issue needs support, contact Neo Compounds with your order number and the tracking details so the delivery can be reviewed.
Documentation
Certificates of Analysis
Where can I find COAs?
Use the Certificates of Analysis page to look up available documentation. If a certificate is not posted, contact support for documentation assistance.
What information helps with a COA request?
Include the product name, order number if available, and the batch ID printed on the vial label so support can review the correct documentation.
Account
Email-only account access
How do I sign in?
Use the email address associated with your account on the My Account page. Account access and password resets are email-based.
What if I need to reset my password?
Use the password reset link on the My Account page and check the inbox for the account email address.
Returns
Return review process
Are returns available?
Unopened products may be eligible for return within 30 days when they are in original condition and prior approval has been received.
How do I request return review?
Contact support with your order number before sending anything back. Neo Compounds will review the request and provide next steps when the return is approved.
Questions about your order? Email support@neocompounds.com.
Include your order number.