Frequently Asked Questions
Order Processing
How long does it take to process my order?
Orders placed before 1PM EST are typically shipped the same day. We ship Monday-Friday (and usually Saturdays). Orders received after 1PM EST will be processed and shipped the next day. During times of high order volume, it may take an additional day to ship.
Can I modify or cancel my order?
If your order has not been shipped yet, you may be in time to modify or cancel your order. Please send us an email as soon as possible to support@helixsequencelabs.com, and include your order number so we can assist you.
My order status is "on hold", what should I do?
This is normal. Once we verify payment has been received, your order status will change to ‘Processing’. Order status change may take some time to reflect on your order after payment.
What is your pricing model like?
We offer some of the most competitive pricing on the market with rates up to 30% lower than the industry average. Our tiered pricing ranges from an additional 5% to 25% off and more for wholesale.
Satisfaction & Refunds
Do you accept returns or exchanges?
Requests for returns and exchanges are accepted within 7 days of receiving the order. We will provide a shipping label free of cost to return/exchange the item. A refund will be issued after we receive and inspect the product, typically within 5-7 business days.
Lab Testing & COAs
How do you ensure the quality and purity of your research peptides?
We maintain the highest standards for quality and purity by manufacturing our research peptides in a GMP facility, ensuring strict adherence to Good Manufacturing Practices (GMP). Each batch undergoes rigorous Quality Control (QC) testing to verify purity, potency, and safety. We partner with trusted analytical testing laboratories to assess:
- Purity levels to confirm high-grade peptide composition
- Net peptide content per vial for accuracy
- Endotoxin (lipopolysaccharide) presence to ensure safety
- Sterility testing for bacterial and yeast contamination
Our commitment to precision and safety guarantees that every peptide meets stringent quality standards, delivering reliable and effective results.
How do you verify your products?
Every peptide batch we receive gets sent to an independent third party testing lab to be analyzed and tested for identity, purity, and concentration. All peptides are labeled with their corresponding batch number to match the lab report. You can review our Certificate Of Analysis on the Lab Reports page.
How can I check lab reports are genuine?
If you’d like to verify the authenticity of the lab report with the lab, you can visit ils-lab.com and enter the matching task number and unique key (all capital letters) found on each lab report.
Shipping
What is your shipping time and options?
Orders placed before 1PM EST are typically shipped the same day; orders placed after 1PM EST ship the next business day. We ship Monday through Friday (and usually Saturdays). FedEx 2-Day is our standard method, with orders over $200 qualifying for free FedEx 2-Day shipping. We also offer an insulated shipping option with styrofoam lining and a large ice pack, and can accommodate other couriers (USPS or UPS) upon request. During periods of high order volume, shipping may take an additional day.
Does shipping time affect research peptide quality?
Our peptides are in lyophilized (freeze-dried) vials. Lyophilization is a process that significantly increases the stability and shelf life of compounds. Short term temperature variations during transit times will not affect the integrity of the peptide and should still keep purity at 99%.
Where is my tracking number?
A tracking email is sent out by the end of the day. You can also check your tracking number for your order on your account profile page.
What countries do you ship to?
We ship globally.
Is overnight shipping available?
Express overnight shipping is available at checkout.
General
How should I store peptides?
Peptides in lyophilized powder form (unreconstituted) should be stored at freezer temperatures of 17°F (-8°C) to -4°F (-20°C) for long term storage of 1-2+ years for minimal degradation. Reconstituted peptides should be refrigerated at 36°-42°F.
How do your peptides support various research applications?
We offer a wide range of oligopeptides and polypeptides suitable for a variety of fields in peptide research. Our quality control and guarantee assures your research materials are consistent and reliable.
I don't know how to use a product, can you help?
Our peptides and products are for scientific research use only. Handling instructions are not included or provided. Any implication of improper use as described in our Terms of Use may result in the restriction of future purchases.
