Contact
One inbox handles everything: order queries, lab reports, volume quotes and technical questions about handling the material. There is no ticket queue to navigate and no phone tree.
Put the subject in the subject line. “Order 24188 — tracking stopped” gets answered faster than “question”, because it can be routed without being opened twice.
What to include for an order query
Nearly every slow reply is slow because something below was missing and had to be asked for. Send it up front:
- Order number, from your confirmation email.
- The email address used on the order, if you are writing from a different one.
- Tracking number, for anything about a delivery.
- The lot code from the vial, for anything about a specific vial or its certificate of analysis. It is printed on the label and looks like
PL-2602-BPC10. - Photographs of the product, its packaging and the shipping box, for a damage or defect claim. A claim without them may be declined.
- What you expected and what happened instead, in a sentence.
One deadline is fixed rather than a matter of judgement: damage and defect claims must be reported within 72 hours of delivery. If a parcel or a vial arrives wrong, photograph it and send the email the same day — details on Track an Order.
When we are working
Orders are processed and dispatched Monday to Friday, excluding holidays. The 2PM ET dispatch cut-off applies on those days; anything ordered outside them goes out on the next business day. Email sent over a weekend or a holiday is picked up on the next business day.
We do not publish a guaranteed response window, so if something is genuinely time-critical say so in the subject line and include the order number, and it can be triaged without a reply first.
Try these first
Several of the most common questions already have a page, and it will be faster than waiting for a reply:
- Track an Order — look up tracking, or start a delayed, lost or damaged parcel claim.
- Request a Quote — volume and clinic pricing, with a product search built in. Background on what to send is on Bulk & Clinic.
- Storage & Handling — storage temperature, reconstitution and sterile technique, and what a compromised vial looks like.
- Beginner Guide — how to read a certificate of analysis, what purity means, and the abbreviations used across the store.
- Your account orders — if you ordered while logged in, order history and tracking are already there.
What we cannot answer
We cannot advise on dosing, schedules, routes of administration, or any human or veterinary use. Every product here is supplied for laboratory research use only, and questions of that kind are declined rather than answered informally — see the Research Use Policy.
Questions about the material as a laboratory reagent are answered: which lot a vial came from, what its report says, how to store it, how to reconstitute it, what is in stock and when the next lot is expected.
Where we are
Precision Labs Research is based in Ontario, Canada, and orders are dispatched from Ontario.