How to reach support and what to have ready

The contact page has a form that goes straight to support, and the email address is on the same page. Order tracking has its own track page, which answers "where is my parcel" without a message at all. Affiliates have their own portal for codes, orders and payouts. Every channel reaches the same team, and every message gets a reply within one business day.

The legal entity behind the brand is LUX Peptides LLC, PO Box 172205, Tampa, FL 33672, telephone (813) 461-1130, email support@luxresearchsupply.com — as printed on the research use only page.

Almost every question can be answered from one of three identifiers. Put the relevant one in the first line:

• Order number — in the confirmation email. Needed for anything about an order: status, a return, a refund, a replacement.
• Lot number — printed on the vial. Needed for anything about a certificate or the material itself.
• Tracking number — in the dispatch email. Needed for anything about a parcel in transit.

An order number lets us find the lot numbers and tracking number ourselves, so if you only have one, that is the one to send.

• A certificate for a lot you hold: the lot number. It is sent the same business day — see lot numbers and lot discipline.
• A damaged, lost or incorrect shipment: order number, tracking number, lot numbers of affected vials, photographs of the packaging and vials, and whether you prefer replacement or refund. Within 30 days of the ship date — see damaged, lost or incorrect shipments.
• A return of unopened material: order number, within 30 days of delivery, before sending anything. See the returns policy.
• A purity guarantee claim: order number, lot number and the independent laboratory's report.
• A wholesale account: your institution, the compounds you order most and expected monthly volume. See the wholesale page.
• An account problem: the email address the account was registered with.

Support can tell you what is on a certificate, where a parcel is, and what the policies say. It cannot tell you how to prepare, dilute or use any material, because we do not publish preparation, dilution or usage instructions of any kind and cannot advise on them. It cannot tell you whether a material is lawful where you are, because that varies by jurisdiction and only your regulator can say. And it cannot describe a use or an outcome for any material, because every material is supplied for in-vitro laboratory research only.

Within one business day. Messages sent on a weekend or a holiday are answered on the next business day. If you have not heard back after one business day, check the spam folder for a reply from the support address, then write again quoting the original message.

Two groups have their own front door. Affiliates use the portal for everything routine — their code, credited orders, running commission and payout requests — and write to support only for something the portal does not show, quoting the affiliate code. The program is described in the affiliate program: how it works. Wholesale accounts are invoiced per shipment with certificates attached, so most paperwork questions are answered by the invoice itself; anything else goes to support quoting the account's institution and the invoice number. Opening an account starts on the wholesale page. Everything else — a certificate, a parcel, a return, a sign-in — comes through the contact form, and the three numbers above are what to lead with.

Have the order number to hand. It makes tracking, certificates and replacements much faster, and it is the one identifier from which every other detail of an order can be found. For the receiving routine that makes most support questions unnecessary, see inspecting a vial on arrival.