Partner support

Quick answers about orders

• Need to change or cancel? Message us right away. We can usually change an order before it's packed, but not once the carrier has it.
• No confirmation email? Check spam and promotions first. Your orders are always listed in your account. View my orders →

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Wrong or damaged item

• Add a photo of the vial label with the lot code showing, plus the box if it arrived damaged, and your order number. We check it within one business day. If we shipped the wrong item, the right one goes out at our cost.
• Damaged in transit and you added Shipping Protection? Route handles those claims directly. File a claim with Route →

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Shipping and tracking

• Trying to track your package? Track it here →
• Lost, stolen or damaged, and you added Shipping Protection? Claims go straight to Route and are reviewed in 1 to 2 business days. File a claim with Route →
• Missing package without Shipping Protection? Contact the carrier with your tracking number first, since most turn up that way. Still missing? Send us the details below.

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Products and test results

• Every lot's lab report is public. Enter the lot code from your vial to open it. Look up a lot →
• We supply research materials only and can't provide preparation, dosing or usage guidance of any kind.

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Account and discounts

• Locked out? Reset your password and we'll email you a link. Reset my password →
• Code not applying? Codes are case-sensitive, and some are first-order only or need a minimum. Codes stack with bulk pricing.

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Partner program

• Your link, earnings and payouts are in the partner portal. Open the partner portal →
• Program rules, commissions and payout timing. Read the partner terms →

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