Frequently Asked Questions

Need help or have a quick question?

Please review our frequently asked questions. This is the fastest way to solve most problems, however if you have any other concerns please email us at support@venogen.com.

Common

How does Venogen.com offer competitive pricing?

Our primary leverage is volume. We sell to other businesses so we benefit from economies of scale.

Another consideration is the pricing strategy. Our prices are derived from operational costs. Unethical competitors may price much higher because they focus on marketing or stoke brand loyalty by smearing the competition.

In our opinion, this is not a sustainable way to do business. The focus should always be on the customer and product. We do our best to keep prices low without sacrificing quality control.

Do you have third-party lab reports for all products?

Yes, we verify every batch of every product. Independent third-party lab reports are available on product listings under the specification on the row titled Reports:

 

Regardless of what vendor you use, you should always request evidence of independent testing. Anything coming from a manufacturer or Chinese trading company is a no-go, as they will not re-test the products to confirm their purity or chemical identification. Venogen uses both NMR and HPLC testing for every batch to confirm the purity and chemical identity.

 

Do you ship to my country?

Yes, we ship worldwide. We do not typically have issues with customs but if it happens we will reship for free.  If we fail to deliver the second time we can issue a full refund. Orders over $250 are insured so there is no risk of damage.

Please review our shipping policies for more information about international restrictions, customs fees and duties and customs delays:
International Shipping Policy

How can I track my order?

You should start receiving tracking updates via email within 1-3 business days of your order being paid.

To look up your order tracking, please visit the following page:
Track My Order

Alternatively, registered users can find their tracking on their order history:

  1. Log into your account
  2. Go to the Order History tab
  3. View your most recent order
  4. Your tracking number will be in the order details

My tracking says delivered but I did not receive the package!

If the tracking says Delivered but you have not received the package there are a few possibilities.

It’s possible the package was received by someone else. Couriers sometimes drop off packages at the wrong address, street or mailbox. It possible your neighbor, a front desk, receptionist, mailroom, doorman, HOA or colleague received the package.

If you still can’t find it contact the courier, our tracking emails will provide contact information. Couriers will have GPS coordinates for every tracking scan and can tell you where the package was scanned when the status was changed to Delivered. Be sure to have your tracking number on hand.

Tip: If Postal Mail delivered your package it will be easier to call or visit your local post office and ask to speak with the Postmaster about your missing delivery.

If you suspect the package was lost or stolen please file a claim with the courier and/or a police report. We typically recommend waiting 1-2 weeks for the package to turn up, usually, a neighbor or colleague has it. If it never turns up please get in touch with us and provide proof you filed a claim or police report. We will handle this on a case by case basis and may require you to sign a legal affidavit to submit to our insurance company so we can issue a free reship.

I did not receive an order confirmation email?

Check your spam/junk folder, it might be there.

If not, this is an issue with the email address on your order and/or account being incorrect. If you checked out as a guest, it is very likely there was a typo in your email address. Choose one of the following and proceed:

If you cannot log in and/or checked out as a guest:

  1. Please contact us and mention you have not received an order confirmation email and suspect you entered your email incorrectly. Please also provide identifying information to look up the order, like your name or address.

If you are able to login:

  1. Login
  2. Go to Account Details
  3. Update your email address
  4. Click Save
  5. Go to Addresses
  6. Click Edit next to Billing Address
  7. Update your email address
  8. Click Save

venogen.com

How can I modify or cancel my order?

All orders are held for 1 hour to allow for modification or cancellation. After this time we cannot guarantee we can intercept an order.

We can make the following modifications to your order:

  • Shipping address change
  • Shipping service change
  • Substitute a product
  • Remove a product
  • Add a product
  • Cancel order

To modify an order please submit the following form:
Modify My Order

COA Questions

How do I understand Heavy Metals?

Our heavy metal analyses are conducted using ICP-MS, which gives us a measure of parts per million (ppm) of heavy metal atoms like Mercury, Arsenic, Lead, Cadmium in a powder sample.

But how do we interpret these results, what does it matter if a powder has <1ppm Mercury? Doesn’t it still have toxic Mercury?

Well, yes it does. But so does the ocean and your Tuna fish and even tap drinking water. So how do we make sense of this?

Well, let’s compare to the standards for tap drinking water:
https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3482709/

https://imgur.com/a/HPpboZw

The chart above is the USA EPA’s heavy metal limits for tap water in mg/L. That’s not ppm, which is what we want to compare to our lab reports but according to the EPA mg/L can be treated as a rough proxy for ppm in water.

Source:
https://cfpub.epa.gov/ncer_abstracts/index.cfm/fuseaction/display.files/fileID/14285

We can do arithmetic and convert it if necessary but based on that approximation you can see metals are ubiquitous and the levels in our products are less than what’s found in a glass of water. In addition to that our products are used in much smaller quantities than tap water.

Generally, for materials that are used less frequently, like Calcium Carbonate, a common food additive, the standards are higher, e.g. 60x higher than drinking water:

https://www.spectrumchemical.com/OA_HTML/chemical-products_Calcium-Carbonate-Light-Powder-USP_CA130.jsp

To conclude, we can say if our products have ≤ 5 ppm of a heavy metal and the product is used in the milligram range, it is safe. You would absorb more heavy metals when you take a shower.

Product

How does Venogen.com offer competitive pricing?

Our primary leverage is volume. We sell to other businesses so we benefit from economies of scale.

Another consideration is the pricing strategy. Our prices are derived from operational costs. Unethical competitors may price much higher because they focus on marketing or stoke brand loyalty by smearing the competition.

In our opinion, this is not a sustainable way to do business. The focus should always be on the customer and product. We do our best to keep prices low without sacrificing quality control.

How do you verify products?

We verify every batch of every product with the help of accredited independent third party laboratories. The equipment and methods required for each product vary widely. For this reason, we work with several specialty labs and PhDs in analytical and organic chemistry to design our analytical methods.

Analytical techniques we use include NMR, FTIR, HPLC, LC-MS, GC-MS, TLC, ICP-MS, Gravimetry, UV-Vis, Titration, Melting Point, organoleptic.

Do you have third party lab reports for all products?

Yes, we verify every batch of every product. Independent third-party lab reports are available on product listings under the specification on the row titled Reports:

Regardless of what vendor you use, you should always request evidence of independent testing. Anything coming from a manufacturer or Chinese trading company is a no-go, as they will not re-test the products to confirm their purity or chemical identification. Venogen uses both NMR and HPLC testing for every batch to confirm the purity and chemical identity.

Why is independent third party testing important?

Third party testing helps assure you are getting exactly what you paid for. A vendor can tell you whatever they want but if an independent third party registered lab is certifying it, what they say will carry more weight.

Let’s go into detail about what that means. A third party lab is a lab that is not run by the vendor or the manufacturer (first and second parties). The third party lab should also be independent, meaning they are not controlled by the other parties and have no conflict of interest in the results of the analysis.

It’s important the lab is reputable. If the lab doesn’t know what they’re doing or cuts corners it means their analysis might not be valid. There is a lot of fraud in the analytical chemistry industry, and it’s important to work with companies that value integrity and ethics. We’ve seen unethical labs ask their clients what they want the results to say before they even get a sample in.

We work hard to assure our contract labs are both ethical and use well-validated analytical methods.

What are impurities and what difference does ≥99%, ≥98% or ≥95% purity make?

There may not be a noticeable difference between ≥99% and ≥95% pure products. However, the problem is that you don’t know what’s in the impurity. It is usually residual reagents, byproducts or side products. In some cases, these impurities can be toxic. And to a degree, impurities cannot be fully eliminated. It is difficult to characterize every byproduct and side product of synthesis and some impurities are just too small to measure. But impurities can be minimized. For that reason, the standard chromatographic purity in the pharmaceutical and nutraceutical industries is ≥99%. Whenever possible we carry ≥99% products. If this is not possible at production scale we carry the next best option (e.g. ≥98%, ≥95%) and make this publicly known on our COAs. Where appropriate we test for specific toxic residuals, byproducts, and heavy metals.

Peptide products are an exception as the primary residual of peptide synthesis will be amino acids, peptide fragments and salt counterions with little to no toxicity.

How is it possible for a quantitative (purity) report to be over 100%?

Quantitative (purity) data is usually a proxy for mass purity – which is difficult to measure. If you run into a purity report on our product listings it is most likely an HPLC (High-Performance Liquid Chromatography) report. HPLC measures chromatographic purity which is closely related to mass purity. It is the most popular quantitative technique and an industry standard.

HPLC purity reports are not a direct measure of chromatographic purity which will vary between injection runs. Instead, they are the mean of several (≥5) injection runs with an acceptable measurement error and variance. Our labs use ensure measurement error is less than ±2% and confidence is greater than ≥99.8%.

Chromatographic purity itself is quite nuanced and depends on the extinction coefficients of analytes, impurities, and wavelength of light used. It is not equivalent to mass purity. However, with a good reference standard, good methods and a relatively pure sample chromatography is a reliable approximation for mass purity and hence is used in lieu of mass purity in most cases.

For a more thorough explanation of potential sources of error please see the following StackExchange thread: https://chemistry.stackexchange.com/questions/68041/hplc-lab-report-why-is-weight-purity-sometimes-over-100

What is your sourcing process?

When we decide to carry a product we use our contacts and industry resources to search for suppliers. Once we compile a list we begin the vetting process. From the most reputable we request samples. If the samples pass verification we request additional samples. If the samples are consistent we make a larger order.

Once we receive a raw material we put it in our QC room and evaluate it organoleptically. If it appears free of adulteration or contamination we send a sample to an accredited independent third-party lab for analysis. Our analytical methods are derived from the scientific literature where possible or else developed by PhDs in analytical and organic chemistry. If the lab reports match our specifications we OK the product for distribution.

If any of that process fails we start all over.

Where do you source raw materials?

Our raw materials are synthesized by large scale manufacturers and contract research organizations (CROs). Our manufacturers are primarily based in China. In fact, most chemical producers are located in China nad you should be very hesitant about any claims stating their products are “made in the U.S.A.”. This is for economic reasons, it is simply less expensive.

The modern chemical manufacturing industry is dominated by China. It is highly likely any industrial, nutraceutical or pharmaceutical product you are working with was processed in China.

This is not a concern however as long as your vendor is conducting a third-party analysis. You should always demand evidence of third-party analysis for your research supplies.

Do you offer custom synthesis or wholesale?

Yes we do. All product listing include a bulk pricing table. If you need additional price breaks or unlisted products please contact us and we’ll see what we can do for you.

Why does my product say it is not for human consumption?

Our products are not approved for medical use or for the treatment, prevention, diagnosis, or cure of any disease or illness.  In addition to being unsuited and unsafe for human consumption, they are not approved for sale to, or possession by, anyone other than someone qualified to handle them in a laboratory setting. We encourage our clients to seek qualified legal counsel in reviewing their potential use of our products, but we cannot provide such counsel ourselves.

Is this product restricted in my jurisdiction?

We try to keep up with local, national and global restrictions but we are not a source for legal information. This is your responsibility and we recommend you seek qualified legal counsel. However for regulatory compliance reasons we do keep track of US State restrictions and we will not allow certain products to be shipped to certain states. In that case, if your product is restricted, you will receive an error dialogue on the checkout page after you have entered your address details. This is the fastest way to find out if a product is restricted in your jurisdiction.

How do you measure a product?

Proper measurement is important. Some of our products can be dangerous or toxic when mishandled. We also recommend you measure your product on receipt to confirm total weight or volume.

Powders:
A scoop will measure volume and a scale will measure mass. We strongly recommend you do not use a “micro-scoop” as the density of powder can vary.

We recommend using a precise milligram scale. Milligram scales with a precision of ±3mg are available on Amazon.com for <$20. Please read the following article to learn more about scales and precision:
http://www.concretecountertopinstitute.com/blog/2015/05/precision-measuring-concrete-countertop-mixes/

Once you have confirmed the total powder weight you can create a solution for a more accurate volumetric measurement. See the question below on how to make a chemical solution.

Solutions:
Solutions are measured by volume. We recommend using a graduated beaker or pipette.

How do you make a chemical solution?

Please review the following guide on how to prepare a chemical solution:
https://www.sciencecompany.com/Preparing-Chemical-Solutions.aspx

Glossary, basic terms to understand

Reagent – Any substance used in chemical reactions, analysis or research.
Solute – The substance which dissolves in a solution.
Solvent – The substance which dissolves another to form a solution. For example, in a sugar and water solution, water is the solvent; sugar is the solute.
Solution – A mixture of two or more pure substances. In a solution, one pure substance is dissolved in another pure substance uniformly. For example, in a sugar and water solution, the solution has the same concentration throughout, ie. it is uniform.
Concentration – The ratio of solute to solution e.g. 10mg per mL, 10mg/mL, 10mg/cc.
Suspension – Typically a solution is transparent because solute particles are microscopic. A suspension has visible particles.

Introduction to Chemical Solutions

Chemical solutions involve dissolving a reagent in liquid to make it easier to measure, without relying on an expensive or imprecise scale. Assuming the solution is at a uniform concentration, measurement of the reagent can be done precisely using volumetric measurement tools like a beaker or pipette.

Selecting an adequate solvent

If you do not select an adequate solvent your solute will precipitate out of solution or lack uniformity, making handling difficult.

We post solvents with relatively high solubility on our product listings, under the specification on the row titled Solubility:
Video Walkthrough

However, we have only verified solubility up to the concentrations used in our own solution products. If you need more precise data we recommend conducting your own solubility experiments at given concentrations with different solvents.

Selecting your concentration

Solutions are easier to make and handle at lower concentrations. If you saturate a solution the solute may precipitate out of solution thus ruining the uniformity. Changing the pH or temperature of your solution can also result in precipitation.

Solution Example: Using mass by volume (m/v)

Formula
The formula for mass by volume (m/v) is: [Mass of solute (mg) / Volume of solution (ml)]

Example
A 10mg/mL NaCl solution has 10 milligrams of sodium chloride dissolved in 1 ml of solution.

Procedure

  1. Select a concentration for your solution e.g. 10mg/mL.
  2. Select a total volume for your solution e.g. 50mL.
  3. Weigh out your solute by multiplying the concentration by total volume e.g. 10mg/mL * 50mL = 500mg.
  4. Select an adequate solvent for your concentration.
  5. Pour your solute into your solvent and mix.
  6. The solute should fully dissolve and the solution should become transparent. If there is sediment or visible particles then the solution is not uniform.

Notes:

  1. The procedure above is simplified. Simply measuring 50mL of solvent and adding 500mg of solute introduces error because adding the solid will change the final volume of the solution. The more correct procedure would be to mix solute with ~80% of your solvent and then add solvent until you reach your desired volume of 50mL.
  2. The most common causes of precipitation include selecting an inadequate solvent, selecting too high a concentration, not using adequate measurement equipment (milligram scale, graduated beaker), mixing multiple solutes together (which will affect pH and lower solubility).
  3. We recommend against heating or incubation, as our products are novel and this can cause an unintended chemical reaction. The solute will also precipitate out as it cools down.

Precipitation and Suspension

What if your solution precipitates? You have a few options. If you selected too high a concentration you can add more solvent or a cosolvent and lower the concentration.

Another option, if the precipitation is minor, is to suspend the precipitate temporarily by agitating (shaking well, stirring vigorously) and then make your volumetric measurement. This will have some error, dependent on the level of precipitation and uniformity.

Several of our pre-made solutions can precipitate slowly and we indicate this by instructing to shake well before administration on the product label.

Will my product come with a measuring tool (scoop, scale, pipette)?

We do not provide scoops or scales to measure powder. We recommend using a milligram scale to measure powder as volumetric scoops will be inaccurate. You can purchase a milligram scale on Amazon for ~$20.

All solution and solvent products come with a graduated pipette measuring up to 1.0mL.

Why is there so little powder in my jar?

You may be confusing your units. Most of our powder products are sold in increments of 1000 milligrams (mg), that is 1 gram (g).  There are 70,000 grams in the average size person. So a single gram, even with the vast range of powder densities, will be a small amount. Less than a tablespoon.

If you do not have experience working with milligram quantities of research material we would advise against purchasing powder products.

Why is solution more expensive than powder?

Besides the additional labor, materials and packaging, solutions also require additional QC procedures. For comparison, to analyze a powder product, you only need a single sample sent out for analysis, even if the batch is 1000+grams, provided the batch is uniform and the sample is representative of the whole. 

Solutions, however, cannot be aggregated into a single sample because that would tell us nothing about the consistency of individual vials. So to verify 1000 vials of the solution you would need to test each one.

Instead we follow the industry standard practice of random sampling. Each lot of solution is ~100 vials. We sample from different stages of the fill process to confirm there is no anomaly at any stage. But this is still dozens of tests per 1000 vials and each analysis costs $150-350.

Why does my product look/seem different than last time?

Changes in color, texture, odor, taste and even biochemical and pharmacokinetic properties can be explained by differences in polymorphy i.e. the crystal structure of a substance. For example, sand and glass are made of the same molecule (SiO2), but have very different properties.

Several factors influence polymorphy, including the rate of change of temperature, pressure and reactants during synthesis. The study of polymorphy is a critical discipline in its own right, integral to the application of chemistry, including materials science and medicine.

So, if you notice a slight difference between batches of products, polymorphy is most likely the reason.

What is my product's shelf life?

Let’s take altitude for a moment. Due to the second law of thermodynamics entropy is always increasing. As a result the active chemical molecules of a product are always degrading, albeit slowly. Eventually there will be a measurable decrease in purity. This can take several years with proper handling and storage. Unless stated otherwise the minimum shelf life is 2 years after the date of manufacture.

Unfortunately we can’t provide a more precise answer. True shelf life is variable and in most cases little data is available for novel compounds. Shelf life is decreased by exposure to moisture, oxygen and sunlight, which can create free radicals. Shelf life can be extended by deep freeze (-20ºC or -80ºC). Powder in deep freeze could have a shelf life in excess of 10 years with minimal degradation.

My solution product froze, will it be ok?

It’s possible for solutions exposed to low temperature to freeze. For example, during cold months in high latitudes, solution products can freeze during transit. Some solvents have high freezing temperatures so they can freeze above water’s freezing temperature. If your solution froze it’s ok, provided the bottle has no crack. Some products (e.g. RAD140, Cardarine) can precipitate if exposed to low temperature. If that happens you can run the vial under warm water and shake vigorously before administration to re-suspend and re-solve.

My product was exposed to high or low temperature, will it be ok?

Every chemical has its own unique decomposition properties. But let’s zoom out for a moment to provide a general understanding. Due to the second law of thermodynamics entropy is always increasing. On a long enough timescale most molecules are thermodynamically unstable. The molecules of our products are always degrading, albeit slowly. Eventually there will be a measurable decrease in purity. This can take several years with proper handling and storage. Changing the temperature of storage will affect the rate of degradation.

Let’s go over common scenarios.

  1. If a product is exposed to lower than recommended temperature there will be no increase in the rate of degradation, with the exception that a solution product may precipitate and thus lose uniformity.
  2. If a product is exposed to higher than recommended temperature the rate of degradation will be accelerated. For illustration let’s say a product requiring room temperature storage is exposed to 115ºF, in that case, there may be an increase in the rate of decomposition but this may not be measurable without months of continued exposure. Meaning you could leave a product in the heat for a few days and if after it is properly stored the shelf life will still be years.
  3. If a product requires cold temperature storage, such as a deep freezer at –20ºC, then the risk of degradation depends on the duration of exposure and the presence of oxygen, moisture or sunlight. Oxygen, moisture and sunlight all produce free radicals that can accelerate degradation. Even so, less than 24 hours of human-tolerable temperatures will not substantially degrade any of the products we carry.

Orders

Do you have a Refund, Return & Exchange Policy?

Yes, please find our Refund, Return & Exchange Policy on the following page:
Refunds, Returns & Exchanges

How can I modify or change my order?

All orders are held for 1 hour to allow for modification. After this time we cannot guarantee we can intercept an order.

We can make the following modifications to your order:

  • Shipping address change
  • Shipping service change
  • Substitute a product
  • Remove a product
  • Add a product
  • Cancel order

To modify an order please submit the following form:
Modify My Order

How can I cancel my order?

All orders are held for 1 hour to allow for cancellation. After this time we cannot guarantee we can intercept an order.

If you are a registered user please find your order on the Order History page and then select the Cancel or Request Cancel button. If this is not possible please contact us immediately. We will do our best to accommodate you.

For registered users:

  1. Login
  2. Select the Orders tab from your Dashboard
  3. Find your most recent order
  4. Select Cancel or Request Cancel
  5. Enter your reason for cancellation
  6. Submit

What if I receive a wrong, missing or defective item?

Please contact us immediately. Once your claim is verified we will ship the correct item(s). We will also provide a prepaid return label to return any wrong item(s).

I did not receive an order confirmation email?

It is possible you entered your email incorrectly. It is also possible your order was not successfully paid. Please contact us immediately.

Please mention you have placed an order recently but have not received an order confirmation email. Please also provide identifying information to look up the order, like your name or address.

What if I'm not satisfied with my order?

We consider customer satisfaction our top priority and for that reason if you are not satisfied within 30-days of delivery, please contact us and we will help you.

Account

I forgot my password, how can I reset it?

Please visit the following page to reset your password:

My Account

If the system doesn’t recognize your login email it’s possible you used another email, incorrectly entered your email or checked out as a guest and never created an account.

How do I view my order history?

Order history is only available for registered users who have created an account. Orders placed as a guest will not be shown in your account.

To view order history please Login:
https://venogen.com/my-account/

Then visit the Orders tab on your My Account dashboard:
https://venogen.com/my-account/orders/

Do you accept prepaid cards?

We provide several credit card payment processors. Some of them do accept prepaid cards, if they are tied to your billing address details and allow online transactions. This is described in more detail on the checkout page when you select a payment method.

What currency are your prices denominated in?

Our checkout prices are denominated in USD ($). Prices may be displayed in your local currency if our multi-currency system is enabled.

Unexpected pending card charges on my bank statement?

Pending (pre-authorization) charges are a way for the processing bank to confirm your account has a positive balance. This is useful in the services industry for example where tips are processed separately. Pending charges can be for an amount between 20% and 130% the order total, so they may not match the order total. They will disappear in 1-3 business days.

If your card payments are not going through at all but you are seeing these pending charges, it typically means your billing address does not match the one you entered on checkout or your bank is blocking the transaction. Please call your bank to confirm the billing details and make sure they are not blocking the transaction. If it still doesn’t go through please contact us.

My digital currency payment hasn't gone through or is unconfirmed?

This usually means the transaction has timed out. This is typically due to not sending funds for the payment, not sending enough funds, or sending the funds after the timeout or without enough TX fee to confirm in time. If you wish to make a purchase, you will have to make the purchase again using our checkout page. Please make sure to read all email alerts from our system as they inform you every step of the transaction. Please review the following article and make sure to include a TX fee that is likely to be confirmed quickly:
How to Select a Bitcoin Transaction Fee

There are however a few exceptions:

  1. Double-check your transaction numbers and payment addresses, a common error is creating two transactions then paying for one and not the other. Make sure to check the payment ID’s are to the payment addresses you sent to.
  2. If you are sending your coins from an exchange they may not have sent the funds yet. So please check with your exchange to see if it was processed; if it was, you can provide us with the blockchain txid and we can look for it, as long as it was sent to our wallets.
  3. If you are sending from a wallet that is not synced, you will have to wait for the client to catch up and then send the payment. If it does send, you can provide us with the txid and we can look into it, as long as it is sent to our wallets.

Unconfirmed Transactions
If you don’t know what a Bitcoin “Confirmation” is please see here:
https://www.buybitcoinworldwide.com/confirmations/
If your coins have not yet confirmed (such as if you didn’t pay any/enough TX fee), you will need to wait for the transaction to confirm or be dropped from the network. This can take several weeks. There are ways to increase the transaction fee so miners accept it:
https://bitcoin.stackexchange.com/questions/49723/replace-by-fee-vs-child-pays-for-parent
It is also possible to pay miners directly to accelerate confirmation:
https://pool.viabtc.com/tools/txaccelerator/
When the transaction confirms you will receive an automatic email confirming we’ve received the funds. If you haven’t received an email 8 hours AFTER your coins confirm, please contact the payment processor directly here:
https://www.coinpayments.net/supwiz-buyer-getinfo

Reclaiming Funds
Our system allows you to reclaim funds in the event that insufficient or excess funds are sent. However, we cannot process a refund until the transaction confirms.

 

I forgot to enter a discount code on checkout, can you add it retroactively?

Unfortunately no, once a transaction is processed we can’t change it without incurring additional fees. You can use the code on your next order.

I ordered right before a sale, can you apply it retroactively?

Unfortunately no, once a transaction is processed we can’t change it without incurring additional fees. We apologize for any inconvenience.

Do you have a military/veteran/senior/other discount?

At this time we do not have any ongoing discount promotions. However, when you join our newsletter you will be the first to know about new promotions, products and updates. We will also send you a 10% off coupon for your first purchase.
Venogen.com Newsletter

Shipping

Do you have a Shipping & Returns Policy?

Yes, you can find our shipping and returns policy here:
Shipping & Returns

Do you ship to my country?

Yes, we ship worldwide. We do not typically have issues with customs but if it happens we will reship for free.  If we fail to deliver the second time we can issue a full refund. Orders over $250 are insured so there is no risk of damage.

Please review our shipping policies for more information about international restrictions, customs fees and duties and customs delays:
International Shipping Policy

Where do you ship from?

We ship from Singapore.

Please review our shipping policies for more details about estimated shipping times:
Shipping Policy

How much does shipping cost?

We offer flat rate shipping for $10 per order, and FREE shipping for orders over $200.

What couriers and services do you offer?

We primarily use Sing Post, Swiss Post and DHL. Please visit the following page for more details:
Shipping & Returns

Do you offer free shipping?

Yes, we offer free shipping, orders over $200 by standard mail post. Some products do not qualify for free shipping due to special shipping requirements. This will be noted on the product page.

Do you ship to PO boxes?

Sing Post and Swiss Post services will ship to Postal Boxes. Singnature is not required for delivery to Postal Boxes.

Do you ship to Military APO/FPO/DPO addresses?

Yes we do. If you’d like to know more about how to format a military address for our couriers please read the following guides:
https://stamps.custhelp.com/app/answers/detail/a_id/774/~/how-to-send-apo%2Ffpo-military-mail
https://www.shipitapo.com/personal/apo_fpo_guide.php

Military addresses are typically overseas but still use the United States as destination country. Please do not use a foreign nation as the destination country or there is a high chance of losing the package.

There are three Military “States”:
AA, which stands for Armed Forces (the) Americas
AE, which stands for Armed Forces Europe
AP, which stands for Armed Forces Pacific

And three “City” equivalents:
APO, which stands for Army Post Office
FPO, which stands for Fleet Post Office
DPO, which stands for Diplomatic Post Office

Based on these constructs, a typical Overseas Military Mail address looks like this:

Name
Postal Service Center + Identifier
APO, AP ZIP

or

Name
Postal Service Center + Identifier
FPO, AP ZIP

When does my package ship?

Your order should ship within 3 business days. If there is an issue we will notify you.

Please review our shipping policies for more details about estimated shipping times:
Shipping Policy

How long does delivery take?

Please review the following page for estimated delivery times:
Shipping & Returns

Can you ship my order overnight?

Unfortunately no, we can not provide Overnight shipping.

What does the package look like, is it discrete?

Our packaging is non-descript and there are no markings that suggest the contents. The shipping label does not mention Venogen.com. We can also remove product labels for discretion, if you request this on the checkout order notes.

We use plain shipping materials, such as plain mailer boxes and zip lock bags:
https://www.uline.com/BL_1403/Literature-Mailers-White

Will I receive a tracking number?

Yes we will send you a tracking number as soon as the order ships within 1-3 business days and provide regular email updates on the tracking status from then on.

How can I track my order?

You should start receiving tracking updates via email within 1-3 business days of your order being paid.

To look up your order tracking, please visit the following page:
Track My Order

Alternatively, registered users can find their tracking on their order history:

  1. Log into your account
  2. Go to the Order History tab
  3. View your most recent order
  4. Your tracking number will be in the order details

Why does my tracking page say 'not found', 'info received', 'waiting for shipment'?

After your package is shipped from our dock, you will see a confirmation that your package has left Singapore. The next scan of your package will be within your own country after your package clears customns.

My tracking says delivered but I did not receive the package!

If the tracking says Delivered but you have not received the package there are a few possibilities.

It’s possible the package was received by someone else. Couriers sometimes drop off packages at the wrong address, street or mailbox. It possible your neighbor, a front desk, receptionist, mailroom, doorman, HOA or colleague received the package.

If you still can’t find it contact the courier, our tracking emails will provide contact information. Couriers will have GPS coordinates for every tracking scan and can tell you where the package was scanned when the status was changed to Delivered. Be sure to have your tracking number on hand.

Here is a link to your country’s postal courier.

Tip: It will be easier to call or visit your local post office and ask to speak with the Postmaster about your missing delivery.

If you suspect the package was lost or stolen please file a claim with the courier and/or a police report. We typically recommend waiting 1-2 weeks for the package to turn up, usually a neighbor or colleague has it. If it never turns up please get in touch with us and provide proof you filed a claim or police report. We will handle this on a case by case basis and may require you to sign a legal affidavit to submit to our insurance company, so we can issue a free reship.

What if my package tracking stops updating?

We guarantee all packages to be delivered. If package tracking stops updating for over 5 days, please concat us and we will conditionally re-ship your order.

If the second shipment fails we will consider options including changing destination address, changing shipping service and issuing a refund.

 

What if my item is damaged during shipment?

All items are shipped securely and in a manner that ensures safe arrival. If this is not the case please contact us immediately with photographic evidence. Once adequately verified we will ship a replacement.

 

Extra Accordion for Duplication

Do you have a Refund, Return & Exchange Policy?

Yes, please find our Refund, Return & Exchange Policy on the following page:
Refunds, Returns & Exchanges

How can I modify or change my order?

All orders are held for 1 hour to allow for modification or cancellation. After this time we cannot guarantee we can intercept an order.

We can make the following modifications to your order:

  • Shipping address change
  • Substitute a product
  • Remove a product
  • Add a product

How can I cancel my order?

All orders are held for 1 hour to allow for modification or cancellation. After this time we cannot guarantee we can intercept an order for cancellation.

If you are a registered user please find your order on the Order History page and then select the “Cancel” or “Request Cancel” button. If this is not possible please contact us immediately. We will do our best to accommodate you.

What if I receive a wrong, missing or defective item?

Please contact us immediately. Once your claim is verified we will ship the correct item(s). We will also provide a prepaid return label to return any wrong item(s).

I did not receive an order confirmation email?

It is possible you entered your email incorrectly. It is also possible your order was not successfully paid. Please contact us immediately.

Please mention you have placed an order recently but have not received an order confirmation email. Please also provide identifying information to look up the order, like your name or address.

Are your products authentic/pure?

Yes, we verify every batch of every product with a reputable third party laboratory.

Our products are manufactured by CROs and large scale chemical manufacturers. When we decide to carry a product we search for suppliers, vet several of them and request samples from the most reputable. If the samples are consistent we make a larger order. Once we receive a raw material we put it in our QC room and evaluate it organoleptically. If it passes we send a sample to an independent third party lab for analysis. Our methods are designed by PhDs in analytic and organic chemistry. If the lab reports match our specifications we OK the product for distribution.

If any of that process fails we start all over.

Where do you source raw materials?

The majority of our raw materials are synthesized by large scale manufacturers, located within China. There is justifiable concern about foreign manufacturers, particularly in China where regulations are lax. The modern API industry, like most manufacturing industries, is dominated by China. It is highly likely any industrial, nutraceutical or pharmaceutical product you are working with was processed in China. This is not a concern as long as your vendor is conducting third party analysis. You should always demand evidence of third party analysis from your vendor by both NMR and HPLC.

What is this product's shelf life?

Shelf life is variable and no data is available for many products. However, based on thermodynamic properties it’s expected most products will last several years when tightly sealed and kept away from heat, light and moisture. If this is not the case we indicate otherwise and we are constantly refining our data by conducting analysis on long term stored batches.

Human use/ingestion?

Our products are not approved for medical use or for the treatment, prevention, diagnosis, or cure of any disease or illness. We encourage our clients to seek qualified legal counsel in reviewing their potential uses of our products, but we cannot provide such counsel ourselves.

Do you ship to my country?

Yes, we ship worldwide. We do not typically have issues with customs but if it happens we will reship for free.  If we fail to deliver the second time we can issue a full refund, including the cost of shipping. Orders over $250 are insured so there is no risk of damage.

International Restrictions

There are shipping restrictions on some products, and some products cannot be shipped to international destinations. If you are outside of the USA you are responsible for researching local restrictions before ordering.

Customs Fees & Duties

Many countries have specific import fees, rules, and customs procedures. If you are outside the USA it is your responsibility to research these laws and procedures. If a fee or tax is required by your customs or postal carrier, it is your responsibility to fulfill the payment obligation. Our products are declared as Certified Reference Material using the HS Tariff Code 3822.00.60. Value is declared in full and we cannot illegally declare a lower value.

Customs Delays

If a package is held by customs for an inspection you should contact the courier and find out if anything can be done to expedite the process. After your package leaves Singapore it will be transferred to your local national postal service on arrival to the destination country. In that case, you will need to call your local postal service.

Please click Here to locate your National Postal Courier.

List of National Postal Services

Sometimes the courier will request additional information, such as what the product is, what it is for, how much it cost, a copy of the invoice or additional documentation.

The product is a lab reagent for lab research. Values are declared in full and you can provide your order confirmation emails as an invoice. If any other documentation is needed please request the courier sends you a written description of what is needed and forward this to us at support@venogen.com so we can provide additional assistance.

In case of customs seizes your package we will offer to ship a replacement using a different courier and/or declaration. If this replacement is seized we will issue a refund or store credit, less the cost of shipping.

Additional Information

Please review our shipping policies for more information about international shipping:
Shipping & Returns Policy

How do you handle returns?

You can read more about our return policy here:
https://venogen.com/shipping-returns/