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Business hours: 9 a.m.–7 p.m. HKT (UTC+8)
Worldwide delivery between 10-14 days.
*Closed until 2024-02-13 (Tuesday)

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Frequently asked questions

Below is a list of frequently asked questions that we have divided into categorical topics. Each topic category contains a greater list of detailed responses to our most commonly asked questions. Please select the appropriate category to find an immediate answer to your questions.

If you are unable to locate an immediate answer to your question, please contact us.

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 forgot my password; how can I reset it?

Please click here to reset your password. If the system doesn’t recognise your login email, you may have used a different email, incorrectly entered your email, or checked out as a guest and never created an account.

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.

How do I view my order history?

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

To view order history, please log in to your account and visit the Orders tab on your account dashboard

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

We are unable to retroactively change the price of completed orders.

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 fees 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 of 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:

  • Double-check your transaction numbers and payment addresses. A common error is creating two transactions and then paying for one and not the other. Make sure to check that the payment IDs are for the payment addresses you sent them to.
  • 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 TX ID and we can look for it, as long as it was sent to our wallets.
  • 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 TX ID 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. If your coins have not yet been confirmed (such as if you didn’t pay any or enough TX fees), you will need to wait for the transaction to confirm or be dropped from the network. 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 is confirmed, you will receive an automatic email confirming we’ve received the funds. If you haven’t received an email 8 hours after your coins were confirmed, please contact the payment processor directly here:

https://www.coinpayments.net/supwiz-buyer-getinfo

Reclaiming Funds

Our system allows you to reclaim funds if insufficient or excess funds are sent. However, we cannot process a refund until the transaction is confirmed.

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% of 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.

Common Questions

Do you offer guaranteed delivery?

Yes, we guarantee that all orders will be delivered. If a package is deemed lost or seized, we will issue a free reshipment or refund.

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. All orders are insured so there is no risk of damage.

Please review our shipping policy for more information about international restrictions, customs fees and duties, and customs delays.

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 to track your order

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

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

We also advise that you track the package using your country’s local postal service once it has arrived in your country.

How can I modify or cancel my order?

All orders are eligible for modification or cancellation as long as the request is submitted before our shipping cutoff (13:00 SGT, GMT+8).  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 contact us.

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. Please click here to view our COA database.

I did not receive an order confirmation email?

Please 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, there was likely 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:

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 can log in:

  1. Login
  2. Go to your Account
  3. Update your email address
  4. Click Save

Once you have done this you should receive the email.

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.

Your package may have been received by someone else. Couriers sometimes drop off packages at the wrong address, street, or mailbox. It possible your neighbour, 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 neighbour 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.

Shipping

Can you ship my order overnight?

Unfortunately no, we can not provide overnight shipping.

Do you have a Shipping & Returns Policy?

Yes, you can find our shipping and returns policy here.

Do you offer free shipping?

Yes, we offer free shipping, orders over $150 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 offer guaranteed delivery?

Yes, we guarantee that all orders will be delivered. If a package is deemed lost or seized, we will issue a free reshipment or refund.

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.

Please review our shipping policies for more information about international restrictions, customs fees and duties, and customs delays.

Do you ship to PO boxes?

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

How can I track my order?

Registered users can find their tracking on their order history:

  1. Log into your Account
  2. Click the Orders tab
  3. View your most recent order
  4. Your tracking number will be in the order details

We also advise that you track the package using your country’s local postal service once it has arrived in your country.

How long does delivery take?

Please review our Shipping & Delivery page for estimated delivery times.

How much does shipping cost?

We offer flat rate shipping for $12 per order and FREE shipping for orders over $150.

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.

Your package may have been received by someone else. Couriers sometimes drop off packages at the wrong address, street, or mailbox. It possible your neighbour, 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. Click here to view 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 neighbour 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, before we can re-ship your package.

What couriers and services do you offer?

We primarily use Sing Post, Swiss Post, and DHL. Please visit our Shipping & Delivery Page for more details.

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.

What if my package tracking stops updating?

We guarantee all packages to be delivered. If package tracking stops updating for over 14 days, please contact 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.

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.

Where do you ship from?

We ship from Singapore.

Why does my tracking page say “Not found”, “Info received”, or “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 customs.

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.

Test documents

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.

Please read this study to learn more about Heavy Metals: https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3482709/

Do you do third-party testing?

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.

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 contact us.

How can I cancel my order?

All orders are eligible for cancellation before our shipping cutoff (13:00 SGT (GMT+8). After this time we cannot guarantee we can intercept an order. Please contact us directly if you need to cancel your order. We will do our best to accommodate you.

Do you have a Refund, Return & Exchange Policy?

Yes, please find our Refund & Return Policy here.

I did not receive an order confirmation email?

You may have entered your email incorrectly, or 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.

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).

How can I find the COA?

You can find our COA’s using our Analytical Database.

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.

How do you measure a product?

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

A scoop will measure volume which is insufficient for product testing. A scale must be used to appropriately asses product weight.

We recommend using a precise milligram scale that can weigh up to .001g of material. Once you have confirmed the total powder weight you can create a solution for a more accurate volumetric measurement when using a graduated beaker or pipette. Here is a guide on how to make a chemical solution.

Do you offer custom synthesis or wholesale?

Yes, we do. All product listings 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 is there so little powder in my jar?

Most of our powder products are sold in increments of 1000 milligrams (mg), that is 1 gram (g).  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 advise against purchasing powder products.

What is my product’s shelf life?

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 above 10 years with minimal degradation.

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

Every chemical has its unique decomposition properties.  Due to the second law of thermodynamics, entropy is always increasing. On a long enough timescale, most molecules have unstable thermodynamics, which means the molecules of our products are always degrading slowly. This can take several years with proper handling and storage. Changing the temperature of storage will affect the rate of degradation.

  1. If a product is exposed to a 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 a higher than the 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.
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. It is your responsibility to research your local law, so we recommend that you seek qualified legal counsel before import.

Where do you source raw materials?

Our raw materials are synthesised by large-scale manufacturers and contract research organisations (CROs). Our partnering factories are primarily based in China, India, and Malaysia. Most chemical producers are located in Overseas in cost competitive countries.
 
If a product is manufactured in the US, EU, or UK, the price of the chemical would be at least 10-100x the cost.

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.

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.
 
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.
 
We partner with multiple internationally ranked testing labs that provide 3rd party analysis sheets for all of our products.

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 characterise every byproduct and side product of synthesis and some impurities are just too small to measure. But impurities can be minimised. 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 the 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

How does Venogen 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 our Analytical Database.

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.