Frequently Asked Questions
To avoid confusion we wait until after the courier has scanned in the package to send the tracking information. This can take an additional 1-2 days.
If the tracking says the package was delivered but you have not received it – check with your neighbors. Couriers often drop packages off at the wrong house or mail box. If you still can’t find it, please contact the courier for which you received a tracking number and ask them about it. If the package was lost or stolen or the courier is uncooperative please contact us at firstname.lastname@example.org and explain the situation. We are happy to help.
If some or all of your order has not shipped it is nothing to be alarmed about. It’s possible one of the products is on backorder or awaiting verification by our QC team. It will usually ship within one week. One reason we can offer competitive pricing is that our inventory tightly hugs demand and this can result in occasional backorders.
Our products are manufactured by CROs (contract research organizations) and where possible, product scale manufacturers. When we decide to carry a product we search for manufacturers and vet several of them. After they prove they’re reputable we order samples and check their consistency. If they’re consistent we make a larger order. Before every order we require they do certain analysis and that it meets our specification. Once we receive the product we put it in our QC room and send a sample to a third party lab for additional analysis. If the lab’s results match the manufacturer’s then we pass the product for distribution.
If any of that process fails we start all over.
The majority of our products are synthesized by primary manufacturers, typically Chinese and often Western as well. There is concern about the quality of foreign manufacturers, particularly those in China. The modern API industry, like most manufacturing industries, is dominated by China. It is highly likely any herbal, nutritional or pharmaceutical product you are using was manufacturered in China. This is nothing to worry about so long as your vendor is conducting third party analysis. You should always demand evidence of third party analysis from your vendor.