Frequently Asked Questions

All materials offered by Poet Labs are intended strictly for laboratory and research purposes and are labeled “For Research Use Only” and “Not for Human Consumption.” These designations are used to clearly distinguish research materials from products intended for human or animal use and to support compliance with applicable U.S. laws and regulations.

These labels are not intended to comment on the quality, purity, or characteristics of the materials. Rather, they communicate the intended purpose and regulatory status of products supplied by Poet Labs. As a research supplier, Poet Labs requires purchasers to understand and acknowledge these limitations before completing a purchase.

Poet Labs does not provide instructions, dosing information, administration guidance, or recommendations for human or animal use. Products are supplied solely for lawful laboratory, institutional, and investigational research. It is the purchaser’s responsibility to ensure that all materials are handled, stored, and used in accordance with applicable laws, regulations, safety requirements, and institutional protocols.

If you receive an incorrect item, please contact us as soon as possible by email or text with your order number and a clear photo of the items received.

Once we confirm the issue, we will correct it and ship the correct item(s) the same or next business day.

A photo of the items received is required before we can process a reshipment.

Orders are shipped Monday through Saturday, excluding holidays. If you notice an incorrect shipping address, please contact us as soon as possible before your order ships. We will do our best to update the address before fulfillment.

Please provide your name, order number, and corrected shipping address when contacting us.

Once an order has shipped, we are unable to make changes to the shipping address or reroute the package.

If your tracking information shows that your package was delivered but you cannot locate it, please check around your property and with nearby neighbors. Carriers may leave packages in discreet locations or with a neighboring address for security reasons.

If the package remains missing, please complete the following steps before we can review a reshipment:

1. Contact your local carrier facility
   Contact your local post office or carrier facility. If possible, ask your delivery person to check their vehicle or facility for the package.
2. File a lost-package claim
   Submit a claim directly with the carrier. For USPS shipments, you can file a claim through their online claims system. The tracking email we sent you contains the information needed to submit your claim.
3. Send us your claim confirmation
   Once your claim has been filed, the carrier will provide a claim number or confirmation email. Forward the claim number or a screenshot of the confirmation to Poet Labs. Our shipping team will then review the claim and discuss the available reshipment options.

We offer multiple shipping options to meet your delivery needs:

• Priority Shipping: $12.99 flat rate
• UPS Ground: $14.99 flat rate

Delivery times vary depending on your location and selected shipping method. Delays may occur due to carrier issues, severe weather, or other circumstances beyond our control.

Poet Labs ships orders using USPS and UPS.

Every product undergoes HPLC testing by a vetted, independent third-party analytical laboratory.

For transparency and traceability, we provide:

• Batch-specific COAs (Certificates of Analysis) alongside each product listing
• A dedicated COA Archive where you can review previous batch documentation

“Lyophilized” means the material has been freeze-dried to help maintain stability during storage. The resulting dry form is designed for extended storage under appropriate conditions. Once reconstituted, follow the recommended storage and handling guidelines for the specific product.

If you forgot to apply a discount code at checkout, please contact us by email or text within 30 minutes of placing your order.

As a one-time courtesy, we can provide the applicable savings as store credit only. We are unable to refund the difference to the original payment method.

At this time, Poet Labs only ships within the United States. Due to varying regulatory requirements for research materials across international borders, we currently do not offer international shipping.

Yes. Expedited shipping options are available for orders placed Monday–Friday before 12:00 PM EST.

We also offer free standard shipping on orders over $250.

This is normal. The material may appear as a solid mass or loose powder and can change in appearance during shipping. Variations in texture or form do not necessarily indicate an issue with the product’s quality or purity.

For best stability and shelf life, keep lyophilized products tightly sealed and stored under appropriate laboratory conditions.

• Preferred storage: –20°C (freezer)
• Long-term storage: –80°C (ultra-low freezer)
• Protect from moisture, light, and repeated temperature fluctuations.
• After reconstitution, follow your laboratory protocol for appropriate storage and handling.

Storage requirements may vary by product. Always follow applicable laboratory guidelines and product-specific recommendations.

Research products are commonly used in laboratory and scientific studies involving protein interactions, purification, modification, biochemical analysis, and other investigational applications.

Poet Labs is solely a research supply company. Our products are intended for qualified and experienced researchers in appropriate laboratory or institutional settings.

Poet Labs does not provide instructions, dosing information, administration guidance, or recommendations for human or animal use. All products are supplied strictly for lawful research purposes.

We offer free replacements for items damaged during shipping or transit. If your order arrives damaged or broken, please contact us as soon as possible and provide a clear photo of the damaged item.

Once the issue is verified, we will arrange a replacement at no additional cost.

For complete details, please review our Shipping & Returns Policy.