Support
Help that points at the right record.
Four guides cover the work customers actually do: preparing a sample, shipping it, reading the report, and getting help with an account. Order-specific instructions in the portal always take priority over anything on this page.
Guides
Sample submission guide
Prevent the errors that cost a customer time: the wrong quantity, an unlabeled container, or a package that arrives in a condition the laboratory cannot accept.
- Quantity and preparation for each service
- Labeling every container so it can be matched on receipt
- Packaging and materials that must not be submitted
- What happens at receipt, and when a sample is rejected
- Retention, return, and disposal after testing
Service-specific quantities and packaging rules publish from the service record once confirmed. Your order confirmation carries the instructions that apply to your samples.
Open the submission guide, not published yetReport interpretation guide
Explain how to read an authorized report without reading more into it than it says.
- Report anatomy and what each field means
- Units, basis, and the method behind a result
- Stated limitations and what the test does not establish
- Scope status, authorization, and revision identity
- The QR code, CertaScan, and how to raise a technical question
The guide explains structure and limitations. It never reinterprets an authorized report or extends it beyond the tests performed.
How verification works, not published yetShipping help
Get a package from your bench to the laboratory intact, with its identity attached.
- The current destination for submissions
- Carrier-neutral packaging guidance
- Entering a shipment identifier so arrival can be matched
- Arrival expectations, delays, and damaged packages
- Materials that must not be shipped
The submission address is confirmed with the laboratory before you ship. Do not send material to an address that did not come from your order.
Support center
Find an answer, or route a problem to the record it belongs to.
- Account access and first-time sign in
- Orders, samples, and billing
- Reports, verification, and company profiles
- Accreditation questions
- Complaints and concerns
Signed-in customers should start order, sample, billing, and report questions from the portal, where the message attaches to the actual record.
How these guides behave
- Order-specific instructions in the portal always take priority over a general public guide. If the two ever disagree, follow the portal and tell us.
- Downloadable instructions carry a version, an effective date, the service they belong to, and a link back to the current web version, so a printed copy can always be checked against the live one. Downloads publish once those documents are controlled.
- The report guide explains structure and limitations. It does not alter, extend, or reinterpret an authorized report.
- Search results separate public educational answers from actions that need your account, and never expose another customer's records.
- Routine research use peptide submissions use sample traceability and documented receipt. Formal chain of custody applies only to pharmaceutical, legal, regulatory, or contracted programs that actually require and support it, and it is arranged in advance.