Support

Frequently asked questions

Age verification

Why do I have to confirm I am 21 or older?: Axiom Labs supplies research materials intended for laboratory use only. Access to the catalog is restricted to visitors who confirm they are 21 years of age or older.
What are the account creation steps?: The entry screen combines age confirmation with signup: enter your first name, last name, email and password, then check the boxes confirming you are 21 or older and that you agree to the Terms & Conditions and Privacy Policy. All fields must be completed before the Create Account & Continue button is enabled.
What is the intended use of these materials?: Research use only — not for human or veterinary consumption. Ordering requires that you agree to the Terms & Conditions and Privacy Policy.

Can I return an order?: Opened, used or otherwise tampered-with products are not eligible for return or refund. Unopened products are not automatically eligible either — contact Axiom Labs first to request return authorization. Products sent back without authorization may not be accepted.
How long do I have to report a damaged or incorrect order?: Contact Axiom Labs within 48 hours of delivery with your order number and clear photographs of the product and packaging. After verification, we may provide an appropriate replacement or refund.
How long do refunds take after a return is approved?: Once a return is verified and approved, the refund is returned to the original payment method. Bank processing times vary and are determined by your payment provider.
Can I cancel after checkout?: Orders can be cancelled for a full refund before they have been processed or shipped. Once an order has shipped, it cannot be cancelled.

Which shipping methods are available?: Standard shipping is $6.99 with an estimated 3–5 business day transit time. Expedited shipping is $12.99 with an estimated 2–3 business day transit time. Standard shipping is free on orders over $150. Orders currently ship to domestic addresses only.
Which carriers do you use?: Shipments are sent through UPS, USPS, FedEx or DHL depending on the order. A tracking number and direct carrier link are added to your order once the package ships.
How do I track my order?: Every order appears in your account. Once a carrier and tracking number are added, the tracking link is shown on the order page and in your order emails. You can also enter the carrier and tracking number on any product page under the Track tab.
How are shipments packaged?: Vials ship in protective packaging with lot-level documentation included for each shipment.

How is bulk pricing calculated?: Volume discounts are applied automatically to the entire cart based on the total number of vials: 5% off at 5 or more vials, 10% off at 10 or more, and 15% off at 20 or more. Only the highest qualifying tier applies — tiers are never stacked.
Where can I see my bulk discount before checkout?: Each product page has a pricing calculator that shows the active tiers, your subtotal, the discount percentage and dollar amount saved, and the new subtotal before you add anything to the cart. The same discount also appears as a line item in the cart and at checkout.
Can laboratories or institutions order on account?: Get in touch through the Contact page with your requirements and we will follow up directly.

Research use only — not for human or veterinary consumption.