Question 1

How does payment work?

Accepted Answer

Payment is taken securely by card straight after you place your order, using Stripe's checkout. There's no separate payment link to wait for — you'll get a confirmation email as soon as payment is complete.

Question 2

How are orders delivered?

Accepted Answer

UK orders are sent using Royal Mail Tracked 24 for a fixed £3.99 charge. Tracking is emailed after the order is dispatched.

Question 3

What are Novaryn Labs products supplied for?

Accepted Answer

Products are supplied strictly for in vitro laboratory research and analytical testing. They are not for human or veterinary use and must not be administered in any form.

Question 4

Where can I find batch documentation?

Accepted Answer

Where documentation has been associated with a listed batch, a link appears on the product page. You can also search by lot code using Batch Verification or contact support.

Question 5

How do I check current availability?

Accepted Answer

The catalogue and product pages display the availability held in the live stock record. Availability is validated again when an order is submitted.

Question 6

Does Novaryn Labs provide dosing or medical guidance?

Accepted Answer

No. Novaryn Labs does not provide dosing, administration, treatment or medical advice. Products must not be used on humans or animals.

Question 7

How can I ask about a specific product?

Accepted Answer

Use the product-question link on the relevant product page or contact the team with the product name, product code, format and lot code where applicable.

Question 8

What happens after I place an order?

Accepted Answer

Available stock is reserved and you're taken straight to a secure card payment page. Once payment completes, you'll get an order confirmation email and the order moves into processing.

Question 9

How long is stock reserved?

Accepted Answer

Stock is normally reserved for 24 hours while an order awaits payment. If payment is not confirmed before the displayed deadline, the order may expire and the stock can be released.

Question 10

Can I change or cancel an order?

Accepted Answer

Contact orders@novarynlabs.co.uk promptly with your order reference. Changes cannot be assured after payment or dispatch, but the team will confirm the available options.

Question 11

Why have I received two order-related emails?

Accepted Answer

The first confirms your order and payment together. A second email follows once your order is dispatched, with Royal Mail tracking details.

Question 12

What should I do if my order confirmation email has not arrived?

Accepted Answer

Check your spam or junk folder and confirm that the email address on the order is correct. Your order status is always visible on your order page. If the email is still missing, contact support with your order reference.

Question 13

Do you deliver outside the United Kingdom?

Accepted Answer

No. The website currently accepts delivery addresses within the United Kingdom only.

Question 14

Is Royal Mail Tracked 24 guaranteed to arrive the next day?

Accepted Answer

No. Tracked 24 is Royal Mail's delivery aim after dispatch, not a guaranteed next-day service.

Question 15

When will I receive my tracking number?

Accepted Answer

The tracking number and a clickable Royal Mail tracking link are emailed when the order is marked as dispatched.

Question 16

What should I do if tracking has not updated?

Accepted Answer

Royal Mail tracking can take time to update after collection. If there is an extended delay, contact support with your order reference and tracking number.

Question 17

What if my parcel arrives damaged?

Accepted Answer

Contact support as soon as possible with the order reference, a description of the issue and clear photographs of the outer packaging and affected items. Keep all packaging while the issue is reviewed.

Question 18

What is a product code?

Accepted Answer

A product code is the catalogue identifier assigned to a specific product format. Include it when contacting support so the correct listing can be identified quickly.

Question 19

Why are different formats shown on one product page?

Accepted Answer

Some products have more than one listed format or strength. Select the required option before adding the product to your basket and check its code, price, availability and batch details.

Question 20

Where can I find storage and handling information?

Accepted Answer

Product-specific storage and handling information appears on the product page where it has been listed. Refer to associated documentation or contact support if information is missing.

Question 21

Why is a product marked out of stock?

Accepted Answer

The available quantity in the catalogue has been exhausted or reserved by active orders. You can use the product enquiry link to ask about future availability.

Question 22

What is a lot or batch code?

Accepted Answer

It is the identifier associated with a particular listed batch. Enter it exactly as shown on the label when using Batch Verification.

Question 23

What does a successful batch-verification result mean?

Accepted Answer

It confirms that the entered code is associated with a published Novaryn Labs catalogue record. It does not establish medical suitability, approval for human use or an independent endorsement.

Question 24

Why does my batch code return no match?

Accepted Answer

Check the code for spaces or typing errors and try again. A missing result can also mean the batch has not been published in the verification catalogue; contact support if you need assistance.

Question 25

Does every listing include a documentation file?

Accepted Answer

No. A documentation link is displayed only where a file has been associated with that listed variant or batch. The page states clearly when no file is linked.

Question 26

Can these products be used on humans?

Accepted Answer

No. They are not for human use and must not be administered in any form.

Question 27

Can these products be used in human clinical trials?

Accepted Answer

No. Products supplied through this website must not be used in clinical trials involving humans.

Question 28

Can products be resold to another party?

Accepted Answer

Products must not be sold to third parties for human investigational use. Orders are accepted only on the research-use conditions displayed during checkout and in the Terms and Conditions.

Question 29

Do I have to confirm the research-use restrictions?

Accepted Answer

Yes. Checkout requires confirmation of the research-use conditions and acceptance of the Terms and Conditions before an order can be submitted.

Question 30

How quickly does support respond?

Accepted Answer

Support operates Monday to Friday, 09:00–17:00, and normally responds within one working day.

Question 31

What information should I include in an order enquiry?

Accepted Answer

Include your full name, order reference and tracking number where available, together with a concise description of the question or problem.

Question 32

How do I request batch documentation?

Accepted Answer

Select Batch documentation enquiry on the contact form and provide the order number. Include the product code and lot code in your message where available.

Question 33

How do I stop marketing emails?

Accepted Answer

Use the Email preferences link in the website footer or email orders@novarynlabs.co.uk. Essential emails concerning active orders are not marketing messages.

Question 34

When is my order accepted?

Accepted Answer

Submitting checkout details creates an order and reserves available stock. The order is accepted automatically as soon as your card payment completes.

Question 35

Can I place an order without paying immediately?

Accepted Answer

Stock is reserved for 24 hours from when you place your order. You can pay any time within that window using the "Pay now" button on your order page — no separate link required.

Question 36

Can I correct the delivery address after ordering?

Accepted Answer

Contact support immediately with the order reference and corrected address. An address cannot be changed after dispatch, and a change is not assured once processing has started.

Question 37

Will the order total change after checkout?

Accepted Answer

The submitted total includes the displayed products and £3.99 delivery. If a genuine pricing or stock error is identified before acceptance, the team will contact you rather than charging a different amount without explanation.

Question 38

Can I combine two submitted orders?

Accepted Answer

Contact support before paying either order. Combining orders depends on their status and cannot be assured once payment or processing has begun.

Question 39

When does the delivery estimate begin?

Accepted Answer

The delivery estimate begins when Royal Mail receives the dispatched parcel, not when an awaiting-payment order is first submitted.

Question 40

Are orders dispatched on weekends or bank holidays?

Accepted Answer

Dispatch normally follows business-day processing. Weekends, public holidays and carrier operating schedules can affect collection and delivery timing.

Question 41

Can I select another courier or delivery service?

Accepted Answer

The standard website delivery method is Royal Mail Tracked 24 at £3.99. Contact support before ordering if you have a delivery-related requirement.

Question 42

What happens if the address I entered is incomplete?

Accepted Answer

The team may contact you before dispatch. Delays or failed delivery caused by incomplete or inaccurate information can only be resolved after the correct address is confirmed.

Question 43

What should I do if Royal Mail reports the parcel as delivered but I cannot find it?

Accepted Answer

Check the delivery location, safe places and other occupants first. Then contact Royal Mail and Novaryn support promptly with the tracking number and order reference.

Question 44

Are catalogue images the exact item I will receive?

Accepted Answer

Images support identification and presentation but can be illustrative. The product name, selected format, product code and written listing define the ordered item.

Question 45

What does a sale price mean?

Accepted Answer

Where a sale price is displayed, that price replaces the standard listed price for the selected format at the time the order is submitted.

Question 46

Can I order more units than the website allows?

Accepted Answer

No. Checkout validates the requested quantity against available stock. Contact support if your laboratory has a larger research requirement.

Question 47

How will I know when an unavailable product returns?

Accepted Answer

Check the live catalogue or contact product support. Customers who separately opt in to marketing may also receive availability updates, but an opt-in does not reserve stock.

Question 48

What should I do if product information is missing?

Accepted Answer

Do not make assumptions. Contact product support with the name, code and format so the team can confirm what information is available.

Question 49

Can the same product have different lot codes?

Accepted Answer

Yes. Separate batches of the same product or format can carry different lot codes and associated documentation. Use the code on the supplied label.

Question 50

Where is the batch test date shown?

Accepted Answer

Where a test date has been entered, it appears in the product batch details and the Batch Verification result.

Question 51

What should I do if a documentation PDF will not open?

Accepted Answer

Try opening the link in a current browser. If the problem continues, submit a Batch documentation enquiry with the order number, product code and lot code.

Question 52

Can batch information be updated?

Accepted Answer

Catalogue records can be corrected or supplemented when appropriate. Always review the currently linked record and document rather than relying on an older saved page.

Question 53

Does batch verification replace my laboratory's own review?

Accepted Answer

No. Verification confirms a catalogue association only. It does not replace independent review, laboratory procedures or assessment of the supplied documentation.

Question 54

What does in vitro use mean here?

Accepted Answer

It means use outside a living organism in a controlled laboratory setting for research or analytical testing. It does not permit administration to a person or animal.

Question 55

Can products be used for veterinary purposes?

Accepted Answer

No. Products are not for human or veterinary use and must not be administered to animals in any form.

Question 56

Is there a minimum age for ordering?

Accepted Answer

Yes. Customers must be at least 18 years old, legally capable of entering a contract and authorised to purchase for the stated laboratory-research purpose.

Question 57

Can Novaryn confirm whether my planned experiment is suitable?

Accepted Answer

Novaryn can clarify listed product and batch information but does not design experiments, approve protocols or provide medical, dosing or administration guidance.

Question 58

Can an order be declined on research-use grounds?

Accepted Answer

Yes. An order may be declined or cancelled where the stated purpose, customer information or other circumstances are inconsistent with the research-use conditions.

Question 59

Which contact-form subject should I choose?

Accepted Answer

Choose Order enquiry for an existing order, Peptide enquiry for a product question, Batch documentation enquiry for documents, or General enquiry for anything else.

Question 60

Why does the contact form ask for different reference information?

Accepted Answer

The conditional field helps the team locate the correct record: tracking number for an order enquiry, peptide for a product enquiry, and order number for a batch-documentation enquiry.

Question 61

Can I contact support by email instead of the form?

Accepted Answer

Yes. Email orders@novarynlabs.co.uk. Include the relevant order reference, product code, lot code or tracking number so the enquiry can be handled efficiently.

Question 62

Can support answer medical or administration questions?

Accepted Answer

No. Support cannot provide medical, dosing, administration, treatment or self-use guidance.

Question 63

Why might a reply appear in my spam folder?

Accepted Answer

Mailbox providers make their own filtering decisions. Add orders@novarynlabs.co.uk to your contacts and check spam or junk folders while waiting for order-related emails.

Frequently asked questions

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