HELP CENTER
Frequently Asked Questions
Find answers about ordering, shipping, research products, testing documentation, and more.
Ordering & Payments
Answers to common questions about placing an order, checkout, payment options, and promotions.
How do I place an order?
Simply browse our online store, add the research products you’d like to purchase to your cart, and proceed to checkout. Follow the prompts to enter your shipping information, select an available payment method, and complete your order.
Once your order and payment have been successfully received, you’ll receive an order confirmation. Orders are typically processed and shipped within 1–2 business days.
All NorthStar Compounds products are intended strictly for laboratory and research purposes and are not for human or animal consumption.
What payment methods do you accept?
We offer several convenient payment options at checkout. Available payment methods will be displayed during checkout and may vary from time to time.
Simply select your preferred available payment method and follow the instructions provided to complete your order. Orders are processed once payment has been successfully confirmed.
Can I change or cancel an order after it has been placed?
If you need to change or cancel an order, please contact us as soon as possible. We’ll do our best to accommodate your request if the order has not yet been processed or shipped.
Once an order has been processed or shipped, we may no longer be able to make changes or cancel it. Because we work to get orders out quickly, we recommend reaching out immediately if you notice an issue with your order.
Shipping & Delivery
Answers to common questions about shipping and delivery.
How quickly will my order be processed and shipped?
Orders are typically processed and shipped within 1–2 business days after payment has been successfully received. We work hard to get orders out as quickly as possible, and most orders ship either same day or within 24 hours.
Once your order ships, you’ll receive tracking information so you can follow its progress. Please note that weekends, holidays, or periods of unusually high order volume may occasionally affect processing times.
How much does shipping cost?
Shipping costs are calculated at checkout based on the available shipping options for your order. USPS Ground Advantage costs $10 and USPS Priority Shipping costs $15. We also offer free shipping on qualifying orders over $100.
Your available shipping methods and any applicable charges will be clearly displayed before you complete your purchase.
How do I track my order?
Once your order has shipped, you’ll receive an email with your tracking information. You can use the tracking link provided in that email to follow your package and view the latest delivery updates.
Please allow a little time for the carrier to scan your package and for tracking information to begin updating after you receive your shipping confirmation.
What should I do if my tracking hasn't updated?
It’s normal for tracking information to occasionally take some time to update after your order has shipped. Carriers may also experience delays between scans while a package is in transit.
If your tracking has not updated for several business days or your package appears to be significantly delayed, please contact us with your order number. We’ll be happy to review the tracking information and help determine the next steps.
What happens if my package is lost or arrives damaged?
If your package appears to be lost in transit or arrives damaged, please contact us as soon as possible with your order number and details about the issue. For damaged shipments, we may also ask for photos of the package and affected items so we can properly review the situation.
We’ll work with you and the shipping carrier, when applicable, to investigate the issue and determine the appropriate next steps in accordance with our Shipping and Refund & Returns Policies.
Can I change my shipping address after placing an order?
If you need to change your shipping address, please contact us as soon as possible. We’ll do our best to update the address if your order has not yet been processed or shipped.
Once an order has been shipped, we are unable to change or redirect the delivery address. Customers are responsible for providing a complete and accurate shipping address at checkout, so we recommend reviewing your information carefully before submitting your order.
Are my compounds affected by heat during shipping?
Our products are shipped in their lyophilized (freeze-dried) form, which is considerably more stable during transit than products that have been reconstituted into solution. Normal temperature fluctuations that occur during the shipping process are not generally expected to compromise the integrity of properly packaged lyophilized research compounds.
Upon delivery, we recommend following the storage instructions provided for the specific product. For long-term storage, keep products properly stored and protected from excessive heat, moisture, and direct sunlight.
All NorthStar Compounds products are intended strictly for laboratory research purposes and are not for human or animal consumption.
Products & Research
Important information about our products, intended use, storage, and handling.
What does "Research Use Only" mean?
“Research Use Only” means that our products are sold exclusively for legitimate laboratory, analytical, and scientific research purposes. They are not approved or intended for human or animal consumption, medical treatment, diagnosis, or therapeutic use.
By purchasing from NorthStar Compounds, customers acknowledge that they understand these limitations and will use the products only for lawful research purposes in accordance with our Terms & Conditions.
Do products need to remain refrigerated during shipping?
No. Our products are shipped in their lyophilized (freeze-dried) form and do not require continuous refrigeration during normal transit. Lyophilization removes most of the moisture from the product, which generally improves stability compared with material in solution.
Once your order arrives, we recommend following the storage instructions provided for the specific product and keeping it protected from excessive heat, moisture, and direct sunlight.
All NorthStar Compounds products are intended strictly for laboratory research purposes and are not for human or animal consumption.
Can NorthStar provide instructions for personal use or dosing?
No. NorthStar Compounds cannot provide instructions, recommendations, or guidance regarding personal use, dosing, administration, or reconstitution for human or animal use.
Our products are sold strictly for legitimate laboratory and research purposes and are not intended for human or animal consumption. Our customer support team can assist with questions related to orders, shipping, product documentation, and other research-related information.
Testing & COAs
Learn more about independent testing, Certificates of Analysis, and finding documentation for your batch.
Are NorthStar Compounds products independently tested?
Yes. NorthStar Compounds utilizes independent third-party laboratory testing to verify the identity and purity of our research products. We believe transparency is an important part of earning our customers’ trust, which is why testing documentation is made available through our online COA library.
Customers can review available Certificates of Analysis (COAs) associated with our products and batches directly on our website.
Where can I find Certificates of Analysis?
Certificates of Analysis (COAs) are available in our COA Library on the NorthStar Compounds website. There, you can view available independent third-party testing documentation for our products and batches.
If you’re unable to locate the COA you’re looking for, please contact us and we’ll be happy to assist.
A QR Code is also printed on vial labels for quick access to testing records.
What information is included on a COA?
A Certificate of Analysis (COA) provides laboratory testing information for a specific product or batch. Depending on the testing performed, a COA may include details such as the product identity, batch or sample information, purity results, quantity or content verification, testing methods, and the date of analysis.
Our COAs are provided by independent third-party laboratories so customers can review the available testing documentation associated with our research products.
What does purity and net content mean on a test report?
Purity refers to the percentage of the tested material that matches the compound being analyzed, relative to detected impurities or related substances.
Net content refers to the measured amount of the target compound present in the tested sample. For example, a product labeled as 10 mg may have testing performed to determine the actual quantity of the target compound contained in the sample.
These measurements provide different information: purity evaluates how pure the tested material is, while net content evaluates how much of the target compound is present.
Why can test results vary slightly between batches?
Slight variations between test results are normal and can occur even when products meet the same quality standards. Differences may result from normal manufacturing tolerances, individual sample variation, laboratory testing methods, equipment calibration, and measurement uncertainty.
This is why we utilize independent third-party testing and provide batch-specific Certificates of Analysis whenever available. Reviewing the COA associated with a particular batch provides the most accurate testing information for that product.
Returns & Support
Answers about order issues, returns, damaged shipments, and contacting our team.
What is your return and refund policy?
Due to the sensitive nature of our research products and our commitment to quality control, all sales are final. We do not accept returns or offer refunds for ordering errors, changes of mind, or misuse.
If your order arrives damaged or defective, or you receive the wrong item, please contact us within 48 hours of delivery. Include your order information, a description of the issue, and clear photos so our team can review the situation and determine eligibility for a replacement.
Refunds are considered only in rare circumstances, such as when an order was never delivered due to an error on our part or when an eligible replacement is not possible.
For assistance, please contact our support team at support@nscompounds.com.
What should I do if my order arrives damaged?
If your order arrives damaged, please contact us as soon as possible and provide your order number, a brief description of the issue, and clear photos of the damaged item and packaging.
Our team will review the information and determine the appropriate next steps in accordance with our Refund & Returns Policy. Please keep the damaged product and original packaging until your claim has been reviewed.
What if I received the wrong item or something is missing?
If you receive the wrong item or something is missing from your order, please contact us within 48 hours of delivery. Include your order number, a brief description of the issue, and photos of the items and packaging you received, when applicable.
We’ll review your order and work to correct any verified packing error as quickly as possible. Please keep all original packaging and items until our team has completed its review.
What should I do if there is an issue with a product I received?
If you believe there is an issue with a product you received, please contact us as soon as possible with your order number, product name, and a detailed description of the issue. Photos or other relevant information may also be requested to help us properly review your concern.
Our team will evaluate the information provided and determine the appropriate next steps in accordance with our policies. Please keep the product and its original packaging while the issue is being reviewed.
How do I contact NorthStar Compounds?
You can contact the NorthStar Compounds support team by emailing support@nscompounds.com or by using the contact form on our website.
When contacting us about an existing order, please include your order number and a brief description of your question or concern so we can assist you as quickly as possible.
How quickly will I receive a response from support?
We strive to respond to all customer inquiries as quickly as possible, typically within 24 hours. Response times may occasionally be longer during weekends, holidays, or periods of high order volume.
To help us assist you faster, please include your order number and any relevant details when contacting us about an existing order.
NEED MORE HELP?
Still Have Questions?
Can’t find the answer you’re looking for? Send us a message and our team will be happy to help.