Support
How can we help?
Our Helyx Labs support team is here to assist with orders, shipping questions, product information, available documentation, damaged shipments, and general website support.
For assistance, email:
If you’re contacting us about an existing order, please include your order number so we can locate it quickly.
Order Support
Where can I check the status of my order?
Once your order has been processed and shipped, available tracking information will be sent to the email address used during checkout.
If you have a question about an existing order, email Helyxlabs@gmail.com and include your order number.
Can I change or cancel an order?
Contact us as soon as possible after placing your order. If the order has already entered fulfillment or has shipped, we may no longer be able to modify or cancel it.
Shipping Support
Where does Helyx Labs ship?
Helyx Labs currently ships within the United States only.
How much is shipping?
Standard U.S. shipping is a flat $11.99.
Qualifying orders with a merchandise subtotal over $150 ship free.
Where can I find my tracking information?
When tracking information becomes available, it will be sent to the email address associated with your order.
If you have not received tracking information or believe there is an issue with your shipment, contact support with your order number.
Damaged or Incorrect Orders
My order arrived damaged. What should I do?
If a vial arrives broken or with a compromised/open cap, contact Helyxlabs@gmail.com within 48 hours of delivery.
Please include:
- Your order number
- Clear photographs of the affected product
- Photographs of the shipping packaging
- A brief description of the issue
Eligible damaged-shipment claims will be reviewed according to the Helyx Labs Refund Policy.
I received the wrong product. What should I do?
Contact support with your order number and clear photographs of the products you received. Please do not discard the product or packaging until your support request has been reviewed.
Product Documentation
Where can I find Certificates of Analysis?
Each applicable product page includes a Certificate of Analysis tab.
When supporting documentation is currently available, you can access the report directly from that tab. Products without currently posted documentation are marked COA Coming Soon.
You can also visit the main COA Library to review available documentation.
Can support provide a COA?
Support can help locate documentation that is currently available for a product or batch.
A Certificate of Analysis should only be interpreted as applying to the product, sample, size and/or batch identified in the corresponding report.
Research-Use Support
Can Helyx Labs recommend products for personal use?
No. Helyx Labs products are offered strictly for laboratory research purposes.
Our support team cannot recommend products for personal use or provide medical, therapeutic, diagnostic, dosing, administration, reconstitution-for-human-use, or veterinary guidance.
Can support answer product questions?
Support can assist with information presented on the product listing, available sizes, order questions, and available product documentation.
Support cannot provide instructions for human or veterinary administration or advise customers regarding therapeutic applications.
Still have questions?
Can’t find the answer you’re looking for?
Contact the Helyx Labs support team and we’ll assist with your order, shipment, website question, or available product documentation.
Email: Helyxlabs@gmail.com
For order-related questions, please include your order number in your message.
Research Use Only · 21+ Purchasers · U.S. Shipping Only