Support
Frequently asked questions
Short, factual answers on requests, verification, storage and support.
Requests & Shipping
How long does a request take to process?
Requests received on a business day are usually prepared for dispatch within one to two business days. Tracking details follow as soon as the parcel leaves us.
Which regions do you ship to?
We ship domestically within the United States and to selected international destinations, including West Africa. Available services are confirmed with each request.
Is packaging discreet?
Yes. Outer packaging is plain and carries no material detail beyond what carriers require.
Can a request be amended?
If the shipment has not yet been dispatched, contact support and we will amend or withdraw it. Once dispatched, it follows our returns process.
Verification & Quality
How do I verify a batch?
Each vial carries a batch code printed on the label. Send that code to support and we will return the corresponding batch record and specification sheet.
Are products third-party tested?
Yes. Every batch is tested by an independent laboratory before release, and the report is available on request.
What does a certificate of analysis include?
Identity, purity, appearance and the analytical methods used, alongside the batch number and test date.
Storage & Handling
How should material be stored on arrival?
Store lyophilised material cold and away from light. Product-specific guidance is listed on each catalog listing and on the batch documentation.
Does shipping affect stability?
Lyophilised material is stable for the duration of normal transit. If a shipment is significantly delayed, contact us before use.
What is the shelf life?
Shelf life varies by compound and is stated on the specification sheet supplied with each batch.
Documentation & Support
How do I request a specification or batch record?
Email the material name and, where relevant, the batch code. We return the specification sheet and batch documentation directly.
How do I reach support?
Use the contact form or email support@viventra.com. We reply within one business day.
Are these products for human use?
No. All products are supplied for laboratory research use only and are not intended for human or veterinary use.