Frequently Asked Questions
Straight answers on ordering, documentation, shipping, and accounts — no digging required.
Here are the answers to what we hear most often, grouped by topic so you can jump straight to what you need. Don’t see your question? Our Contact page routes it to the right team.
Ordering
Do I need an account to place an order?
You can browse the catalog without an account, but an account is required to complete checkout. Creating one lets you track order status, access your order history, and view documentation linked to your past purchases.
Can I change or cancel an order after it has been placed?
Contact support as soon as possible after placing an order. We can typically accommodate changes or cancellations before an order enters fulfillment, but once an order has shipped it cannot be altered or canceled.
Is there a minimum order requirement?
Standard retail orders have no minimum. Labs and institutions placing recurring or bulk orders should mention their organization and estimated volume when they contact us for faster routing.
What payment methods do you accept?
Accepted payment methods are shown at checkout and may vary based on order size and account status. If a payment method you expect to use is not available at checkout, contact support before placing your order.
Shipping
How quickly are orders processed?
Orders are processed within our standard handling window before shipment; current processing times are listed on our Shipping Policy page. Processing time is separate from carrier transit time.
How is my order packaged?
Orders ship in secure, temperature-appropriate packaging via standard commercial carrier, with shipping documentation identifying the shipper and order number per standard carrier requirements. Full detail is available on our Shipping Policy page.
Do you ship internationally?
We ship to a defined set of domestic and international destinations, subject to applicable import and export regulations. Availability by destination is confirmed at checkout, and customers are responsible for compliance with their local import laws.
How do I track my order?
Once an order ships, you will receive a tracking number by email and can also view tracking from your account's order history. See Track Your Order for more detail.
Documentation
Where do I find a Certificate of Analysis (COA) for my product?
Contact us with the product name and, if you have it, the lot number printed on your product label and packing slip. Our team will follow up directly — documentation availability varies by product and lot.
What if documentation for my lot isn't listed yet?
Contact support with your order number and lot number. We will confirm whether documentation is pending, in process, or unavailable for that specific lot.
What is the difference between a COA and an SDS?
A Certificate of Analysis (COA) reports the identity and, where tested, purity of a specific manufacturing lot. A Safety Data Sheet (SDS) covers handling, storage, and safety information for a material generally, independent of a specific lot. Both are available through the Royal Archive where applicable.
Account
How do I reset my password?
Use the "forgot password" link on the account login page to receive a reset email. If you do not receive it within a few minutes, check your spam folder or contact support.
Where can I view my order history and documentation?
Your account dashboard lists past orders, current status, and — where applicable — links to associated documentation for the products in each order.
Can I update my shipping or billing information?
Yes. Shipping and billing details can be updated from your account dashboard for future orders. Orders already placed and processed cannot have shipping details changed; contact support if you need to address an in-progress order.
Research Use
Who can purchase from PK Research Labs?
Our products are offered solely for qualified laboratory and research use, and purchase requires acknowledgment of our Research-Use Policy at checkout. We do not sell for human or veterinary consumption, diagnosis, or treatment.
Can you advise me on dosing or how to use a product?
No. We do not provide dosing, injection, administration, or treatment guidance of any kind, for any purpose. Our support team can answer questions about orders, shipping, documentation, and account issues only. Researchers should rely on their own institutional protocols and published research literature.
Why do I have to acknowledge a research-use statement before checkout?
The acknowledgment confirms that you understand our products are intended for laboratory and research use only, consistent with how they are manufactured, tested, and documented. It is a condition of purchase, not a formality. Full detail is in our Research-Use Policy.
Still have questions?
We're glad to help. Reach out about orders, documentation, or your account and a real person will get back to you.
Contact Support