Support
Frequently asked questions.
Clear answers about research use, 99% purity, lot documentation, accounts, ordering, shipping and support.
Products & permitted use
What are Lucem Standard products intended for?+
They are supplied strictly for lawful laboratory research and analytical use. They are not for human or veterinary consumption, clinical use, diagnosis, treatment, cure or prevention of disease.
What does the milligram amount mean?+
It identifies the labeled quantity of research material in the vial. It is not a dosage or administration recommendation.
Can support provide dosing or reconstitution instructions?+
No. Lucem cannot provide dosing, administration, treatment, cycle, protocol or human/animal-use guidance. Support can help with orders, product labels, lot records and COA access.
Who may create an account?+
Customers must be at least 18, legally able to purchase the materials in their jurisdiction and qualified to handle them for lawful research. Account access may be limited when information suggests prohibited use.
Testing & COAs
What is Lucem’s purity standard?+
Lucem’s stated release standard is 99% purity. The exact result, test method and scope reported on the specific lot’s COA are the controlling record.
What is a Certificate of Analysis?+
A COA is a laboratory report describing the submitted sample, test method and reported result. Search the COA page by compound or lot, then match the lot number to the product label.
Does a purity result prove sterility or content?+
No. Identity, chromatographic purity, vial content, endotoxin and sterility are separate analytical scopes. A COA establishes only the tests and results it specifically reports.
Where do I find my lot number?+
The lot identifier appears on the product label or packaging. Include it when requesting documentation or reporting a product issue.
Accounts & orders
Do I need an account to order?+
Yes. Create an account with an email address and password, then confirm that you are at least 18 and a qualified researcher purchasing only for lawful research use.
Can I change or cancel an order?+
Contact support immediately with the order number. Changes are not guaranteed once payment is processed or fulfillment has begun.
Can institutions request larger quantities?+
Yes. Email support with the compound, quantity, destination and documentation requirements. All requests remain subject to availability and compliance review.
Shipping & delivery
When is shipping complimentary?+
Qualifying merchandise orders of $200 or more receive complimentary shipping. Taxes, prior purchases and excluded services do not count toward the threshold.
What does two-day shipping mean?+
Two-day service describes estimated carrier transit after dispatch, not order-processing time or a guaranteed delivery date. Available services appear at checkout.
What if an order arrives damaged or incomplete?+
Contact support promptly with the order number and clear photos of the shipping carton, packing material, product label and affected item. Keep all packaging while the issue is reviewed.
Support
How do I contact Lucem?+
Email support@lucemstandard.com. For order questions include the order number; for documentation questions include the product and lot number.