Help and contact

About an order

• Track an order: enter the order number and the email you used at checkout to open your order page, with its status, tracking and the lot of every item.
• A problem with an order, such as a parcel that has not arrived or a missing, wrong or damaged item: open your order page with Track an order, the link in your order emails, or your account, and use Report a problem with this order. The order number comes with your report. You can also email us at support@eluteresearch.com with the order number.
• Invoice, receipt and a copy of the packing slip: on your order page, under Order documents, ready to print or save as PDF.
• Order the same items again: use Order again on your order page; the cart shows today's price, lot and availability.

What to include

• Your order number (for example US-000123) for questions about an order.
• The lot ID printed on your packing slip for questions about a lot. You can also look up the lot yourself.
• For damaged packages, photos of the package and the vials.
• The email you used at checkout, if you write from another address.

We answer questions about orders, shipping and lot documentation. We do not answer questions about using products in people or animals.