FAQ
This FAQ is a quick summary of common questions we are frequently asked. For specific and detailed information related to terms and conditions, shipping and returns, privacy policy, or our cookie policy, please refer to those pages directly.
If you have any questions that are not answered here or in the previously mentioned pages, reach out to us by email, direct message, or through the form on our contact page and we will address your question (and may include it here in the future).
Materials (chemicals):
1. Are the available chemicals safe?
Our chemicals are intended for laboratory and scientific research only. While we focus on providing materials with no or low toxicity profiles for research and experiments, we do not guarantee the safety or efficacy of these chemicals for any purpose other than their intended use in research environments.
2. Do you sell any diet or nutritional supplements?
Absolutely not! All chemicals available through our site are for scientific experiments, research, and forensic purposes only. None of our chemicals should ever be used for human or animal consumption, as their safety profiles may not be fully understood.
3. Are there any special handling instructions for the chemicals?
Yes, some chemicals we sell may require special handling due to their sensitive or hazardous nature. General handling instructions will be included with each material we ship. It is the customer's responsibility to ensure that safe handling procedures are followed for transport, storage, disposal, etc. Please read our Terms & Conditions to understand all your responsibilities.
4. Can I get a free sample of a chemical before purchasing?
Due to the nature of our products, we generally do not offer free samples. However, smaller quantities of some chemicals may be available for purchase. Please contact us with specific questions.
5. Can you do custom synthesis for my project?
Our manufacturing partners provide all our materials and chemicals. We are not able to provide any custom synthesis work ourselves. Our multiple suppliers offer a wide range of products, many of which we don’t currently list. If there is something specific you're looking for, please ask your dedicated sales representative or contact us, and we will do our best to find it for you.
6. Do you provide safety data sheets (SDS) or certificates of analysis (COA) for your material/chemical products?
Yes, we provide safety data sheets with every chemical order and certificates of analysis upon request. Every batch of chemicals is tested for purity and composition to ensure quality.
7. Do you offer any guarantees for your chemicals?
While we ensure that our products are of the highest quality and meet the specifications provided, we cannot offer guarantees on experimental results due to the varied nature of research. Please refer to each product's page for any specific warranties that are available.
8. Do you offer bulk discounts?
Yes, we may offer discounts on bulk purchases from verified customers. For large orders, please contact your dedicated sales representative to inquire about special pricing.
Orders:
1. Can I call you with a question or to place an order?
We cannot answer questions or take orders over the phone. Our goal is to provide the absolute best customer service, the highest quality products, and lowest possible prices. We achieve those competing qualities by taking full advantage of technology and minimizing human involvement. We are available via email and direct messaging, which enables us to exceed customer satisfaction while reducing overhead and increasing efficiency.
2. Should I email my assigned representative to place my order?
Please place all orders through the website. Your dedicated sales representative is there to support you by answering product questions, assisting with package logistics, handling warranties, etc.
3. Can I cancel my order after it has been placed?
Orders can only be canceled up until they are processed. If you need to cancel your order, please contact us as soon as possible. Once you have received a tracking notification, it is too late for us to cancel the order.
4. Can I change my delivery address after the order has been placed?
You can change any delivery information prior to your items shipping. Once you have received a tracking notification, it is too late for us to change any delivery information. In that case, you will need to contact the courier (often USPS, but check your tracking notification to verify) as soon as possible to request changes.
Payment:
1. Do I have to use cryptocurrency to make a purchase?
While we only accept cryptocurrency payments for the products in our "Materials" category, we accept multiple types of payment for all other items, including credit cards.
If you are interested in learning more about cryptocurrency, we are currently compiling a list of resources to help new customers become familiar with crypto, its usage, and best practices. In the meantime, please contact us for any help you need getting started.
2. Why can't I pay with a credit card for my order?
We do not accept credit card payments for chemicals. If you’re purchasing supplies, equipment, or accessories along with any product from our "Materials" category, you’ll only be able to pay with cryptocurrency.
We encourage the use of cryptocurrency for all orders to help reduce costs. However, for chemical purchases, cryptocurrency payments are mandatory to prevent chargebacks and reduce fraud, as we do not accept returns on chemicals.
3. How do I make a cryptocurrency payment?
To pay with cryptocurrency for your order, choose "Cryptocurrency" at checkout (That may be the only option if you are purchasing an item in our "Materials" category).
With that option selected, complete the checkout process. Our automated systems will immediately email you with instructions for payment using Bitcoin, Ethereum, Litecoin, and Monero. It will also include instructions on how to request a payment address for lesser-known cryptocurrencies.
4. Can I pay for my order with [app name]?
We are always willing to consider alternative payment methods and to accommodate our customers' needs, so if you have a specific app that you prefer to use, and we can verify that it conforms to KYC (Know Your Customer) best practices and has a low propensity for fraudulent use, we will typically accept it.
If you have already been assigned a designated representative, please email them directly for more information prior to placing your order. If not, then reach out to us via any method on our contact page.
Shipping:
1. Can I pick up my order in-person?
No, in order to keep our prices low we do not maintain the necessary staffing infrastructure to support direct customer interactions.
2. How long does it take to ship my order?
All orders are processed the same day, 365 days a year.
Orders for in-stock items placed by 3 PM Eastern (12 PM Pacific), Monday–Friday, or by 1PM Eastern (10AM Pacific) Saturday (excluding holidays), typically ship the same day. Orders received outside these times are shipped the next business day. Items not in stock at the time of purchase are shipped as soon as they arrive from our suppliers. For product-specific shipping details, please refer to the shipping notice for each listing.
3. Do you provide order tracking?
Yes, we include tracking for free with every order. As soon as your order has been processed we will immediately email you the tracking number.
4. Some of the items I ordered are in stock and some are not, how do those ship?
We typically hold orders until we have every item in that order on hand to ship. This simplifies logistics and is more economical. We reserve the right to ship orders in multiple boxes, based on type and size.
5. Can I choose which shipping company is used for my order?
Certain products we offer are classified as hazardous materials and require specialized shipping methods. Our partnerships with shipping carriers determine the default methods we use for these items. However, if you have a strong preference for a specific carrier, please inform us prior to placing your order so we can confirm whether we can accommodate your request.
6. Will you ship to my country?
We currently limit sales to the United States. In the future we may consider opening up sales to other countries, so please contact us and let us know where you’re from so we can gauge international interest.
7. Do you offer private labeling or custom packaging?
Yes, we can provide private labeling and custom packaging for bulk orders. Please contact us directly for more information on these services.
Returns & Warranty:
1. Do you accept returns?
We accept returns on all our items for sale, excluding materials (chemicals), within 30 days of receipt, provided those items are complete, undamaged/new state, and in their original packaging. Items are not eligible for return if they cannot be resold as new due to missing parts, damage, wear, or lack of original packaging, etc.
We do not accept returns for any chemical. Sales for all products in our "Materials" category are final.
2. What is your warranty policy?
We have specific warranties for various products that will extend our 30 day, no-questions-asked return window. See the description for each product to see if it qualifies.
3. What if my package was lost or stolen?
Please contact your dedicated sales representative for directions regarding items that have been lost or stolen in transit. Please see our Shipping & Returns page for more information.
4. What if my order is damaged or defective?
If you receive a damaged or defective item, please notify us within 10 days of delivery. We will resolve the issue through a replacement, store credit, or refund at our discretion.
5. Do I have to pay for return shipping?
If you need to return an item, you will need to pay for return shipping. Contact your dedicated sales representative for directions and return address.
6. If I return an item, do I get store credit or my money back?
First, make sure to follow the correct procedure when returning an item to ensure it is within the 30 day return period or covered under an extended warranty. Please contact your dedicated sales representative to facilitate the return.
With your return, you will have two options:
- Store Credit: Receive 100% of the purchase price (minus shipping costs) once we inspect the returned item.
- Cash Refund: Receive a refund via your original payment method, minus shipping costs and a 20% restocking fee. Refund timing depends on the payment method and will be initiated after inspection.
See our Shipping & Return policy for complete details.
Reviews Policy:
1. Do I really get 10% off my next order for an honest review?
Absolutely! Submit your review using the form on our home page or by emailing your dedicated sales representative. We will generate a 10% off coupon exclusively for you (up to $100 in total savings, other conditions may apply).
2. Do you edit my review?
We reserve the right to modify reviews for content-related reasons, such as the removal of inappropriate language or for formatting purposes. However, we do not alter reviews to change their sentiment, and star ratings are always displayed as submitted. Additionally, we reserve the right to withhold reviews from publication, typically in cases where we cannot verify a legitimate purchase (e.g., suspected automated submissions). For more details, please refer to our Terms and Conditions.
3. Can I get credit for leaving a review on another site?
Yes, so long as the review is publicly available (not behind a paywall), is posted on a popular platform or community (e.g., not a personal blog), and we can verify your authorship, we will gladly offer a 10% discount on your next order as a token of our appreciation.
4. Can I leave more than one review for multiple coupons?
Yes, for a limited time only, you may submit up to two reviews on different platforms. As long as each review meets our eligibility criteria for the discount, you will receive a coupon for 20% off your next order (up to $100 in total savings, other conditions may apply).
5. Are there other ways to earn coupons?
We offer several opportunities for feedback and suggestions, often rewarding participants with exclusive discounts. Special coupon codes are typically available to existing customers during various holidays as a token of appreciation, and we also provide savings for referring friends. For more details on these and other promotions, please contact your dedicated sales representative.
Affiliate Partner Program:
1. What is your Affiliate Partner Program?
Our affiliate partners are valued customers who collaborate with us to promote Saturn Calibration. They leverage their social media platforms and other influencer channels to share our brand, while we support their efforts by providing exclusive discounts for their audience. In return, our partners are rewarded with benefits such as discounts, store credit, and monetary payments.
2. Are Affiliate Partners your employees?
No, our Affiliate Partners are independent promoters who operate on their own terms while adhering to specific standards we set for ethical and responsible brand promotion. If you have any concerns about the actions or conduct of one of our Affiliate Partners, please contact us immediately.
3. How do Affiliate Partners get rewarded?
Our Affiliate Partners earn rewards for every sale generated through the unique links they share on their social media platforms. Additionally, they continue to receive credit for repeat orders from those new customers. We collaborate with our Affiliates to create appealing coupons tailored to the products their audiences will find most valuable. As recognition for their efforts, Affiliates enjoy benefits such as store credit, cash payouts, and exclusive discounts.
In a constantly evolving marketplace, our Affiliates also serve as valuable sources of insight, providing feedback on their audience's preferences and helping us identify opportunities for future product launches
4. Can I become an Affiliate Partner?
Our Affiliate Partner program is a new initiative, and we are excited to welcome new members as we assess its impact and effectiveness. If you believe you have strong outreach potential and would be an amazing candidate for this program, we encourage you to apply through our Affiliate Registration portal.