Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
How long does it take for me to receive my order?
Most orders ship via FedEx Second Day Air, with delivery occurring within 2 business days of shipment. Orders placed Monday–Wednesday typically ship the same day if received by 2 PM CST. To maintain product stability, especially for reconstituted compounds, we do not ship Thursday through Sunday. Those orders will ship the following Monday using temperature-controlled packaging designed to maintain internal temperatures below 26.6°C (80°F).
To create an account, complete our lab verification process, which includes:
- Signing our Research Use & Confidentiality Agreement
- Submitting proof of lab or institutional affiliation
- Confirming understanding of our Research Use Only policy
Once received, we typically approve accounts within one business day. Start at lonestar.io/register
How do I change my shipping address?
If your order hasn’t shipped yet, email us immediately at lab@lonestar.io with your order number and new shipping address. Once an order is in transit, shipping changes are no longer possible.
How do I track the status of my order?
Once your order ships, you’ll receive an email with tracking information. You can also log into your account at lonestar.io to view order history and real-time tracking updates.
Will you keep my credit card information on file?
No. For security and compliance reasons, we do not store credit card information on our servers. All payments are processed through a secure, PCI-compliant third-party gateway.
If you choose to pay via ACH, your authorization form is securely stored and only needs to be signed once per billing account, unless you request changes.
Yes, we charge sales tax where required by law unless your organization provides a valid tax exemption certificate. To submit exemption documentation, email lab@lonestar.io before placing your order.
We currently only ship within the United States. International shipping is not available at this time.
Will my items come in one package?
 Most orders ship in a single temperature-controlled package. If an item is on backorder, we will ship the available items immediately and send the remainder at no additional cost once it clears QC—typically within 2–4 weeks.
If you need to swap an item
Returns and Exchanges
All sales are final due to the sensitive nature of research materials. However, we offer a one-time money-back guarantee in the event of a documented issue. This policy applies once per customer or lab.
We’re sorry for the mix-up. Email lab@lonestar.io within 48 hours of receiving your shipment, and we’ll correct the issue promptly.
If your shipment or vials arrived damaged, please email lab@lonestar.io with photos and your order number within 48 hours of delivery. We’ll assess the situation and resolve it accordingly.
Where should I mail my authorized return?
We do not accept returns under any circumstances due to the sensitive and perishable nature of our research materials. If there is an issue with your order, please contact us at lab@lonestar.io within 48 hours of delivery, and we’ll work with you to resolve it.
How do I receive customer support?
You can reach us by email at lab@lonestar.io. We respond to all inquiries within one business day.
What do I do if I entered an incorrect shipping address?
Contact us immediately at lab@lonestar.io. If the order hasn’t shipped, we’ll update the address. If it has already shipped, rerouting is unlikely but we’ll do our best to help.
Can I change or cancel an order after I’ve submitted it?
If your order has not yet been processed, we may be able to cancel or modify it. Email lab@lonestar.io as soon as possible with your request and order number. Orders already in progress cannot be changed or canceled.
Can I pre-order an item that is sold out?
Yes. If a product is out of stock, you may still place an order. We’ll ship all in-stock items immediately and ship the backordered item separately at no charge once it clears QC (usually within 2–4 weeks). If you’d like to reserve a high-volume or time-sensitive item, contact us at lab@lonestar.io.