Common queries answered
Frequently Asked Questions
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 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.
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 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 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.
No. We only supply verified laboratories, research institutions, and qualified entities. Orders from individuals, consumers, or personal use accounts will be declined.
No. Our materials are labeled for Research Use Only (RUO) and are not intended for human or veterinary use. We do not distribute to pharmacies or clinical operations.
Can I purchase without a Lab Name?
A Lab Name is required to verify research affiliation. If you operate as an independent researcher, please list your LLC, academic group, or institutional affiliation. Accounts must be tied to an established research operation to be approved.
What purity standards do you follow?
All compounds are tested to meet or exceed 98% purity by High-Performance Liquid Chromatography (HPLC). Our analytical methods are based on USP <781> and USP <785>, and we follow ICH Q2(R1) guidelines for method validation and data integrity. At least 2% of each batch is randomly sampled and tested in-house before release. Any batch not meeting specifications is rejected.
For reconstituted products or materials requiring higher assurance, we perform endotoxin testing using protocols consistent with USP <85> Bacterial Endotoxins Test. Acceptable endotoxin levels are set below 0.25 EU/mL, unless otherwise specified.
Sterility is maintained through ISO 5 cleanroom processing, with sterile technique and sealed sterile vial caps used for all reconstituted compounds. While our products are not sterile by USP <71> standards and are not for clinical use, we follow strict aseptic handling to support research reproducibility and safety.
Can I request a Certificate of Analysis (CoA)?
Yes. Sample CoAs are available on every product page. For lot-specific documentation, including CoAs and any third-party test reports, please email lab@lonestar.io with your order number or the lot number printed on your vial.
How are reconstituted products labeled and handled?
All compounds are reconstituted the same day they are shipped to ensure maximum stability. Reconstitution is performed in an ISO 5 certified cleanroom, following sterile protocol. Vials are sealed with sterile vial seals and labeled with:
- Product name and lot number
- Reconstitution concentration (e.g., 2mg/mL)
- Storage conditions (e.g., “Store at -20°C”)
- Expiration date based on validated stability data
Do you provide third-party testing?
Yes. While all products are tested in-house according to USP and ICH Q2(R1) guidelines, we also offer third-party analytical testing upon request. To obtain these reports, email lab@lonestar.io with the product name and lot number.
Can I request a Certificate of Analysis (CoA)?
Yes. Sample CoAs are available on every product page. For lot-specific documentation, including CoAs and any third-party test reports, please email lab@lonestar.io with your order number or the lot number printed on your vial.
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Ordering & Approvals
How do I get approved to place an order?
To order from Lonestar Research, labs must first complete the onboarding process. This includes signing our Research Use & Confidentiality Agreement, submitting proof of lab or institutional affiliation, and confirming an understanding of Research Use Only (RUO) compliance. Once we receive the required documents, your account is typically approved within one business day.
Can I place bulk or recurring orders?
Yes. We accommodate both bulk orders and recurring shipments for labs conducting ongoing studies. Volume discounts are available. To discuss quantities, timelines, or pricing, please contact lab@lonestar.io.
Can I order via PO instead of using a credit card or ACH?
Yes. We accept purchase orders (POs) from approved labs. While credit card and ACH checkout options are available for speed and convenience, institutional POs are also supported. Please email your PO to lab@lonestar.io and we’ll process it promptly.
Shipping & Handling
What kind of packaging do you use?
All products are shipped in temperature-controlled packaging designed to keep internal temperatures below 26.6°C (80°F) during transit. This includes insulation and cold packs to maintain the required range for both lyophilized and reconstituted compounds. Reconstituted materials are shipped the same day they are prepared, further ensuring their stability and viability.
My cold pack was melted upon arrival—should I be concerned?
No. Our packaging is validated to maintain internal temperatures below 26.6°C (80°F) even if the cold pack melts during transit. This is by design. As long as your product arrives within the expected timeframe, temperature exposure will have remained within acceptable stability limits.
Do you ship with signature confirmation?
By default, we do not require a signature to simplify delivery. If your lab requires signature confirmation, just email lab@lonestar.io at the time of ordering and we’ll include it.