Questions, answered plainly.

Orders are accepted for qualified laboratory research settings. Placing one is a statement that the material will be received and handled by someone competent to do so, within the applicable rules of your institution and jurisdiction. We cannot assess those rules for you, and a product being listed is not a statement that your local rules permit it.

Three reasons account for almost every case:

• It is still in review, or on hold because the supplier documentation behind it is incomplete.
• It is not available for the destination you are ordering to. Eligibility is decided per product, not once for the whole catalog.
• It was withdrawn from the catalog.

Tell us the product and what your institution requires, and we will tell you plainly what documentation exists for it and what does not. We would rather answer a specific question in writing than publish a general claim that does not fit your case.

All sales are final. Because these are research materials whose storage conditions cannot be verified once they leave us, a returned item cannot be resold and cannot be accepted back. The narrow exceptions — a shipment that never arrived, arrived damaged, or was not what you ordered — are set out in the return policy.

Prices are held on the server, per option and per market, and cannot be altered from a browser. What you are shown for your destination is what will be charged. Where a subscription is involved, the price is fixed to what you selected when it started and any change is announced before it applies.

We keep what is needed to run an account, an order and the support around it. Raw card numbers never reach us. You can request an export or a deletion at any time. The privacy policy sets out what is held, for how long, and what happens to records we are required to retain.

Novapure products and educational materials are intended for qualified laboratory research only. They are not medicines and are not for human consumption. Nothing on this site is medical advice.