Company
Frequently asked questions
Ordering
Who can buy?
Adults 21 or over who are purchasing for laboratory research and accept our Research Use Policy at checkout.
Do I need an institution?
No institutional affiliation is required, but every purchaser makes the research-use representations in our Research Use Policy (section 5) at checkout.
How do I pay?
Pay in seconds with Venmo or USDC. Place your order and your order page takes it from there. On your phone, the Venmo button opens the app with the amount filled in for @NuuVive; on a computer, scan the QR code with your phone. Just make sure your order number is in the note. Prefer USDC on Solana? Your order page shows the exact amount and a Solana Pay QR code for Phantom or any Solana wallet, and the order confirms itself as soon as the payment lands. We hold your order for 48 hours while you pay and ship as soon as the payment arrives.
Can I change or cancel an order?
Before dispatch, yes. Email support@nuuvive.com with your order number. Cancellations and refunds are governed by the Refunds & Returns Policy.
Quality and lab tests
How do I know what I received is what you say it is?
Check it at the source. Our lab reports are issued by an independent laboratory, and each one opens at that laboratory with its own report ID, so you read the original rather than a copy. The lab reports page lists them all. Every unit is also assigned to a lot at fulfillment and recorded against your order, so the lot number on the vial traces back to what we shipped.
Is the purity figure on a product page a test result?
Yes. The purity badge (for example “≥99% purity”) is the measured result on the supplier’s independent lab report, rounded down to a whole percent. The exact figure and the report number are in the lab report section of the same page, so you can check it with the laboratory. A pre-mixed blend shows each component’s purity from that component’s own report, and its badge is set by the lowest. It is a test of the supplier’s material, not of your individual vial.
What if my own independent test disagrees with your lab test?
Send us the report and the lot number and we will refund the order. The terms are in section 5 of the Refunds & Returns Policy. Publishing independent lab reports is only worth anything if we are held to them.
Shipping and returns
Where do you ship, and how long does it take?
Within the United States only. Order by 4 PM Pacific on a business day (Monday to Friday) and it ships the same day, once payment has cleared; later orders ship the next business day. Carriage, tracking and the free-carriage threshold are on the Shipping Policy.
How should I store a vial when it arrives?
Sealed vials are stored at −20°C for the long term, or 2–8°C for the short term, protected from light and moisture, in a facility appropriate for laboratory materials. Storage and handling after delivery are the purchaser’s responsibility. See the Shipping Policy.
Something arrived damaged, or did not arrive at all.
Tell us within 30 days of delivery and we will replace or refund the item, whichever you prefer. You do not need to send anything back. A photo helps us claim against the carrier, but it is not required. Details are in the Refunds & Returns Policy.
Can I return something I no longer need?
Yes. Unopened, sealed vials can be returned within 30 days of delivery for a full refund of the items, for any reason. Email support@nuuvive.com with your order number and we will send return instructions. See the Refunds & Returns Policy.
Privacy
What do you keep about my acknowledgment at checkout?
The exact wording you agreed to and the time you agreed to it, stored against the order — not a yes/no flag, which would record nothing about what was actually agreed. Retention periods are in section 5 of the Privacy Policy.
Do you advertise or track me across other sites?
No. We set no advertising or retargeting cookies and we do not sell or share personal information for behavioral advertising. See the Cookie Policy.
Still stuck?
Write to us — details and routing are on the contact page. We answer within one business day.