For anything related to orders, products, COAs, partnerships, or policies — write to us. We reply within 24 business hours (Mon–Fri). The founder reads every email personally.
sales@example.com
What to write us about:
- Pre-purchase questions — availability, batch-specific COA, solvent compatibility
- Order tracking — if the tracking email has not arrived within 48h of order
- Product issues — broken vials, wrong label, content not matching the COA
- Refunds and returns — within 14 days of receipt for unopened items
- Wholesale partnerships — recurring orders above €500 EUR
- Press, podcast, citation requests — media section
Response times
- Standard email: within 24 business hours (Mon–Fri)
- Batch-specific COA request: within 24 business hours
- Post-shipment tracking query: immediate if the order is already dispatched
- Urgent product issue: priority, within 12 business hours
Registered office
Orion Ecommerce Limited
Registered in Hong Kong, Business Registration No. 79643031
Registered office: RM03, 24/F, Ho King Comm Ctr, 2-16 Fa Yuen St, Mong Kok, Hong Kong
EU dispatch warehouse: ul. Szczecinska 49, docks 45-48, 66-400 Gorzow Wielkopolski, Poland
For authorised returns, the operational warehouse address is provided by email after a return request is opened.
What we do NOT handle via email
- Dosage advice, human protocols, veterinary use. Our products are for laboratory research only. For any protocol involving a living organism, consult a qualified physician or veterinarian.
- Replies in languages other than English or Italian. Other languages take longer.
- Phone calls. Everything happens by email to keep a written trail. If a call is needed to discuss a partnership, it is scheduled by email.
AI assistant
Kira — our AI assistant — is available bottom-right on every page. It answers shipping, COA, quality, payment, and order-status questions instantly. For complex or batch-specific issues, Kira hands off to sales@example.com.