Frequently Asked Questions

Need help or have a quick question?

Please review our frequently asked questions. This is the fastest way to solve most problems.

COMMON QUESTIONS

What countries do you ship to?

We ship within the United States and Canada. We are working diligently to be able to provide our products to the UK and the EU within the near future.

What payment methods do you accept?

We accept several payment options. You can provide payment with AMEX/VISA/Mastercard, or with cryptocurrency such as Bitcoin or Ethereum.

Can I modify or cancel my order?

Yes, please e-mail support@insightchem.com within 2 hours of placing your order if you wish to modify or cancel your order. Your order can only be modified or canceled if it has not been shipped. Our team will assist you in modifying or canceling your order and issuing a refund if applicable.

How long does it take for my order to be delivered?

Once your order is placed and processed, it will ship within 24-48 hours excluding weekends and holidays. The estimated time of arrival for orders shipped within the US is 2-5 business days. Please note that once your order has shipped from our facility, we have no control over any type of delays, so we are unable to guarantee the exact time of arrival.

How can I receive discount codes?

ACCOUNT

Do I need an account to order?

An account is not required to order, but order history is only available for registered users who have created an account. Orders placed as a guest are not visible unless you register an account with the same email address you used for checkout.

I forgot my password, how do I reset it?

Please visit the following page to reset your password: https://insightchem.com/my-account/lost-password/

How do I view my order history and order status?

To view your order history and order status, log in with your account and click on the My Account page, then the Orders page.

When will I receive an email back from support?

We typically respond within 24 hours of your inquiry.

Why was I added to our no-sell list?

We offer our products for research use only. If we have reasonable suspicion that you intend to use our products outside their intended purpose, we will add you to our no-sell list, meaning we will permanently reject any placed orders. We are required by law to fulfill this obligation.

PAYMENT

What currency are your products denominated in?

All of our products are dominated in U.S Dollar.

My purchase has been declined but my credit card is working.

Please make sure that the information you have entered, such as your billing address, matches the information your credit card has on record. If issues persist, please email our team at support@insightchem.com

Can I use an old discount code for a new order?

Unfortunately, you can not. Please sign up for our newsletter so you can receive up-to-date discount codes and promotions.

I placed an order and did not receive an email confirmation.

Please check your spam folder. If you still have not received it, please email support@insightchem.com

SHIPPING

Do you offer FREE SHIPPING?

Yes, we offer free shipping on domestic orders over $150 and international orders over $250.

Do you ship to P.O. boxes?

No, we do not ship to P.O. Boxes.

Why hasn’t my order shipped yet?

We offer same day shipping if ordered before 6AM EST Monday-Friday, if ordered after the deadline or on the weekend we will ship the next business day. If your order has not shipped within three business days, please email support@insightchem.com

Do you offer returns?

Returns are subject to prior approval. To initiate a return, please email support@insightchem.com with your reason for return, for approval. Products must be returned in original packaging, with the original label attached, and the return must be completed within 14 days. Customers are responsible for the cost of return shipping.

Do you offer guaranteed shipping?

We offer free reships in case your package has been marked delivered by the courier but you have yet to receive it. We advise you to first contact your courier to ask about the whereabouts of your order. Provided is a list of national couriers and their customer service numbers:

Fedex Customer Support: 1 (800) 463-3339

UPS Customer Support: 1 (800) 742-5877

DHL Customer Support: 1 (800) 225-5345

If your package has still not shown up, please contact us at support@insightchem.com. For liability reasons, we require you to file a claim with your courier and/or police department and provide proof of the claim. Additionally, we may require you to sign a legal affidavit to submit to our insurance company, so we can offer you a free reship.

What happens if my order is damaged during shipping?

All items are shipped securely to ensure safe arrival. If your order was damaged during shipping, please contact us at support@insightchem.com with photographic evidence. Once verified we will ship you a replacement. File a claim no later than 2(two) days from when it was marked delivered.

My order contains a wrong or missing item.

All orders are documented and photographed before shipment. If your order contains a missing or wrong item, please contact support@insightchem.com. Once verified we will ship you the correct items. File a claim no later than 2(two) days from when it was marked delivered.

General shipping questions.

If you have any other questions related to the delivery of your order, please contact us at support@insightchem.com