Before you reach out
For the fastest help with an order, include your order number and — if your question is about a specific vial — the batch number printed on the label, so we can match it to the right certificate of analysis right away.
We’re a Canadian team and we typically reply within one business day. You can also look up any batch yourself on our Lab Testing page.
Research use only. All products are laboratory reagents and are not for human or veterinary use, consumption, or administration.
This is the contact page for Pure Peptides Canada, where researchers, purchasing departments and institutional buyers can get in touch about orders, documentation, product questions or shipping. Including an order number and, where relevant, the vial’s batch number lets the team match your question to the correct certificate of analysis on the first reply. Responses typically come within one business day from the Canadian team.
What to include depending on what you're asking
Most delays in resolving a question come down to a missing detail. A few seconds spent on the right reference number usually saves a round trip of emails.
- Order status or shipping: order number and the shipping postal code on the order.
- A specific vial: batch or lot number as printed on the label, plus the product name and stated quantity.
- Documentation requests: batch number and which document you need (certificate of analysis, HPLC chromatogram, mass spec data).
- Institutional or purchase-order buying: institution name, department, billing contact and whether you need a quote before the PO is raised.
- Bulk or repeat quantities: product, quantity and the timeline you’re working to.
- Damaged or incorrect shipment: order number and photos of the outer packaging and the vials as received.
Questions we can answer, and questions we can't
We can speak to product identity, purity data, batch documentation, storage and handling of the reagent as shipped, packaging, order status and Canadian shipping logistics. If a lyophilized vial arrived with the cake displaced or the stopper looks compromised, tell us — that’s ours to sort out.
We cannot advise on dosing, administration, protocols involving human or veterinary subjects, or any use outside a laboratory setting. All products are supplied as laboratory reagents for research use only, and questions of that kind will not be answered regardless of how they’re framed. Experimental design, reconstitution volumes for your own assay and interpretation of your results are decisions for the qualified researcher and their institution.
Documentation and quality queries
Every batch has analytical documentation tied to it, and the fastest route is often to look it up yourself on the Lab Testing page using the number on the label. Reach out directly if you need a document in a specific format for a grant file, an internal QA process or an institutional audit trail, or if the batch number on your vial doesn’t match what you expected to receive.
If your question is about whether a particular compound is available, what forms it comes in, or how it is packaged, say what your application requires rather than only naming the product. That usually gets you a more useful answer than a yes or no.
Shipping and receiving within Canada
Orders ship domestically, which keeps parcels out of cross-border customs holds and shortens the time material spends in transit. If your lab has a receiving dock with limited hours, a central mailroom, or a requirement that packages be addressed to a specific department or PI, tell us at the point of contact rather than after the parcel is moving.
For deliveries going to a university or hospital-affiliated site, an internal room or lab number in the address line prevents a parcel from sitting in a central receiving area longer than necessary.
Response times and follow-up
Replies typically go out within one business day. Weekends and Canadian statutory holidays extend that. If you haven’t heard back and it’s been longer, check your spam and quarantine folders first — institutional mail filters are the usual culprit, particularly where attachments like certificates of analysis are involved.
Keep the same email thread when following up. It keeps your order number, batch references and any documents already sent in one place, which means whoever picks up the message has the full history in front of them.
Common questions
How quickly will I get a reply?
Typically within one business day. Weekends and Canadian statutory holidays will add to that. Sending an order number and batch number up front usually means the first reply resolves the question rather than asking for more information.
Where do I find the batch number?
It’s printed on the vial label. Quote it exactly as it appears, along with the product name, so we can match your vial to the right certificate of analysis. You can also enter it yourself on the Lab Testing page to pull up the documentation.
Can you tell me how much to use or how to administer a product?
No. These are laboratory reagents supplied for research use only, and we don’t provide dosing, administration or protocol guidance for human or veterinary use. Experimental parameters are the responsibility of the qualified researcher and their institution.
My institution buys by purchase order. Who should I contact?
Get in touch through this page with your institution name, department, billing contact and the products and quantities you need. Say whether you require a formal quote before the PO can be raised, and note any vendor onboarding paperwork your purchasing office requires.
My order arrived damaged or isn't what I ordered. What do you need from me?
Send your order number, a description of the problem, and photos of the outer packaging and the vials as they arrived. If a lyophilized vial looks compromised or a stopper is damaged, include that detail — and hold the packaging until the matter is settled.
Can I ask about a product before ordering?
Yes. Pre-purchase questions about product identity, available forms, packaging, purity documentation and stock are all fair game. Describing what your application requires generally gets you a more useful answer than naming the compound alone.
Do you ship outside Canada?
Our shipping is set up for researchers across Canada. If you’re outside the country, contact us with the details of what you need rather than assuming either way.