Frequently Asked Questions (FAQ)
Last updated June 23rd, 2025
How do you store and handle the products?
All Candor Chemicals products are carefully stored and handled in our warehouse according to their specific storage requirements to ensure optimal stability, quality, and integrity.
How should I store and handle the products?
Each product page includes specific storage and handling instructions tailored to maintain product stability and quality. Please refer to the individual product page for detailed guidelines on proper storage and handling.
What kind of tests do you perform on the products?
All Candor Chemicals products undergo rigorous testing for identity and purity. Additionally, our liquid products are tested to verify batch potency, ensuring consistent quality and reliability for your research needs.
How do you verify your product quality and purity?
Purity and identity tests are typically conducted together as part of an HPLC-MS analysis, but we also employ labs which use NMR for identification and quantitation. Batch potency testing of liquid products is typically conducted via UV/VIS spectrophotometry.
What is independent third-party testing?
Independent third-party testing means our products are analyzed by unbiased, accredited laboratories, not by us. Every product batch at Candor Chemicals includes a Certificate of Analysis (CoA) verifying identity, purity, and safety. These tests ensure you receive exactly what you ordered, at the quality we promise.
How are your products made?
Candor Chemicals’ products are synthesized in state-of-the-art, controlled laboratory environments using advanced scientific processes. Each batch undergoes rigorous independent third-party testing to verify purity, quality, and identity. Our strict quality assurance practices ensure consistent, reliable research materials for your experiments.
Can I perform lab testing of your products?
Yes! At Candor Chemicals, we encourage independent verification. We’re transparent about our quality and openly share our third-party Certificates of Analysis (CoA). If you’d like to conduct your own lab tests, you’re absolutely welcome to do so, our priority is ensuring you trust and verify the quality of your research materials.
Why don’t you sell x product?
At Candor Chemicals, we continually evaluate and expand our product offerings based on demand, regulatory guidelines, and our commitment to quality. If you’re looking for a specific product we don’t currently carry, please feel free to contact us directly, we’d be happy to discuss your needs or answer further inquiries.
My solution has flakes, precipitated, crystallized or separated?
If your solution appears to have flakes, precipitates, crystallizes, or otherwise separates, please discontinue use immediately. If the affected product is unopened or was purchased within the last 30 days, contact us at [email protected] to arrange for an exchange or replacement.
What’s the difference between a powder and a solution?
A powder is the pure, solid form of a compound, typically requiring weighing and dissolving before use. A solution, on the other hand, is a pre-dissolved liquid form at a specific concentration, ready for immediate use. Candor Chemicals offers both forms to meet different research preferences and convenience needs.
In what forms are your products available?
Candor Chemicals’ products are available primarily in two forms: powder and solution. Powders are pure, solid-state compounds that can be precisely weighed and dissolved by the researcher. Solutions are pre-dissolved compounds provided at exact concentrations, ready for direct application in your experiments.
How do I create an account?
Creating an account is easy. Simply click the “Login” button at the top-right corner of our website, then select “Sign Up” on the following screen. Enter your details, verify your email address, and you’re all set! You can also conveniently create an account during the checkout process when placing an order.
Is my data safe?
Yes. Candor Chemicals prioritizes your privacy and security. We use SSL encryption on all connections, keeping your data fully protected. Additionally, we partner with an independent third-party security company to regularly audit and strengthen our security measures, ensuring your information remains confidential and secure.
How do I verify my email or resolve an email verification issue?
After signing up, please allow up to 10 minutes to receive your verification email. If you don’t see it in your inbox, remember to check your spam folder as well. If you still haven’t received the verification email or encounter issues, please contact us, we’re here to help!
I didn’t get the email to verify my account. What should I do?
If you haven’t received your verification email within 10 minutes, please check your spam or junk folder. If you still can’t find the email, feel free to contact us, we’ll gladly assist you in verifying your account.
The product I want is out of stock / How often do you restock?
We regularly restock our inventory to maintain availability. However, exact restock times can vary based on product demand and production schedules. If a product is currently out of stock, feel free to contact us, and we’ll be happy to provide you with an estimated restock date or suggest alternatives.
What is your refund policy?
We offer a 30-day money-back guarantee on unopened, sealed, and undamaged products. To request a refund, please contact us at [email protected] with your order details. Refunds are processed via Zelle or bank transfer within 5–10 business days after receiving your return. If your product arrived damaged, incorrect, or failed independent testing, we will cover return shipping. Please note that opened items, custom orders, and frequently repeated return requests may not qualify for refunds. See our Shipping & Returns page for full details.
I received the wrong item, my order is incomplete, or my order was damaged. What should I do?
We apologize for any inconvenience. Please immediately contact us at [email protected] with your order number and clear photos of the received items and packaging. We’ll promptly resolve the issue by sending the correct or missing items, providing a replacement, or issuing a refund, as appropriate.
How can I modify or change my order?
If you’d like to modify your order, please contact us immediately at [email protected] with your order number and details of the changes you’d like to make. We’ll do our best to accommodate your request, but please note that modifications can only be made before your order has shipped.
How do I cancel my order?
To cancel your order, please contact us immediately at [email protected] with your order number and cancellation request. We’ll do our best to cancel the order before it ships. Once shipped, the order cannot be canceled and would need to be returned according to our refund policy.
I entered the wrong shipping address
If you’ve provided an incorrect shipping address, please immediately contact us at [email protected] with your order number and correct shipping details. We’ll make every effort to update the address before your order ships.
What happens if I receive a wrong, missing or defective item?
If your order is incorrect, missing items, or defective, please contact us immediately at [email protected]. Provide your order number and clear photos of the items received, and we’ll promptly correct the issue by sending replacements, fulfilling missing items, or offering a refund as needed.
Do you charge sales tax?
We calculate and charge sales tax as applicable on a case-by-case basis per the delivery address provided by the recipient.
What payment methods do you offer?
We partner with and employ a variety of payment processing providers and options to create an experience that is accessible and convenient for the greatest majority of our customers, and to ensure that our customers’ information receives the utmost protection.
- Candor Chemicals does not in any way store your payment/financial information on our servers, nor do we have access to this information at any time during the checkout process, and your information is securely protected at all times.
Please select from any of the categories below for more information on each available payment method:
What is Stellarity pay?
Stellarity Pay is a convenient, secure method powered by our partners at the Stellarity Group which allows you to pay using your Visa or Mastercard debit card.
- Stellarity Pay functions as a crypto bridge – a payment system which allows us to accept fiat transactions placed with a debit card via an exchange of cryptocurrency.
- Your payment is still processed normally by your debit card/banking institution, and will process as normal on the website. There is no additional delay or verification required for this payment method.
This method is the fastest and easiest method offered, and we recommend using this payment option at checkout.
How do I pay with Stellarity Pay?
Paying with Stellarity Pay is simple:
- Once you have entered your shipping information and clicked the “Place Order” button during checkout, you will be redirected to a secure payment portal on the Stellarity Exchange.
- An account with the Stellarity Exchange is required to make purchases through this system; however, for your convenience, this account is automatically registered for you at checkout using the email address associated with your purchase (if checking out as a guest) or your candorchemicals.com account (if signed in).
- If you already have a stellarity exchange account associated with the email address used for your purchase/account, you may be asked to sign in to complete the purchase using that email or account.
- The page you are redirected to will allow you to enter your payment information as usual. You may then confirm the transaction and your order’s processing status will be updated.
Do you accept pre-paid cards?
Unfortunately, we do not have the ability to accept pre-paid cards at this time.
How will this transaction show up on my bank statements?
Transactions made using Stellarity Pay will appear on your financial or banking statements with the following descriptor:
- CONSUMER DEBIT DIRECTOR, STELLARITY.E PRAHA CZ
- The associated amount of the transaction will be the same as your order amount.
Please email our customer service team at [email protected] if you experience any issues with your financial statements or while checking out.
Why is my bank issuing a fraud warning during purchase?
Banks may issue a fraud warning during the purchase process due to the transaction involving cryptocurrency payments or transactions they find unusual. This is typically a precautionary measure. To resolve it, simply authorize or confirm the transaction with your bank to complete your purchase smoothly
What is Snappy pay?
Snappy pay is a convenient way to pay with zelle or your banking application of choice. The majority of banks and credit unions support this payment method. We use this method in order to accept payments from zelle.
How do I pay with Snappypay [Zelle]?
Simply scan the QR code and follow the simple instructions on how to send payment. Can be done with zelle or any banking application that supports zelle. Over 80% of banks and credit unions support zelle.
What is Coinbase Commerce
Coinbase Commerce is an easy-to-use payment method that lets you pay with a funded Coinbase account, or associated crypto wallet.
How do I pay with Coinbase [Cryptocurrency]?
Once you have entered your shipping information and clicked the “Place Order” button during checkout, you will be redirected to a payment portal on the Coinbase website.
- You may select a variety of options to complete the payment through Coinbase, including your:
- Coinbase account
- Self-custody wallet
- Smart wallet
- Metamask wallet
- Other supported wallet type
- Once you select an option from the list, follow the on-screen prompts to complete your payment. Your order will be confirmed and processed as soon as the transaction is settled.
- Please Note: For some cryptocurrencies, like Bitcoin, payments could take several minutes to complete, and thus there may be a slight delay in the time it takes to update your order’s processing status. This is normal, especially during high-traffic hours, and is not a cause for concern.
For more information check out coinbase’s tutorial: https://help.coinbase.com/en/how-to-make-a-payment
What crypto can I pay with?
- The list of cryptocurrencies which we support includes, but is not limited to, any of the following: Bitcoin, Bitcoin Cash, DAI, Dogecoin, Ethereum, Litecoin, SHIBA INU, ApeCoin, Tether and USD Coin.
- You can also pay with MATIC, USD Coin, and Wrapped Ether (WETH) on Polygon. While these are some of the more common forms of payment, a complete list of supported currencies can be obtained from Coinbase. For more information, please visit the Coinbase FAQ.
An ACH/BIC/SWIFT transfer enables the direct transfer of funds between one bank account and another utilizing the account number, routing number, and IBAN/SWIFT number of the banks involved in the transfer. This method offers a secure alternative to credit card transactions that eliminates the need for a credit or debit card or processing service, but requires longer processing times due to the delay associated with the finalizing of records between banks.
- This delay is referred to as the time it takes for the transaction to “clear” the bank, and is typically between 2 and 3 business days. After this time, the transfer of funds will be reflected on the account of the recipient.
- After the order is placed, you will be required to manually initiate a bank transfer of the amount reflected on the invoice which is provided to you by email.
- Orders made using this payment method will thus require an additional processing time depending on how long it takes the transaction to clear and be reflected on our own account statements. Typically, this means your order will be processed within 4-5 business days, but we actively monitor our statements in the wake of such orders and will process your order as quickly as possible after the funds have been received.
- Upon receipt of the funds, we will provide you with a receipt by email and your order will begin processing. You will also receive tracking information for the package associated with your order at the same time.
- If you have any questions, or wish to cancel an order placed via ACH/BIC/SWIFT transfer, please contact [email protected].
Unable to proceed to checkout?
- If you are unable to proceed to checkout from your cart, or if you try to access the checkout and it displays a 524 error code, please clear your browser’s temporary cache.
- Please also ensure that you are not attempting to use a VPN during the checkout process as this causes issues with our anti-spam security settings.
How long does it take to receive the order / What is the general shipping time?
Orders typically ship within 1–2 business days after payment confirmation. Standard shipping generally takes 3–5 business days, but exact times may vary based on your location and shipping method selected. Once your order ships, you’ll receive a tracking number via email to monitor its progress.
What is your shipping and return policy?
Please visit our Shipping & Returns page for complete details on our shipping times, costs, and our return policy.
What kind of package will my items come in?
Products are typically shipped in a USPS Priority Mail envelope or small parcel box, and are shipped bubble-wrapped.
How much does shipping cost?
Shipping costs depend on your location, shipping method selected, and order size. The exact cost will be calculated and clearly shown during checkout before completing your order. For more detailed information, please see our Shipping & Returns page.
What kind of shipping methods do you offer?
Currently, we ship exclusively through USPS (United States Postal Service). All orders include tracking information to ensure secure and reliable delivery.
When will my package ship?
Most orders ship within 1–2 business days after your payment is confirmed. You’ll receive an email with tracking information as soon as your package is dispatched.
Why didn’t my package ship after 3 business days?
While most orders ship within 1–2 business days, occasional delays can occur due to high order volumes, product availability, or additional verification requirements. If your order hasn’t shipped after 3 business days, please contact us at [email protected], and we’ll promptly assist you.
Do you ship to PO boxes?
Yes.
What does the package look like?
Please refer to the USPS website for images of their Priority Mail Flat-Rate Envelopes and Small-Parcel Boxes
Will I receive a tracking number?
Yes! Once your order ships, you’ll receive an email containing your tracking number, allowing you to monitor the shipment’s progress until it arrives at your address.
How can I track my order?
Once your order ships, you’ll receive an email containing your tracking number and instructions on how to track your shipment. Simply follow the provided link or visit the carrier’s website directly, enter your tracking number, and monitor your package until it reaches you.
What if my item is damaged during shipment?
If your product arrives damaged, please immediately contact us at [email protected] with your order number and clear photos of the damaged items and packaging. We’ll promptly resolve the issue by providing a replacement or refund, depending on your preference.
