Customer support
Tell us what you need. We’ll route it correctly.
Get help with an order, delivery, certificate, return, procurement request, or privacy question. One support address keeps the full history together and reaches the right person.
Email support
orders@retagrade.comWe typically reply within one business day. Complex delivery, payment, or quality reviews may take longer, but we will acknowledge the request and keep you updated.
Start with a topic
A useful subject line gets you a faster answer
Order & delivery
Address changes, cancellations, tracking, damage, missing items, returns, and refunds.
Product & COA
Lot identity, certificate access, packaging condition, and product-document questions.
Lab procurement
Quantity planning, consolidated shipping, documentation needs, and institutional purchasing.
Privacy & policies
Privacy-rights requests, account-data questions, and clarification of store policies.
Available now
Find the answer without waiting
Secure order access and public lot verification are available around the clock. These tools do not expose payment credentials.
What to include
- Your order reference for any purchase or delivery question.
- The recipient email address and a concise description of what happened.
- For damage or mismatch: photos of the parcel, shipping label, packaging, item, seal, and lot.
- For procurement: products, quantities, destination country, timing, and documentation needs.
Protect sensitive information
Never email a full card number, card security code, password, government identifier, medical record, diagnosis, or dosing question. RetaGrade support cannot provide medical, clinical, or personalized-use advice.
Support is currently email-based; RetaGrade does not publish a customer-service phone number. Treat unsolicited phone or direct messages requesting payment credentials as suspicious.