Frequently asked questions

RetaGrade materials are offered for controlled laboratory and analytical research. They are not medicines, food, cosmetics, or veterinary products and are not intended for human or animal consumption, administration, diagnosis, or treatment.

No. RetaGrade does not provide dosing, administration, treatment, or individualized medical guidance. Support can help with an order, lot record, published document, or product-handling information supported by the applicable label and safety documentation.

Start with the product label, the current Safety Data Sheet, and your laboratory’s approved procedures. The Safety & SDS page explains where to locate or request controlled safety documentation.

Enter the COA number or lot number printed on the vial, carton, or certificate in Batch Lookup. The lookup shows only an eligible published record and identifies whether its status is released, superseded, or recalled.

It confirms that the entered identifier matches a published RetaGrade quality record. The source laboratory certificate or report remains the controlling document for the tests performed, methods, specifications, and results.

A summary cannot replace the issued report. The complete document shows the exact laboratory, lot, sample, test scope, methods, results, dates, and any limitations that apply to that record.

The Safety Notices page lists active public recall records. You can also check an individual lot through Batch Lookup, which displays recalled or superseded status when applicable.

Tracking is sent to the order email address after dispatch. Signed-in customers can view available milestones from their account; guests can use the secure order link in their email or request another link from Find My Order.

Contact support as soon as possible with the order number. RetaGrade will try to update or cancel an order that has not entered fulfillment, but a change is not complete until support confirms it.

Research materials and temperature-sensitive goods are generally final sale after dispatch except when damaged, defective, incorrect, or returnable under applicable law. Unopened non-chemical accessories may qualify under the Shipping & Returns policy.

Isolate questionable material and do not handle it as normal inventory. Keep the carton, labels, inserts, and packaging, photograph the condition and lot details, and contact support promptly with the order number.

RetaGrade currently ships to supported United States destinations. Available delivery services, estimates, and final charges are shown during checkout for the entered address.

A signed-in account centralizes available order history, delivery milestones, addresses, profile details, and account settings. Guest orders remain accessible through their secure order link.

Use the Contact page and choose the subject that best fits the request. Include a lot or COA number for documentation questions and an order number for delivery or return questions.

Use the contact details on the Accessibility page and describe the page, task, assistive technology, and format you need. RetaGrade will work to provide an accessible alternative.