HELP
Frequently asked questions
Orders, payment, shipping, quality and returns. If you cannot find your answer, contact us.
Orders and payment
How do I place an order?
Choose your products in the store, review your cart and check out. You do not need to create an account. You can also order on WhatsApp if you prefer.
Which payment methods do you accept?
International Visa, MasterCard and American Express cards, processed by Stripe. Payments are processed in US dollars (USD).
I see prices in pesos, why am I charged in dollars?
If you browse from Colombia you will see prices in pesos as a reference, but all payments are processed in dollars. Your bank converts at its own rate, so the final amount in pesos may vary slightly.
Can I use more than one discount code?
One code per order, for example an athlete code. The exception is the newsletter welcome code, which stacks with an athlete code.
How do I get 10% off?
Subscribe to the newsletter at the bottom of the page. We will email you a personal 10% code valid on your first order, using the same email you subscribed with. It stacks with an athlete code.
Can I cancel an order?
Yes, as long as it has not shipped yet. Once the shipping label is created, the order can no longer be cancelled.
Shipping
Which countries do you ship to?
Colombia, Panama and the United States.
How long will my order take?
We ship within one to two business days after payment is confirmed. Delivery takes two to five business days from dispatch.
How much is shipping?
About USD 10 in Colombia and Panama and USD 15 in the United States. Shipping is free on orders from USD 200.
How do I track my order?
When we ship, we email you the tracking number.
Is the packaging discreet?
Yes. Every order ships in discreet packaging designed to protect the product in transit.
Who pays customs and taxes?
For shipments to Panama and the United States, any customs duties or taxes are paid by the buyer.
Products and quality
Do products come with a Certificate of Analysis?
Yes. Every batch has its Certificate of Analysis, available on each product page.
Is bacteriostatic water included?
Yes, bacteriostatic water is included free with every order.
How should I store the products?
Follow the storage instructions on each product page. As a general rule, refrigerated between 2 and 8 °C and protected from light.
What if a product is out of stock?
Leave your email under "Notify me" on the product page and we will email you once when it is back in stock.
Are the products for human consumption?
No. They are compounds intended exclusively for laboratory research. They are not medicines and are not approved for human or veterinary consumption.
Returns
Can I return a product?
All sales are final once the order ships: because of the cold chain and batch traceability, a vial cannot return to inventory. There are no refunds for change of mind or wrong selection.
My order arrived damaged or did not arrive. What should I do?
Email info@elyxaminos.com within 48 hours of delivery with your order number, batch number and photos. After checking, we offer a replacement or store credit.
Can promotional items be returned?
Items bought at a sale price or with a coupon cannot be refunded or exchanged for change of mind. This does not affect your rights for damaged, defective or undelivered products.
Wholesale
Do you sell wholesale?
Yes, to clinics, laboratories and distributors from USD 2,000 per order. You can apply on the Wholesale page.
Didn't find what you were looking for?
Message us on WhatsApp or email info@elyxaminos.com.
— The Elyx Aminos Team
