How fast does G13 Labs respond to support requests?

During business hours, most support requests receive a response within 15 minutes. Outside of hours, replies are sent the next business day.

What should I include in my support request?

Include your order number if applicable, a clear description of your issue, and any relevant details such as photos for damaged or incorrect orders.

Does G13 Labs provide dosing or medical advice?

No. G13 Labs does not provide dosing guidance, protocols, or medical advice. All products are for laboratory research use only.

How are wholesale inquiries handled?

Wholesale and partner inquiries are reviewed separately. Requests should clearly state the commercial nature of the inquiry to be routed correctly.

Contact Us

Clear communication.
Reliable support.

Questions about an order, shipping, our Quality Guarantee, or general product information? Start with Mason AI in the bottom right corner — or fill out the support form below and we'll get back to you fast.

Response Time

We aim to respond within 1 business day.

During business hours, 9:00 AM – 6:00 PM, typical response time is within 15 minutes. Outside of hours, expect a reply the next business day.

Include your order number if applicable

Describe your question or issue clearly

For damaged or incorrect orders, include photos where possible

For wholesale inquiries, state the nature of your request upfront

Important Notice

We do not provide the following.

G13 Labs does not provide dosing guidance, protocols, instructions, or advice for human or veterinary use. No medical or therapeutic recommendations will be given under any circumstances.

All products are for laboratory research use only. Messages requesting prohibited information will not receive a response.

Order Issues

Damaged, incorrect, or quality concern?

If your inquiry relates to a damaged shipment, an incorrect order, or a quality concern — include relevant details and photos where applicable so our team can resolve it on the first reply.

Damaged shipment

Incorrect order received

Quality concern with a released lot

Business & Wholesale

Wholesale and partner inquiries are handled separately.

Wholesale and partner relationships require approval and are managed outside of the standard support flow. If your inquiry is commercial in nature, please state that clearly in your message so it reaches the right team.

Email [email protected]

Hours 9:00 AM – 6:00 PM

Response Within 1 Business Day

Use Research Only

Support

Have a question? We'll get back to you fast.

Fill out the form below with your question or concern. Our team responds within 15 minutes during business hours, 9:00 AM – 6:00 PM. Outside of hours, expect a reply the next business day.

What to include

More context means a faster, more accurate reply.

Your order reference or product name if applicable

A clear description of your question or issue

Any relevant details that help us respond accurately

For urgent matters, email us directly below

Prefer email?

[email protected]

Send your question directly and our team will reply within 15 minutes during business hours.

Support form

By submitting this form, you confirm your request is for lawful laboratory research purposes only.

Before you submit

Include as much detail as possible so our team can respond accurately on the first reply. You can also reach Mason AI in the bottom right corner of this page for immediate assistance.

9:00 AM – 6:00 PM Typical response: 15 min