Contact us

How to reach us, and what to expect

Email is currently our only support channel, and it's a deliberate choice rather than a gap we haven't got round to closing. A written record is easier for both sides to check against a specific order and a specific batch than a phone call either of us half-remembers afterwards. Send your message to support@titeris.co.uk and it lands directly with the team, not a routing system.

We aim to reply within one UK working day, Monday to Friday. Messages sent over a weekend or a bank holiday will usually get an answer on the next working day rather than the same evening. That's a target, not a guarantee written in stone, and if a query needs us to check something with our supplier before we can answer properly, we'll say so in our reply rather than leaving you waiting without a word. We're a small, new supplier, not a call centre with shift cover around the clock, and we'd rather tell you that plainly than pretend otherwise.

If you haven't heard back after two working days, please do send a follow-up. Emails occasionally land in a spam or promotions folder on either end, and a nudge costs you nothing but a moment.

What to include in your message

The single biggest thing that slows a reply down is a message that doesn't give us enough to actually check. A few details up front usually mean we can answer properly first time, instead of a back-and-forth just to work out what order you mean.

• Your order number. It's on your order confirmation email and lets us pull up exactly what you bought and when, rather than guessing from a name alone.
• The product name, and the batch or lot code if you have one. Our documentation is matched to specific batches, not blanket across a product line, so the batch code on your vial or packing slip is what actually lets us find the right paperwork. If you can't locate it, tell us that too and we'll work from the order instead.
• A short, specific description of the issue. "My BPC-157 order hasn't arrived" is far easier to act on than "problem with my order," and it saves a round trip just to ask what happened.
• Any relevant dates. When you ordered, and when you noticed the issue, help us judge whether something's a dispatch delay, a delivery problem, or something that needs a closer look.

Requesting documentation for a specific batch

If a product page you ordered from didn't have documentation attached yet, or you'd like to double-check the batch code on your vial against what we hold, email us the order number and the batch code and we'll send over what we currently have for that batch. As explained on our documentation policy page, what we publish today is our supplier's own third-party testing, credited to the lab that produced it, not an in-house result, and it typically covers identity and purity rather than sterility or heavy-metal screening. If a batch genuinely has no documentation on file yet, we'll tell you that directly instead of sending you something that doesn't actually match your vial.

Batch codes matter here more than they might seem to. A certificate for a different production run, even of the same product, describes different material, so quoting the exact code from your packaging is what lets us send you something that's actually relevant rather than a generic reassurance. If you're not sure how to read a Certificate of Analysis once you have one, the documentation policy page also walks through what a purity figure does and doesn't tell you, and how to check a batch number matches.

One thing worth being upfront about: we don't yet run our own in-house laboratory testing, and support can't manufacture documentation that doesn't exist. Where a batch genuinely hasn't been through supplier testing, we'll say so plainly rather than send something reassuring-sounding that doesn't actually correspond to what shipped. If that's frustrating, it should be, and it's exactly why we keep the catalogue small rather than list far more compounds than we could realistically document properly.

Order and delivery queries

If an order hasn't arrived in the window shown at checkout, or something in the parcel doesn't match what you ordered, email us with the order number and a description of what's wrong. We'll check the dispatch record on our side and come back to you rather than asking you to chase a courier alone. Packaging is discreet and doesn't describe contents on the outside, so if a parcel arrives damaged or looks tampered with, tell us that too; it's useful information for us even before we get to sorting out the actual order.

Payment queries, including a charge that looks wrong or a payment that didn't go through cleanly at checkout, go through the same inbox. Include the order number if checkout completed, or the approximate date and time if it didn't, so we can match it against what our payment processor shows on their end.

What our support can help with, and what it can't

We can help with order status, dispatch and delivery questions, documentation requests for a specific batch, account and payment queries, and general questions about how the site or catalogue works. If something's gone wrong with an order, tell us and we'll work through it directly with you rather than pointing you at a form.

We can't give medical advice, and we're not going to pretend otherwise to be helpful in the moment. Nobody on our support team is a clinician, and even if one were, everything sold here is a research reference material, not a treatment, so questions about dosing for a health condition, whether a compound will help an injury, or how to use something on yourself or another person fall outside what we can responsibly answer. If you have a genuine health concern, that's a conversation for a GP, a pharmacist, or another qualified healthcare professional, not an email thread with a peptide supplier. We'd rather say that plainly once than let a vague, hedged answer imply something we can't actually stand behind.

Our refund policy covers the return window, condition requirements, and how a refund gets processed. If your situation falls outside what that page covers, tell us directly and we'll work through it with you rather than leave you stuck on a general policy that doesn't fit.

Before you write in

A handful of questions we get regularly already have a full answer written up on the site, and checking there first can save you the wait for a reply. Our documentation policy covers where our batch testing currently comes from and what it does and doesn't test for. Our legal status page covers the actual UK regulatory position on research peptides, including the distinction between selling them as a research material and marketing them for human use. The shop lists current stock and pricing, and shipping covers dispatch and packaging. None of that replaces a real reply from us when your question is specific to your own order, but it can get you an answer faster than waiting on email for something that's already written down.

Frequently asked