Support
Find the right channel for your question, and what to include so the first reply can resolve it. KAM Research handles order, documentation and account questions by email.
Email and WhatsApp support are available Monday through Friday, 8:00 a.m. to 5:00 p.m. during business hours.
What support can help with
In scope
- Order status, payment and invoicing questions
- Shipping, tracking and delivery problems
- Damaged, incorrect or nonconforming deliveries
- Returns under the published Returns and Refunds Policy
- Account, access and checkout problems
- Product identity, available formats, labeling and stated specifications
- Locating the batch Certificate of Analysis for a specific lot
- Explaining a measurement that a published certificate reports
Outside our scope
- Dosing or administration guidance of any kind
- Treatment, therapeutic or clinical advice
- Personal-use recommendations or suitability for any individual
- Assurances that a material is safe for human or animal use
- Laboratory instructions beyond the storage and handling documentation already published for a lot
Factual questions about a catalog material are welcome and are not refused because the material is a peptide. Questions that ask us to recommend or guide use are outside the scope above. If a request falls outside it, we will say so and point you to the order or documentation help we can provide.
Help by topic
Orders, payment and order changes
Placing an order, payment methods, an order that needs to be changed or cancelled, and order review.
- Include in your message
- Order number
- The email used at checkout
- What you need changed
- May answer it directly
Shipping and delivery
Processing times, available shipping services, tracking that has not moved, and delivery questions.
- Include in your message
- Order number
- Tracking number
- Destination city and state
- May answer it directly
Returns, damaged or incorrect items
An order that arrived damaged, a product or quantity that does not match the order, or a compromised seal.
- Include in your message
- Order number
- Lot number from the vial label
- Description of the damage or discrepancy
- Photographs of the package and vial, where available
- May answer it directly
Product documentation and Certificates of Analysis
Finding the certificate for a specific lot, understanding a reported measurement, and confirming what a certificate covers.
- Include in your message
- Product name
- Lot number from the vial label
- The certificate value or field you are asking about
- May answer it directly
Product identity, formats and specifications
What a catalog material is, which strengths and pack sizes are listed, and what the published specifications state.
- Include in your message
- Product name
- The specification or field you are asking about
- May answer it directly
Account, access and checkout
Applying for access, the status of an application, signing in, and problems completing checkout.
- Include in your message
- The email on the account
- Where the flow stopped
- Any message shown on screen
- May answer it directly
Privacy and compliance
Data privacy requests, restricted-use questions, and compliance documentation.
- Include in your message
- The policy or requirement you are asking about
- The account or order it relates to
- May answer it directly
Contact channels
- — product information, documentation and account help
- — orders, shipping, returns and billing
- — privacy requests and restricted-use questions
The full channel list, including the published business address and phone number, is on the contact page.
KAM Research materials are supplied for laboratory research use only. Support answers cover orders, documentation and accounts; they are not a substitute for your institution’s own protocols or review.