Never send full card numbers, CVV codes, online-banking passwords, cryptocurrency seed phrases or private keys. New-U never needs them and will never ask for them. Anyone who does is not us.

Please do not submit medical histories, diagnoses, treatment information or other unnecessary health information through the customer-support form or in a chat with NU. New-U customer support cannot provide medical advice, dosing advice, or instructions for human or animal use, and neither can NU. A support agent cannot answer a question about personal use, and will not attempt to. Everything in the catalogue is supplied as laboratory research material only. Please also do not send another person’s personal data. If health information reaches us anyway, we use it only to answer your enquiry and delete it once the enquiry is resolved — see Privacy Policy § 05.

Looking for something specific?

Track your order Check the latest delivery progress →

Shipping information Delivery destinations and shipping details →

Certificates of Analysis Access available product testing documentation →

Frequently asked questions Answers to common questions →

Version

1.3

Updated

9 October 2026

Revision tracking

Supersedes v1.2

More information

Response times and what to include

New-U Research Compounds provides support for laboratory customers ordering research peptides and related research materials through new-u.io. Our team can assist with product availability, published Certificates of Analysis, order status, payment enquiries, shipping documentation and wholesale research-compound orders. Products supplied through New-U are sold strictly for laboratory and in-vitro research use.

Typical response time

Within one business day .

Always include

Your order reference and the email address used for the order .

Response times are targets and may be longer during weekends, public holidays or periods of unusually high enquiry volume. If you have not heard back and your message is time-sensitive, reply on the same thread rather than starting a new one — it keeps the history together.

This is the only monitored support address. New-U does not operate departmental mailboxes, and we will never contact you from a different domain asking for payment or account details. If you are unsure whether a site or message is genuinely ours, check the official-domains list.

Before you contact us

An existing order: your New-U order reference, the email address used for the order, the tracking reference if you have one, and a short description of the issue.

A product enquiry: the compound name, the required quantity, and the relevant COA or product code if applicable.

A payment issue: your order reference, the payment provider, the amount, the currency, and the approximate transaction time with your time zone. Please contact us before opening a dispute with your bank or card issuer — in most cases one email resolves the problem faster. Nothing about that request restricts a legitimate statutory right or a lawful right available through your issuer (Terms § 15).

Order, delivery and damaged-parcel help

Already placed an order? Use New-U order tracking for the fastest way to check fulfilment and available carrier updates. Orders are normally prepared and dispatched within 48 hours after confirmed payment. Standard delivery is estimated at 6–14 business days from payment confirmation for supported destinations. For order-specific support, include your New-U order reference. Read Shipping & Delivery information.

Delivery problems

For a parcel that is late, stalled, undelivered or wrongly delivered, include your order reference, the tracking number, the destination country, and what tracking last said.

When a parcel counts as delayed, when tracking is worth escalating, and when a shipment may be treated as lost are all set out on Shipping & Delivery. Replacement is governed by the Replacement Policy.

Damaged shipments

Photograph the parcel before discarding any packaging, and attach:

a photo of the outer parcel ;

a photo of the inner packaging ;

a photo of the affected vial ;

the vial identification code ; and

a photo of the seal , where a seal is affected.

If a tamper-evident seal is broken on arrival, do not handle or use the affected research vial. Photograph it as received and contact us the same day.

Product documentation & Certificates of Analysis

Where available, New-U publishes independent analytical documentation for released inventory, including Certificates of Analysis from third-party laboratories such as Janoshik Analytics and Freedom Diagnostics. Before contacting support, researchers can also check our published Certificate of Analysis library for available batch documentation.

Support is available across the New-U research catalogue, including BPC-157, TB-500, GHK-Cu, Ipamorelin and metabolic research compounds.

The code on a vial label is not necessarily the complete manufacturing batch or laboratory report number — see how batch documentation works. We use the associated fulfilment record to identify the relevant inventory documentation.

Wholesale & laboratory supply

New-U accepts enquiries regarding bulk research-compound orders, laboratory supply and distribution partnerships. Include the compounds of interest, approximate quantities, destination country and any documentation requirements so our team can respond efficiently. Available testing documentation can be reviewed through the New-U Certificate of Analysis library before placing an enquiry.

Bulk supply, distribution and institutional procurement enquiries use the same contact route as everything else, but they are not customer support and are handled separately. Start a wholesale enquiry. Affiliate programme enquiries are separate again — see the affiliate programme and Terms § 19.

Privacy requests

Data-protection requests — access, correction, deletion, restriction, portability, objection, or withdrawing a consent — can be submitted through the official contact channel above. Write from the address associated with your account or order and say what you are asking for. We respond within 30 days. Hilxera Distribution Services LLC is the data controller. What we hold, why, and how long we keep it is set out in the Privacy Policy.

How do I contact New-U about an existing order?

Use the form or ask NU, with your New-U order reference, or check the live order tracker for current fulfilment and carrier information.

Where can I find Certificates of Analysis?

Published third-party testing and available Certificates of Analysis can be found in the New-U COA library.

Where does New-U ship?

New-U provides tracked delivery to supported destinations across the United Kingdom, United States, Europe, Australia and other international markets. Current destination information is maintained on the Shipping & Delivery page.

Follow New-U

Research updates, new releases and behind-the-scenes content. These are broadcast channels. They are not support channels — they are not monitored for order, delivery, payment or privacy enquiries, and messages sent to them may not reach the support team. Use the form or NU at the top of this page, or the support address under the heading, for anything that needs resolving.

TikTok

Page history

Version history

Version Date What changed v1.3 9 October 2026 Rebuilt as a support centre with three ways in on the first screen: a contact form with enquiry types, starter messages and sign-in prefill; NU, the existing AI support assistant, embedded as a working conversation beside it; and the support address, with a copy control, under the heading. Form submissions are now delivered to the support inbox by the site itself, and the confirmation appears only after the server accepts the message. The four-route card grid was replaced by a compact “Looking for something specific?” row (tracking, shipping, Certificates of Analysis, FAQ). The payment-credentials and no-medical-information notices now sit directly under the form and NU, above the reference sections, which moved under “More information” as collapsible items. Two short Q&As (reply time, whether wholesale is handled) were folded into those sections, and wholesale enquiries now go through the form’s “Wholesale or distribution” type instead of a mailto subject line. v1.2 30 August 2026 Restored a four-route decision interface immediately under the hero: email support, order tracking, Help & FAQ, and wholesale. Social channels stay at the foot of the page and are not a primary contact method. Replaced the generic support standfirst with a descriptive H1 and routing copy so the correct path is visible without scrolling. Added concise research-supply, COA, shipping, wholesale, company-identity and contact-question sections underneath the cards, with contextual links to tracking, shipping, the COA library and a short catalogue sample. Aligned ContactPage JSON-LD with the canonical brand #org and #website identifiers. No second Organization, no LocalBusiness, no FAQPage. v1.1 28 August 2026 Rebuilt as a support-routing document: an enquiry type now tells you exactly what to include, so an order, delivery, documentation, payment or privacy issue can be resolved on the first reply. Demoted the social channels. TikTok previously carried the same card and the same primary-action styling as the support inbox; social is now listed at the foot of the page and labelled explicitly as not a support channel. Stated a typical response time of one business day, with the honest qualification that it is a target and may be longer at weekends, on public holidays and at peak. Added the damaged-shipment evidence list (outer parcel, packaging, affected vial, vial identification code, seal) and the instruction not to handle a vial whose seal is broken. Added an explicit warning never to send full card numbers, CVV codes, banking passwords, cryptocurrency seed phrases or private keys. Added “What not to send us”: no medical histories, diagnoses or treatment information, and a plain statement that support cannot provide medical or dosing advice or instructions for human or animal use. Added a privacy-request route and a wholesale/institutional route, kept separate from customer support. Identified the operating entity consistently with the Terms, Privacy Policy, About and Delivery pages. — Before 28 August 2026 Not a numbered revision. This page carried no version stamp before v1.1, so there is no earlier published version to cite: formal revision tracking starts here. It is described rather than numbered, because assigning a version number retrospectively would manufacture a revision record that never existed — and the point of this table is that every version named on it was genuinely the text in force on the dates given. For reference, the previous page: Retained on the record. It presented five equally weighted channel cards — email support, TikTok, order tracking, FAQ and wholesale — each with the same primary-action button, and gave no guidance on what to include in an enquiry.

Related information

Certificates of Analysis

Official Domains

PRECISION. PURITY. PERFORMANCE.

Research peptides. Third-party Certificates of Analysis (Janoshik Analytical & Freedom Diagnostics) are published on the website. Supplied strictly for laboratory research use.

Shop

All research compounds

Price list

Where to buy peptides

Research