We aim to respond to every inquiry within 24 hours, and most messages are answered well within that during our support hours: Monday to Friday, 9 AM to 8 PM Pacific, and weekends, 9 AM to 5 PM Pacific. Weekend response times may be slightly delayed.
Orders are processed and shipped Monday through Friday only, excluding holidays. Messages received outside support hours are answered in order when the team is back online.
Getting a faster answer
- Include your order number in the first message for any order, shipping, or billing question.
- Attach photos if you are reporting a damaged or incorrect item.
- Include the carrier case number if you are following up on a lost package.
- Check this help center first. Most common questions are answered here and in the FAQs.
Protide Health supplies products for laboratory and research use only. Our support covers orders, shipping, payments, accounts, and batch documentation; usage guidance and research protocols are not provided, and our support team cannot answer such questions. This is a firm, standard policy reflecting the research-use-only status of our products, not a case-by-case decision.