Support
Frequently asked questions
How accounts, ordering, documentation and dispatch work — and what we can and cannot advise on.
Who can buy from Glow Works?
Registered research accounts only: laboratories, universities, contract research organisations, biotech companies and qualified independent researchers. We do not sell to individuals for personal use.
Why can't I see the catalogue or prices?
The catalogue, cart and checkout are visible only to signed-in accounts. Create an account with your organisation name to view them.
What happens after I place an order?
Your order is confirmed as soon as payment clears and you are emailed a receipt. It is then prepared and dispatched under temperature control. If we cannot supply an order we cancel it, refund you in full and email you.
What are the three declarations at checkout?
A research-use-only acknowledgement, a purpose-of-use declaration confirming you are purchasing for lawful in-vitro research on behalf of an organisation, and acceptance of the Terms of Sale. All three are mandatory and are recorded against the order.
Are these products for human or veterinary use?
No. All products are supplied strictly for laboratory research. They are not drugs, cosmetics, foods or supplements, have not been evaluated for safety or efficacy in humans or animals, and must not be administered to any person or animal.
Do you provide dosing or administration information?
No. Product pages describe what a compound has been studied for in research models. We do not provide, and cannot provide, dosing, administration or handling guidance for use in living organisms.
What documentation is supplied?
Where a certificate of analysis has been issued for a lot, it is the authoritative record for that lot and is available on request. Certificates are not yet issued for every lot in current stock — ask us and we will tell you whether one is available for the lot you would receive. Safety data sheets and batch HPLC/MS data are available to account holders.
How are products shipped and stored?
Lyophilised reagents are dispatched under temperature control. Shipping is quoted before dispatch. For a destination outside Australia, confirm with us first — import of these substances is not lawful everywhere, and that is the purchaser's responsibility to establish.
How do I pay?
Payment is taken at checkout, and your order is confirmed as soon as it clears. If we cannot supply an order we cancel it and refund in full.
Can I order larger or custom quantities?
Yes — use the bulk order form for volume pricing, custom fill sizes and multi-compound programmes.
Still stuck?
Account, order and documentation queries go to the team direct.