Do you offer bulk testing discounts?
Yes. Paid samples receive the published automatic panel discount schedule (5–9 samples: 10%, 10–14 samples: 15%, 15–19 samples: 20%, 20–24 samples: 25%, 25+ samples: 30%). Current list pricing is $195 per 4X sample and $595 per 8X sample before applicable bulk discounts and selected upgrades. The checkout calculation is authoritative for a specific order.
Can support give me a promo code?
Support can explain published bulk pricing and validate a promo code you already have, but cannot invent, promise, or disclose private codes. Eligibility, expiration, redemption limits, stacking rules, and the final discount are validated by checkout. Promo codes and discounts apply to testing; the partner COA fee is a flat $7.00 per partner, per sample, and is never discounted.
Can one submission produce COAs for several partner brands?
Yes. Assign each partner to the samples whose certificates it should receive: at submission under Certificate partners, or later with Add partners on the order, before or after release. A partner receives its own named certificate only for the samples assigned to it. Each partner costs a flat $7.00 per sample, at the same price before or after release, with no discount and no limit on partners. Adding a NEW partner is self-serve and needs no ticket; support opens a ticket only to correct a name already printed on a released certificate.
Can I choose the sample or product name printed on a COA?
Yes. Your company can save one product name per compound under Product Names in the portal, and that name prints on every certificate for that compound, including certificates already issued, as your name alone by default, or as "Your Name (Compendium Name)" if you tick "Show the scientific name too". A saved name is a product line name, not a SKU, lot or strength. A sample submitted under a different name of its own keeps that name on its certificate. You also declare the lot number, label claim, and structured blend components during submission. Names must accurately describe the submitted material and resolve to the tested compound; Axiom will not guess an ambiguous compound or print a misleading attribution.
Can Sona tell me my live order or result status?
No. For the initial release, Sona directs callers to the authenticated customer portal for order, sample, and result availability. If portal information appears wrong or access fails, Sona records the order number and account email in a support ticket; staff verifies ownership before discussing account-specific details.
What is the refund and cancellation policy?
Fees are non-refundable once testing has commenced, except as required by applicable law or expressly stated in writing at the time of order. Cancellation and refund requests are not approved in chat or by Sona; they are logged as categorized tickets for authorized review.
How do I request a retest?
Open a retest ticket at https://axiomanalyticslab.com/portal/support/new with the order, sample, or COA identifier, the reason for the request, and the exact outcome you want reviewed. A deliberate retest is recorded as a superseding submission rather than silently reusing a lot number. Qualified staff confirms scope, whether retained or replacement material is sufficient, timing, and charges; Sona must not promise that the original vial can be reused.
What should I do if a sample or shipment is damaged?
Preserve the package and contents, take clear photos, and report the order number, tracking number, delivery date, observed condition, and what outcome you need. Support logs a damage ticket and escalates it; no automated agent may promise reimbursement or replacement.