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.
Can one submission produce COAs for several partner brands?
Yes. A submission can declare multiple certificate recipients or partner brands. Each recipient declaration is tied to the relevant sample and may receive its own named certificate link after release. Add the recipients and exact display names before release; support should open a ticket if the roster or sample mapping needs review.
Can I choose the sample or product name printed on a COA?
You can declare the product display name, 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 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, material, timing, and charges.
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.