Help centre
Frequently asked questions.
Can't find what you're looking for? Our team replies within 30 minutes.
Ordering & Payment
What payment methods do you accept?+
Card, Apple Pay, Google Pay, SEPA bank transfer and crypto (BTC, USDT, ETH).
Do you offer cryptocurrency payments?+
Yes — BTC, USDT and ETH are supported at checkout.
Is checkout secure?+
Checkout runs over 256-bit SSL with PCI-compliant, tokenised card handling.
What is your minimum order amount?+
There is no minimum. Free EU shipping applies to orders over €200.
Do you accept business / VAT invoices?+
Yes — add your VAT details at checkout and a compliant invoice is issued.
Shipping & Delivery
Do you ship to my country?+
We ship across the EU. Enter your address at checkout to confirm methods.
How long does delivery take?+
Standard EU 3–5 business days; EU Express 1–2 business days.
Is shipping discreet?+
Yes — plain, unbranded packaging on every order.
How is cold-chain handled for pen products?+
Pen-format products ship with refrigerated cold-chain packaging.
What if my order is lost or damaged?+
Contact us within 48 hours and we will replace or refund it.
Products & Quality
Are your products tested by an independent laboratory?+
Yes — independent HPLC and mass-spectrometry analysis on every batch.
What's the difference between vials and pens?+
Vials are lyophilised and require reconstitution; pens are pre-filled and ready to use.
How do I store reconstituted vials?+
At 2–8°C, protected from light, used within 28 days of reconstitution.
What batch information will I receive?+
Your order links to a batch-specific Certificate of Analysis within 24 hours.
COAs & Testing
What is a Certificate of Analysis (COA)?+
A lab-issued document confirming a batch's identity, purity and safety parameters.
Where can I find my batch's COA?+
In the public COA Vault, searchable by compound or batch number.
What tests does each COA include?+
Identity, HPLC purity, endotoxin level, heavy metals and bioburden.
Returns & Refunds
What's your return policy?+
Unopened ancillaries within 14 days; sealed sterile products cannot be returned.
What if a product arrives damaged?+
Contact support within 48 hours with photos and we will replace it.
Affiliate Program
How does the AuraVia affiliate program work?+
Approved partners earn 10% on every referred order with a 30-day cookie window.
How are payouts made?+
Monthly in EUR via SEPA, PayPal or USDT, €100 minimum threshold.
Account & Data
Do I need an account to order?+
No — guest checkout is available.
Is my data private?+
Yes — see our Privacy Policy. We never sell customer data.