One answer, wherever you ask
These are the same reviewed answers used on the site and prepared for our phone and chat assistants. Prices, methods, limits, and turnaround language come from the operational source that governs them.
Contact Axiom Analytics
How to call, text, chat, email, or open a tracked support request.
Panels and pricing
What each panel covers, what it costs, and which one you actually need.
Vials, sterility and lot-level answers
Which answers need one vial, which need several, and what a sterility result does and does not claim.
Turnaround and logistics
How long it takes, from when, and what happens to your vial.
Submitting samples
Lot numbers, blends, and how to make sure what we test is what you meant.
Reading your results
What the numbers mean, and the four ways they are commonly misread.
Trust, accreditation and verification
What we hold, what we do not hold, and how to check a certificate without trusting us.
Axiom Circle
What Circle is, why nobody can apply for it, and what an agent should say when a customer asks to join.
The Community Heroes discount
Who is eligible, what proof is accepted, how the rate is applied, and what happens to the documents.
The Community Verification Program
Who qualifies for a fund-covered test, what it covers, how often, and why approval comes first.
Moving testing from another laboratory
What to send us when another laboratory did not finish your testing, and who decides what a switching customer is offered.
Orders, discounts, partner COAs and support policies
Bulk pricing, promotions, group certificates, custom naming, order status, refunds, cancellations, retests, and damaged samples.
Company accounts, team invitations and permissions
Registering a company profile, inviting authorized team members, and understanding owner, admin, and member access.
Group submissions and partner COA names
Adding multiple companies or people to a bulk submission so certificates carry the intended partner names and reach the correct recipients.
Custom product names and alias mapping
Mapping a company's product names or SKU codes to canonical compounds without guessing or changing the underlying tested identity.
New lead eligibility and intake
What Axiom can confirm for a prospective submitter and what information the team needs for a useful testing follow-up.
Portal dashboard, partners and support requests
What customers and partner brands can see in the portal, how partner access differs from a printed name, and how tracked requests are handled.
Preparing, labeling, and shipping samples
Where Order numbers and Shipment IDs go, how to pack vials, and where to record carrier tracking after shipment.
Accepted, conditional and declined samples
Which materials fit Axiom's current methods, which require preflight review, and which are outside present testing scope.