An exosome product is only as good as its coldest and warmest moment between our freezer and your treatment room. This is what happens in between.
Why temperature matters
Exosomes are membrane structures. Heat, repeated freezing and thawing, and time all degrade them, and once the membrane fails the cargo leaks and the vesicle no longer does anything useful. A vial that read 50 billion particles per millilitre at manufacture can still read 50 billion after a week on a hot loading dock, because the counting instrument does not know the difference between an intact vesicle and a fragment of one. Particle count does not tell you whether a product survived shipping. Handling does.
Where we ship from
Orders ship from California to verified practices in the United States; our head office and account team are in Las Vegas, Nevada. We dispatch early in the week so that temperature-sensitive products do not sit in a carrier depot over a weekend, and we confirm dispatch and tracking by email. International orders are considered case by case because import rules on cell-derived material differ by country.
How we pack
- Freeze-dried products ship in insulated packaging with gel packs. They tolerate a delayed delivery far better than liquid formats, which is why we prefer them.
- Liquid products ship in insulated packaging with frozen gel packs by express service.
- Each shipment includes the manufacturer's certificate of analysis for the lot and a storage guide.
When the box arrives
- Check the packaging and contents on arrival. If gel packs have fully thawed and liquid product is warm, photograph it and contact us the same day.
- Move products to a refrigerator at 2–8 °C immediately unless the label says otherwise.
- Record the lot number in your product log for traceability.
- Do not freeze liquid products unless the label says so, and never refreeze.
In the treatment room
Reconstitute freeze-dried vials with the supplied diluent immediately before use and use within the time on the label. Bring liquid vials to room temperature for a few minutes before application; do not warm them. Anything left in an opened vial at the end of the day is discarded. Clinics that follow these steps see consistent results from lot to lot, which is the whole point of buying a characterised product.