Contact us
Four routes, each monitored by the team that can actually answer. Pick the one that matches your question and you will skip a handoff.
Last updated 14 August 2026
Where to write
Response within one business day| Enquiry | Route | Handled by |
|---|---|---|
| Orders, billing, cancellation, refunds | support@tryxilo.com | Customer support |
| Research supply, quotations, certificates of analysis | research@tryxilo.com | Research supply team |
| Privacy, data access, deletion requests | privacy@tryxilo.com | Privacy team |
| Clinical questions about your own care | Your provider, through your account | Your licensed provider |
Do not use email for an emergency
Email is not monitored around the clock and is not a route to urgent care. If you are having a medical emergency, call 911 or go to the nearest emergency room. If you are in crisis or thinking about harming yourself, call or text 988 to reach the Suicide and Crisis Lifeline.
Business details
| Trading name | Xilo |
| Support email | support@tryxilo.com |
| Support hours | Monday to Friday, 9:00 to 17:00 US Eastern |
| Response time | One business day, five for a complaint |
| Service area | United States. Telehealth availability varies by state. |
| Billing currency | USD, charged as "XILO" on your statement |
Registered entity details
Xilo's legal entity name, company number, registered postal address, and telephone line are published in the table above as soon as the operating entity is registered. Until then, every enquiry route on this page is live and monitored, and email is the fastest way to reach a person.
What to include
For an order or billing question, give us the email address on the account and the approximate date of the charge. For research supply, give us your institution, the material, the quantity, and the name of the responsible scientist. Neither requires an account to write to us.
Complaints
If something has gone wrong, write to support@tryxilo.com with the word "complaint" in the subject. Complaints are acknowledged within one business day and answered within five. If you are not satisfied with the answer, say so in reply and it is escalated rather than closed.