If something is wrong with the parcel

Shipment protection is included on every order at no charge. Material that arrives damaged, is lost by the carrier, or is held and not delivered is replaced from the same lot where possible, and no return is needed.

1. Photograph the outer before you open itThen the insert and any affected vial. Photographs are the whole claim; nothing has to be sent back.
2. Keep the packaging until the claim is closedThe carrier occasionally asks for it. Once the replacement is dispatched it can go.
3. Write within five business days of deliveryOr within ten business days of the dispatch email if nothing arrived. Later claims are handled case by case.

Three steps, usually closed within a business day.

1. Put the order reference in the subject lineIt lets us pull the packing record and the lot numbers before replying.
2. Quote the lot number of the affected vialA replacement is drawn from the same lot where stock allows, so the certificate on file still applies.
3. One replacement per order lineA second claim on the same line is investigated with the carrier before anything ships.

Unopened vials with an intact crimp seal can be returned within 30 days of delivery for a full refund of the material price.

1. Ask for a return reference firstEmail orders@peptides.com with the order reference and the lines you are returning. Parcels without a reference cannot be matched to an order.
2. Check every crimp seal is intactA vial that has been opened cannot be returned for chain-of-custody reasons, however it was handled.
3. Pack vials seated and cushionedUse the original insert if you still have it. Ambient temperature is fine; no coolant.
4. Send tracked, to the address on the return referenceReturn shipping is paid by the purchaser unless the return is our error.
5. Refund within five business days of receiptTo the original payment method. Shipping on the original order is refunded when the whole order comes back unopened.

The exceptions exist to keep the chain of custody clean for everyone else.

If material does not match the certificate for its lot, it is replaced or refunded whether or not it has been opened, and including shipping.

1. Verify the lot firstResolve the six-digit code at Verify a Batch and confirm the certificate is the one you expected.
2. Send what you observedA chromatogram, a mass spectrum, an appearance photograph: whatever led you to the conclusion. The finding is referred to the laboratory that released the lot.
3. If the lot is withdrawn, everyone hearsEvery recipient on record is emailed, the certificate is annotated, and replacement or refund is offered with no time limit.