Shipping rates
- Free shipping on orders of $250 or more (subtotal after discounts).
- $20 flat rate on all other orders.
- Every order ships 2-Day Air with tracking, door to door.
- We currently ship within the United States only.
Processing and transit
Orders placed on a business day before our midday cutoff usually ship the same day. Orders placed after the cutoff, or on a weekend or federal holiday, ship the next business day. Business days are Monday to Friday, excluding federal holidays.
2-Day Air means two business days in transit once the carrier has accepted the parcel. Weekends and federal holidays are not counted, so an order that ships on a Thursday usually arrives the following Monday. When a federal holiday falls on a weekday, allow one extra business day.
We commit to packing your order and handing it to the carrier on that schedule. Once a parcel is with the carrier, its transit depends on the carrier’s operations, so delivery dates are estimates rather than guarantees, and carriers can run behind during peak holiday periods.
Our 2-Day Air service cannot deliver to P.O. boxes. Please give a street address, and if you can only receive parcels at a P.O. box, contact us before you order.
Tracking
A tracking number is emailed as soon as the label is created. Order status is also available under My Account → Orders. Tracking events come from the carrier and can take a few hours to appear after a label is made. If tracking shows a significant delay, contact us and we will work with the carrier to locate the parcel.
Packaging
Peptides ship as lyophilized (freeze-dried) powder in sealed vials, the form that holds up best in transit. Each order is packed with cushioning around the vials.
Unpack promptly and move the vials into cold, dry storage away from light.
Damaged, missing, or incorrect shipments
If something is wrong with an order, we will make it right. We refund or replace:
- Parcels damaged in transit. Send photos within 48 hours of delivery.
- Incorrect or missing items where the error is ours.
- Parcels lost in transit, or marked delivered but not received. Check with neighbors and any building mailroom first. We then open a trace with the carrier and settle the claim once it is verified.
- Material that does not match its certificate. If a product does not meet the specification or purity reported on the certificate for its lot, we investigate and, where that is confirmed, refund or replace it.
- Duplicate orders placed in error, if you tell us before the order ships.
Report damage within 48 hours of delivery and any other problem within 30 days. Contact support with your order number, a short description of the problem, photos of the outer box, inner packaging and affected vials for anything damaged, and the lot printed on the vial for any question about the material itself. Please keep the vials and packaging until the claim is settled.
Returns
Because the integrity of research material depends on handling we can verify, we cannot take products back or resell them once they have left our control. Refunds and replacements are limited to the cases above. We cannot accept returns or give refunds for:
- opened or used products;
- products stored or handled improperly after delivery;
- orders canceled after they have shipped, including parcels refused on delivery;
- change-of-mind purchases;
- claims made more than 30 days after delivery.
You can cancel an order at no cost until it ships. Most orders ship the same or next business day, so contact us as soon as you can.
Refunds and replacements
- We answer most messages within one business day, and all within two.
- Quality reports are investigated promptly, and we may ask for more detail.
- Approved refunds go back to the original payment method within 5 to 7 business days. Your bank may take a few more days to post them.
- Replacements for verified problems ship at our expense.
- There are no restocking fees.
Any store credit we issue is governed by our terms.
Refused, undeliverable, and address errors
Please check your delivery address at checkout. If you spot a mistake, contact us straight away: we can correct an address before the parcel ships, but not always afterwards, and we are not responsible for a parcel delivered to an address entered incorrectly.
If a parcel comes back to us because the address was incorrect or incomplete, or because it was refused or not collected, we will contact you to arrange reshipment, which carries a new shipping charge. Parcels refused on delivery count as orders canceled after shipment and are not refunded.