Shipping & Returns
How orders leave the lab, how long they take, what to do if something arrives damaged or goes missing, and where the brief rest of the return policy lives (research compounds are final sale).
Carriers
Orders ship via USPS, UPS, and DHL depending on destination, weight, and whether the parcel requires cold-chain handling. Tracking is emailed at dispatch; please allow up to 24 hours for the carrier portal to display the first scan. We do not use private last-mile couriers for domestic ground and we do not ship via freight forwarder drop-boxes.
- USPS Ground Advantage — domestic, ≤ 1 lb research vials and small accessories.
- UPS Ground — domestic, ≥ 2 lb or temperature-sensitive peptide orders.
- DHL Express — international (where service is available).
Carriers
Orders ship via USPS, UPS, and DHL depending on destination, weight, and whether the parcel requires cold-chain handling. Tracking is emailed at dispatch; please allow up to 24 hours for the carrier portal to display the first scan. We do not use private last-mile couriers for domestic ground and we do not ship via freight forwarder drop-boxes.
- USPS Ground Advantage — domestic, ≤ 1 lb research vials and small accessories.
- UPS Ground — domestic, ≥ 2 lb or temperature-sensitive peptide orders.
- DHL Express — international (where service is available).
Domestic (US)
In-stock research compounds leave the lab within 24 hours on business days; wellness and supply items within 1–2 business days. Domestic delivery typically takes 3–7 business days after dispatch, excluding carrier backlogs. Saturday delivery is not offered; PO Boxes are accepted for USPS shipments only and are not available for cold-chain orders.
Free domestic shipping applies to orders over $200. Below the threshold, a flat rate is calculated by weight and zone at checkout and shown before payment. Signature confirmation is included on every order over $300 at no extra charge.
- Free shipping on orders over $200 (after discounts, before tax).
- Flat-rate under the threshold — quoted live at checkout.
- 24-hour dispatch on in-stock items, Mon–Fri.
- 3–7 business days transit once scanned by the carrier.
- Signature confirmation included on orders over $300.
Domestic (US)
In-stock research compounds leave the lab within 24 hours on business days; wellness and supply items within 1–2 business days. Domestic delivery typically takes 3–7 business days after dispatch, excluding carrier backlogs. Saturday delivery is not offered; PO Boxes are accepted for USPS shipments only and are not available for cold-chain orders.
Free domestic shipping applies to orders over $200. Below the threshold, a flat rate is calculated by weight and zone at checkout and shown before payment. Signature confirmation is included on every order over $300 at no extra charge.
- Free shipping on orders over $200 (after discounts, before tax).
- Flat-rate under the threshold — quoted live at checkout.
- 24-hour dispatch on in-stock items, Mon–Fri.
- 3–7 business days transit once scanned by the carrier.
- Signature confirmation included on orders over $300.
International
International orders ship via DHL Express to countries where service is available and the destination permits the imported category. Transit typically runs 7–21 business days once scanned, depending on destination and customs clearance. The buyer is the importer of record and is responsible for any VAT, GST, duties, or brokerage fees assessed on entry — these are not included in the order total and are billed by the carrier or customs authority on delivery.
We do not ship to jurisdictions that restrict the imported category (research-use peptides, certain compounded items). If a destination changes status after purchase, the order will be cancelled and refunded in full before dispatch.
- DHL Express only; transit 7–21 business days after first scan.
- Buyer is importer of record — VAT, GST, duties, brokerage are not included.
- We do not mark customs declarations below declared value.
- Restricted-destination orders are cancelled and fully refunded before dispatch.
International
International orders ship via DHL Express to countries where service is available and the destination permits the imported category. Transit typically runs 7–21 business days once scanned, depending on destination and customs clearance. The buyer is the importer of record and is responsible for any VAT, GST, duties, or brokerage fees assessed on entry — these are not included in the order total and are billed by the carrier or customs authority on delivery.
We do not ship to jurisdictions that restrict the imported category (research-use peptides, certain compounded items). If a destination changes status after purchase, the order will be cancelled and refunded in full before dispatch.
- DHL Express only; transit 7–21 business days after first scan.
- Buyer is importer of record — VAT, GST, duties, brokerage are not included.
- We do not mark customs declarations below declared value.
- Restricted-destination orders are cancelled and fully refunded before dispatch.
Cold-Chain Handling
Lyophilized peptide vials are thermally protected during transit. Every peptide order is over-packed in an insulated mailer with phase-change cold packs rated for 48–72 hours of payload holdover, and vials are sealed in a secondary moisture barrier. This is sufficient for ambient exposure during normal carrier transit but is not indefinite — please retrieve the parcel on first delivery attempt and store the vial as labelled (typically refrigerated at 2–8°C, protected from light).
Cold packs are not substitutes for cold storage and do not extend the window indefinitely. A peptide left in a hot mailbox or on a sun-exposed porch for more than a few hours is no longer cold-chain-protected, even if the cold pack is still partially frozen — contact us promptly in that case (see damage & loss below).
- Insulated mailer + phase-change cold packs rated 48–72 h holdover.
- Vials sealed in a moisture-barrier secondary pouch.
- Retrieve on first delivery attempt; refrigerate on arrival (2–8 °C).
Cold-Chain Handling
Lyophilized peptide vials are thermally protected during transit. Every peptide order is over-packed in an insulated mailer with phase-change cold packs rated for 48–72 hours of payload holdover, and vials are sealed in a secondary moisture barrier. This is sufficient for ambient exposure during normal carrier transit but is not indefinite — please retrieve the parcel on first delivery attempt and store the vial as labelled (typically refrigerated at 2–8°C, protected from light).
Cold packs are not substitutes for cold storage and do not extend the window indefinitely. A peptide left in a hot mailbox or on a sun-exposed porch for more than a few hours is no longer cold-chain-protected, even if the cold pack is still partially frozen — contact us promptly in that case (see damage & loss below).
- Insulated mailer + phase-change cold packs rated 48–72 h holdover.
- Vials sealed in a moisture-barrier secondary pouch.
- Retrieve on first delivery attempt; refrigerate on arrival (2–8 °C).
Damage & Loss Claims
Inspect every parcel on arrival. If a glass vial arrives broken, the lyophilized cake has liquefied with no remaining cold pack, the contents are visibly contaminated, or an item is otherwise compromised in transit, write to us within 7 calendar days of delivery with the order number, a description, and photos of the parcel, packing, and the affected item(s). Approved claims are resolved with a replacement at no charge or a full refund, at your option.
If tracking shows no movement for 14 calendar days after dispatch and the carrier has not updated the trace, write to us and we will open a lost-package investigation with the carrier. Once the carrier confirms loss, we reship or refund in full. We cannot refund a package the carrier later confirms was delivered per tracking, even if the recipient believes it was not received — deliver to a secure location whenever possible.
- Damage / compromised contents — notify within 7 calendar days of delivery.
- Lost in transit — file after 14 calendar days with no carrier scan.
- Send order number, description, and photos for damage claims.
- Approved claims: replacement OR full refund, your choice.
Damage & Loss Claims
Inspect every parcel on arrival. If a glass vial arrives broken, the lyophilized cake has liquefied with no remaining cold pack, the contents are visibly contaminated, or an item is otherwise compromised in transit, write to us within 7 calendar days of delivery with the order number, a description, and photos of the parcel, packing, and the affected item(s). Approved claims are resolved with a replacement at no charge or a full refund, at your option.
If tracking shows no movement for 14 calendar days after dispatch and the carrier has not updated the trace, write to us and we will open a lost-package investigation with the carrier. Once the carrier confirms loss, we reship or refund in full. We cannot refund a package the carrier later confirms was delivered per tracking, even if the recipient believes it was not received — deliver to a secure location whenever possible.
- Damage / compromised contents — notify within 7 calendar days of delivery.
- Lost in transit — file after 14 calendar days with no carrier scan.
- Send order number, description, and photos for damage claims.
- Approved claims: replacement OR full refund, your choice.
Returns
Because most of what we ship is research-use material with strict chain-of-custody requirements, return eligibility differs by category. Please read both subsections before requesting a return.
Eligible for return (wellness and supply categories)
Unopened, sealed items in the wellness and supply categories may be returned within 30 calendar days of delivery for a refund of the purchase price. Original shipping is non-refundable on correctly fulfilled orders; return shipping is paid by the buyer. Items must be in the original packaging and packed to survive return transit. To start a return, email the order number and the items you wish to return; we will issue an RMA and the return address.
Research compounds — final sale
Research compounds (peptides, reference standards, and any item labelled for research use only) are final sale and cannot be returned once the order has shipped. This is enforced to protect chain-of-custody, storage history, and the integrity of the lot. If your order is damaged in transit, mis-picked, or never arrives, the claim process above applies — replacement or full refund on approved claims.
Incorrect or defective shipments
If we ship the wrong item, the wrong quantity, or a defective product, write to us within 7 calendar days of delivery. We cover return shipping and ship the correct item at no charge, or refund in full at your option.
Returns
Because most of what we ship is research-use material with strict chain-of-custody requirements, return eligibility differs by category. Please read both subsections before requesting a return.
Eligible for return (wellness and supply categories)
Unopened, sealed items in the wellness and supply categories may be returned within 30 calendar days of delivery for a refund of the purchase price. Original shipping is non-refundable on correctly fulfilled orders; return shipping is paid by the buyer. Items must be in the original packaging and packed to survive return transit. To start a return, email the order number and the items you wish to return; we will issue an RMA and the return address.
Research compounds — final sale
Research compounds (peptides, reference standards, and any item labelled for research use only) are final sale and cannot be returned once the order has shipped. This is enforced to protect chain-of-custody, storage history, and the integrity of the lot. If your order is damaged in transit, mis-picked, or never arrives, the claim process above applies — replacement or full refund on approved claims.
Incorrect or defective shipments
If we ship the wrong item, the wrong quantity, or a defective product, write to us within 7 calendar days of delivery. We cover return shipping and ship the correct item at no charge, or refund in full at your option.
Contact
A single inbox handles every shipping, return, damage, and loss inquiry. Please include the order number, the items involved, and photos where applicable; replies typically arrive within one business day.
Contact
A single inbox handles every shipping, return, damage, and loss inquiry. Please include the order number, the items involved, and photos where applicable; replies typically arrive within one business day.
Damaged vial, missing parcel, or wrong item? Email the lab — a real human replies, usually within one business day.
Report an incident