Effective July 2026
Why this policy is strict
Lyophilised peptides degrade when they are warmed, shaken, exposed to light, or reconstituted incorrectly. Once a vial has left our facility we have no visibility into how it was stored or carried, and no way to certify it afterwards. Accepting returns would mean putting material of unknown provenance back into circulation. We are not willing to do that, so orders are final once placed.
We would much rather answer a question before you order than argue about one afterwards. Email Contact us and ask.
Where returns are not possible
- vials that have been opened, and vials that have not
- orders already released to fulfilment, whether or not they have shipped
- dissatisfaction with experimental results
- material affected by storage, handling, or reconstitution after delivery
- change of mind, duplicate ordering, or ordering the wrong compound
When we have got it wrong
Errors on our side are a different matter entirely and we fix them at our cost. If you receive the wrong compound, the wrong quantity, or a vial that arrived cracked, seal-broken, or visibly compromised, tell us within seventy-two hours of delivery and include photographs of the vial, the label, and the outer packaging. Verified fulfilment errors are replaced on the next dispatch, or refunded in full if you would rather not wait.
Parcels that go missing
Domestic shipments travel tracked. If tracking stalls for more than seven business days, contact us and we will open a trace with the carrier. Where a parcel is confirmed lost in the network we will reship at our expense. Parcels marked delivered but not found at the address are a matter between you and the carrier, though we will supply whatever documentation helps your claim.
Customs and refused delivery
Because title passes at handover to the carrier, shipments detained, inspected, or seized by border authorities are not refundable. This is the main reason we hold stock in Canada and ship domestically wherever we can.
Payment reversals
If something has gone wrong, raise it with us first. Chargebacks filed without contacting us are contested with the tracking and correspondence on file, and the associated account is closed to future orders.
Getting in touch
Write to Contact us with your order number and a description of the problem. We aim to reply within one business day.