Legal
Shipping & Returns
When your order leaves us, what it costs to send, and what to do if it turns up damaged, short, or not at all.
Processing and dispatch
Orders are prepared and released to the carrier within 24 hours of payment clearing. Saturdays, Sundays and federal holidays are not working days for picking, packing or dispatch, so anything placed over a weekend starts moving on the next business day. Unusually heavy demand can stretch that window, and if your order is going to be held up beyond it we will say so by email, at the address on the order.
Rates and delivery estimates
Standard, $15.00 — 3 to 5 business days.
Free shipping on orders of $250 or more — 3 to 5 business days. The $250 is the order subtotal after any discount code.
Expedited, $25.00 — 1 to 2 business days.
Where we ship
We ship to addresses inside the United States. International orders are not accepted, and an order entered with a delivery address outside the United States cannot be fulfilled.
Tracking
Once the parcel is on its way, we email you the tracking number. Carriers usually take up to a day to log the first scan, so a number that shows nothing straight away is normal.
Getting the address right
Check the delivery address before you submit the order, because it is the only one we work from. We cannot take responsibility for a parcel that is delayed or never arrives because the address was entered wrongly. Where a package comes back to us for that reason, sending it out again is charged to the buyer.
Returns
We do not accept returns or exchanges of delivered material, and nothing that has shipped goes back into stock to be sold again.
These are research-grade materials kept under a documented chain of custody. Once a vial has left our control we can no longer account for how it has been stored or handled, so it cannot be resold to someone else.
That does not leave you without a remedy. If an order arrives damaged, incorrect, incomplete or not as described, we put it right as set out below, and no return is needed for that. Please do not send material back to us.
If something is wrong with your order
How to report it
Email support@peptech.us with your order number, a description of the problem, and photographs of what you received, the packing slip, the shipping label and any damage to the vials or the box. Please tell us within 48 hours of delivery, while the carrier's claim window is open and the evidence is fresh. A later report is still reviewed; it can simply be harder to establish what happened.
Keep the vials and packaging as they arrived until we have finished reviewing the report. Store unopened material under your laboratory's procedures meanwhile, and do not use a vial that arrived damaged.
What counts as a problem
Damaged: a vial is broken, cracked, leaking or unsealed on arrival.
Incorrect: you received a different product or size from the one ordered.
Missing: an item on the order is not in the parcel.
Not as described: the product does not match the order or the listing for it - for example, the lot number on the vial does not match any certificate we publish for that size.
How we resolve it
We review the report and reply by email. When the problem is verified, we send a replacement of the affected items at no charge. If we cannot supply a replacement, we refund the affected items instead.
Shipping charges
A replacement is always shipped free.
If the whole order is affected and we refund it, the refund includes the shipping you paid.
If only some items are affected, we replace or refund those items; the original shipping charge is not refunded, because the rest of the order was delivered.
Damaged material
Do not return damaged material and do not open a damaged vial. Once we have closed the claim, dispose of it under your laboratory's procedures for chemical waste. If we need anything further, we will tell you how to handle it before you do anything with it.
Nothing moving on the tracking
If the carrier has not scanned your parcel for seven consecutive business days or more, get in touch and we will chase it.
Tracking says delivered, but the parcel is not there
If tracking indicates delivery but the shipment cannot be located, contact support promptly. We will review available carrier tracking and delivery evidence and assist with the appropriate next steps.
Cancelling an order
Orders may be canceled before fulfillment or transfer to the shipping carrier. Once an order has been fulfilled or handed to the carrier it can no longer be canceled. We may also cancel an order ourselves, at our discretion, at any time before it ships.
A canceled order that has already been paid for is refunded in full, including any shipping charge, to the original payment method.
Refunds
We start an approved refund within 2 business days of approving it - or, for a canceled order, of the cancellation - and send an email when we do. The refund goes back to the original payment method; how long it then takes to appear on your statement depends on your bank or card issuer, and is often several business days.
This policy does not limit any right you have under applicable law, or any right as a cardholder under your card issuer's or the card network's rules.
Contact
Write to support@peptech.us. Put your order number in the first message and we can pull the record up without a second exchange.
Questions we have not answered here?
Support reads every message. Include your order number and we can look it up without a second exchange.