Cancellation before shipment
Cancellation and address-change requests should be emailed immediately to support@peptyed.com. Peptyed will make a reasonable effort to act before fulfillment begins, but a request is not effective until confirmed in writing. Eligible pre-shipment cancellations are returned to the original payment method.
Orders after shipment
Research materials cannot be returned to inventory after leaving controlled custody. Routine returns, exchanges, and change-of-mind refunds are not available after shipment except where required by law. Do not send material back without written authorization.
Damaged, incorrect, or incomplete orders
Report visible transit damage, an incorrect item, or a shortage within 48 hours of the carrier delivery timestamp. Include the order number and clear photographs of the outer package, inner packaging, shipping label, and affected product labels. Retain all materials during review.
Carrier loss
If tracking does not resolve or the carrier confirms loss, Peptyed will review the shipping record and carrier claim. An approved claim may result in replacement, reshipment, store credit, or refund, depending on inventory, the order, and applicable law.
Address and receipt responsibility
The purchaser is responsible for a complete deliverable address and prompt qualified receipt. Problems caused by an incorrect address, forwarding service, refusal, missed collection, or unsafe delivery location may not qualify for replacement or refund.
Product appearance and handling
Lyophilized materials may settle, fragment, adhere to a vial, or vary visibly. Appearance alone does not establish a defect; batch documentation is the controlling record. Damage after delivery through storage, opening, contamination, reconstitution, or prohibited use is not eligible.
Resolution and contact
Verified claims may be resolved through replacement, reshipment, store credit, or refund as appropriate and required by law. Contact support before initiating a payment dispute so the order and carrier record can be reviewed. Email support@peptyed.com with the order number and supporting documentation.