Shipping & returns.

Delivery destinations

Our markets are the United States, Canada, the United Kingdom, Ireland, New Zealand and Australia. Shipping availability depends on the product, delivery address and applicable destination restrictions. Available services and any restrictions are shown before an order can be paid for.

Selecting a country changes your display currency and destination preference; it does not by itself confirm that every product can be delivered to that address. All materials are supplied for laboratory research only, not for human or veterinary use.

Processing and dispatch

We dispatch in-stock items within one business day after payment clears and any necessary address checks are complete. Business days are Monday to Friday, excluding public holidays at the dispatch location. Orders received on weekends or holidays are processed on the next business day.

Dispatch means handing your parcel to the carrier, not delivery to your address. Any longer processing period is disclosed before payment. If we cannot meet the dispatch date agreed for your order, we will contact you with a revised date and the option to cancel for a refund. We will obtain your agreement to a delay when required.

Delivery estimates and tracking

Estimated delivery to the United States, Canada, the United Kingdom, Ireland, Australia and New Zealand is 2–10 business days, including handling time. This is an estimate, not a guaranteed arrival date.

We email a tracking link when your order is dispatched. The first carrier scan may appear after the shipping notification. Carrier disruptions, customs checks and public holidays can affect arrival times; contact us if your parcel passes the 10-business-day estimate.

Shipping charges, taxes and customs

Peptine Labs does not charge a shipping fee under the current Free Shipping service. For cross-border orders, import taxes, duties or carrier clearance charges may still be payable by the recipient unless checkout expressly says they are included.

Do not assume that import charges are included in a displayed product price. We do not add optional services or additional charges to an accepted order without your agreement. Contact us before ordering if you need clarification about your destination.

Address changes and cancellations

Check your delivery address and contact details before placing an order. To request a correction or cancellation, email hi@peptinelabs.com as soon as possible with your order number. You may cancel for a full refund before the parcel is handed to the carrier.

After dispatch, an address change or parcel interception may not be possible. We will explain the available options and any proposed cost before proceeding. Dispatch does not remove any cancellation or return rights you have under applicable law.

Delayed or missing parcels

If tracking stops updating, delivery is overdue, or a parcel is marked delivered but cannot be found, contact us with your order number. We will investigate with the carrier and keep you informed. If the parcel is confirmed lost or cannot be delivered, we will arrange a replacement or refund as appropriate to your rights and the circumstances.

You do not have to resolve a carrier claim yourself before asking us for help. A carrier investigation does not override a statutory deadline or your right to a remedy for non-delivery.

Damaged, incorrect or incomplete deliveries

Please inspect your parcel on arrival and report an issue as soon as possible, preferably within 14 calendar days. Include your order number, the affected item and batch number, and photographs of the parcel and item where available. Keep the packaging while we review the issue and do not use damaged materials.

We will arrange the appropriate replacement, refund or other remedy and cover reasonable return costs where the issue is our responsibility. Contact us before shipping damaged materials back so we can provide suitable handling instructions. The requested 14-day reporting period is not a limit on your statutory rights, including for faults discovered later.

Change-of-mind returns

We accept voluntary change-of-mind returns requested within 14 calendar days after delivery. Items must be unused, unopened, in their original packaging with the factory seal intact, and stored in accordance with the supplied product instructions. Email us within that period and send the return within 14 calendar days of your notice.

Opened, used, reconstituted or customer-damaged materials do not qualify for this voluntary return offer. These conditions do not restrict a valid claim for defective, incorrectly supplied or misdescribed goods, or a cancellation right that applies by law.

Arranging a return

Email hi@peptinelabs.com with your order number and the items you wish to return. We will provide the correct return address and packing instructions. Please do not send materials to an address on the parcel without checking that it is the designated returns address.

A clear email stating that you wish to cancel is enough to notify us; no special form or prior approval is required to exercise a statutory cancellation right. Keep proof of posting. If our delay in providing return instructions prevents an on-time return, we will extend the voluntary return window accordingly.

Return shipping costs

For a voluntary change-of-mind return, you pay the direct return shipping cost. Any special return transport requirement and its cost, or a reasonable estimate, will be disclosed before purchase. We do not charge a restocking fee.

For damaged, defective, incorrect or otherwise non-conforming goods, we arrange or reimburse reasonable return costs when we are responsible for the issue. Original standard delivery charges are refunded when required by law. Optional delivery upgrades are not refunded for a change of mind unless applicable law requires it.

Refunds

Refunds are issued to the original payment method. For eligible returns, we process the refund within five business days of receiving the returned goods or evidence that you sent them back, whichever comes first. When no return is needed, including a cancellation before dispatch, we process the refund within five business days of your valid cancellation or the refund becoming due.

An earlier deadline under applicable law always takes priority. We email you when the refund is issued; your bank or payment provider may need additional time to post it. We do not require you to accept store credit instead of a refund to which you are entitled.

Your statutory rights

This policy does not exclude or limit mandatory consumer rights in your country. Eligible consumers in the United Kingdom and Ireland generally have 14 calendar days after delivery to notify cancellation of an online purchase, followed by a further 14 days to return the goods, subject to applicable legal exceptions. Any exception we rely on must actually apply to the product and be disclosed as required.

Customers in the United States, Canada, Australia and New Zealand retain all applicable rights relating to defective goods, misdescription, non-delivery and other statutory remedies. Mandatory protections can differ between consumer and business purchases. Describing an item as research use only does not remove rights that otherwise apply.

Contact and policy updates

For delivery, cancellation or return requests, contact Peptine Labs at hi@peptinelabs.com. Include your order number when available so we can locate the relevant records. The policy presented when you place your order applies to that order; later changes will not reduce those agreed rights.