Returns & Replacements
Lost, stolen, or damaged in transit is handled by Route when you add shipping protection at checkout. Wrong-item errors and COA mismatches are always on us. Because these are research compounds, opened material can't be returned.
Added shipping protection at checkout?
Lost, stolen, or damaged-in-transit parcels on protected orders are resolved by Route. File directly with them for the fastest outcome — you'll need your order number.
File a claim with RouteNo protection on your order? Email support below — outcomes remain at our discretion.
All returns, refunds, and replacements are at the discretion of our support team.
By completing a purchase, you acknowledge that all sales are final unless our support team determines otherwise and your request meets one of the specific criteria listed below.
Damaged in transit
If a vial arrives broken, leaking, or with a compromised seal, email a photo of the package and the affected vials. We'll ship a replacement on our courier account at no charge.
Window: 7 days from delivery
COA mismatch
If independent verification shows a batch fails to match its published certificate of analysis, we will refund or replace the order in full and pull the lot from inventory immediately.
Window: 30 days from delivery
Wrong item shipped
If you receive the wrong SKU, strength, or quantity, contact us and we'll send the correct item with a pre-paid return label for the original.
Window: 14 days from delivery
Pre-shipment cancellation
Orders can be cancelled for a full refund only before a shipping label has been assigned to the package. As soon as a label is created, the order is no longer eligible for pre-shipment cancellation and the damage / mismatch / wrong-item policies apply.
Window: Before a shipping label is assigned
What we cannot return
Opened, reconstituted, or partially used vials. Storage-condition failures after delivery (out-of-range temperature, exposure to light). Bulk or custom-synthesized orders that have already begun production.
RMA process
How to file a claim.
- 01
Email support
support@peptyxlaboratories.com with your order number, lot, and photos.
- 02
Receive RMA
We respond within 1 business day with an RMA number and next steps.
- 03
Ship or discard
Most damage cases skip the return. Wrong-item cases get a pre-paid label.
- 04
Refund or replace
Refund posts within 5 business days. Replacements ship same day when in stock.
