Customer Service
How can we help?
Find answers to common questions about orders, shipping, products, and research documentation — or reach our support team directly.
FAQ
Frequently Asked Questions
Orders & Payment
How do I track my order?
Once your order ships you will receive a tracking number by email. You can also view live order status from your account dashboard under Orders.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, Amex), ACH bank transfers for institutional orders, and cryptocurrency (BTC, ETH, USDC) at checkout.
Can I modify or cancel an order after placing it?
Orders can be modified or cancelled within 2 hours of placement. After that they enter our fulfilment queue. Email support@peptidelab.com immediately if you need to make a change.
Do you offer institutional or bulk pricing?
Yes. Email orders@peptidelab.com with your institution name, required compounds, quantities, and timeline. We will send a custom quote within one business day.
Shipping & Handling
How do you ship peptides?
All peptides ship lyophilized (freeze-dried) with insulated packaging and a cold-chain temperature indicator. Dry-ice is used for compounds requiring sub-zero storage.
How long does shipping take?
Standard shipping is 3–5 business days. Priority shipping (1–2 business days) is free on orders over $150. Same-day dispatch applies to orders placed before 1:00 PM EST on business days.
Do you ship internationally?
We currently ship within the United States and to select EU and UK destinations. International orders may be subject to import duties. Contact us before ordering if you are outside these regions.
My package arrived warm — what do I do?
If the temperature indicator shows excursion, do not use the product. Contact support@peptidelab.com within 48 hours with a photo of the indicator and your order number for a replacement.
Product & Research
How do I verify researcher status?
Complete the verification gate on your first visit. You will be asked to confirm your research affiliation and accept our research-only terms of use.
Where can I find the Certificate of Analysis?
Each product page has a link to the current batch COA. COAs are also attached to every order confirmation email.
What purity standard do your peptides meet?
All compounds are ≥99% purity by HPLC, manufactured in an FDA-registered, GMP-compliant facility, and verified by accredited third-party laboratories before dispatch.
Can I request a specific synthesis or custom compound?
Yes, for institutional clients. Reach out to orders@peptidelab.com with the sequence, quantity, and required documentation. Lead times vary by complexity.
Returns & Refunds
What is your return policy?
Due to the sensitive nature of research compounds, we do not accept returns of opened products. Unopened, undamaged items may be returned within 14 days of delivery.
What if I received the wrong item?
Contact support@peptidelab.com within 48 hours with your order number and a photo. We will ship the correct item at no charge with priority shipping.
When will I receive my refund?
Approved refunds are processed within 2 business days and appear on your statement within 5–10 business days depending on your bank.
Still need help?
Talk to our research support team
Monday–Friday, 9 AM–5 PM EST. We respond within 24 business hours.