Our replacement and refund policy

Damaged or incorrect on delivery. Received a damaged or incorrect item? Damage means the pack or a vial is broken, cracked or not intact when you receive it. Email us within 48 hours of delivery with your order number and photos of the pack and the vial, and keep the packaging until we close the file; you do not have to ship anything back unless the carrier needs it for a claim. We replace the item or refund it. A wrong product, a wrong batch or a missing vial is handled the same way, in the same 48-hour window.

Confirmed lost by the carrier. Tracking that never delivers, or a parcel the carrier officially declares lost. Email us within 14 days of the expected delivery date. A replacement ships once the carrier file says lost, not while the parcel is still marked in transit.

Independent testing. If a qualified independent laboratory’s results on your lot do not match the identity, purity or lab results we published for that same lot, email us within 14 days of delivery with your order number, the lot number from the label and the laboratory’s report. We replace the vial. A test-result claim is met with a replacement, not a refund.

Approved replacements ship on the next business day we pack. Where a replacement of a damaged, incorrect or lost item is not practical, we refund instead.

An order paid by Interac e-Transfer is refunded to the email address that paid, usually within two business days of approval. An order paid in cryptocurrency is refunded in USDT on the Tron network: email hello@peptideconfidential.com with your order number and the USDT wallet address to send it to, and it goes out within two business days of our receiving both. The amount is your order’s Canadian-dollar total, converted to USDT when we send it. The address must be a Tron (TRC-20) one, because that is the network we send on and USDT sent to an address on another network cannot be recovered. An order paid by card is refunded to the card that paid; when the refund appears on your statement is up to your card issuer.

We cannot accept change-of-mind returns because we cannot verify how products have been stored after delivery. Storage, opening and handling after dispatch are outside our control, so an unopened vial cannot be restocked once it has left us.

Mishandling after delivery: heat in a car, a dropped vial, a reconstitution, or storage we cannot verify. Once the parcel is in your hands, how it is kept is outside our control.

A research outcome you did not expect. Everything we sell is a research-use material, not for human or animal use, and this policy is not an outcomes guarantee.

Delivery on a particular calendar day. Dispatch dates are not delivery dates.

An incorrect address, a refused delivery or an uncollected parcel. Those are returned to sender and handled under the shipping policy.

If we have not yet bought the shipping label, email hello@peptideconfidential.com with your order number for a full refund — and, if you paid in cryptocurrency, the USDT (TRC-20) wallet address to send it to. Once there is a tracking number, the policy above applies.

Email hello@peptideconfidential.com and include:

• Your order number
• The lot number from the vial label, if you have it
• What happened, in a sentence
• Photos, for a damaged or incorrect item
• The independent lab report, for a test-result claim
• Your USDT (TRC-20) wallet address, for a refund on an order paid in cryptocurrency

We aim to reply within one business day.

Laboratory reagents. Research use only. Not for human or veterinary use.