Policy
The lot file is the guarantee
What the guarantee is
A research reagent cannot come back onto the ledger once it has left. Storage, opening, and handling after dispatch are no longer ours. That is why there is no change-of-mind return. The guarantee is not “send it back.” The guarantee is: the vial you received is the lot we published, it arrived as packed, and if the independent numbers do not match the file, we make it right.
What we replace or refund, at our cost
Transit damage. Broken or compromised vials, or a carton that arrived clearly wrecked. Write us within 48 hours of delivery. Order number, photos of the outer carton, the label, and the vials. Keep the packaging until we close the file. You do not have to ship the wreckage back unless the carrier needs it for a claim.
Our packing error. Wrong compound, wrong lot, missing vial. Same 48-hour window, same photos.
Carrier-confirmed loss. Tracking that never delivers, or a parcel the carrier officially declares lost. Write us within 14 days of the expected delivery date. Replacement ships when the carrier file says lost, not while it is still marked in transit.
The lot file. If an independent HPLC/MS result on the unopened vial you received does not match the published certificate for that lot, write us within 14 days of delivery. Send the order number, the lot code from the label, and the independent lab’s report. We replace the vial or refund it. That is the point of putting the file on the public record.
Approved replacements ship on the next business day we pack. Refunds, when replacement is not practical, go Interac e-Transfer to the email that paid, usually within two business days of approval.
What this is not
It is not a return desk. Unopened is still not restockable. The chain of custody ended when Canada Post took the carton.
It is not coverage for what happens after you receive it: heat in a car, a dropped vial, a reconstitution, a protocol, a result you did not want. Research outcome is not a refund reason.
It is not a promise about a calendar day. Dispatch dates are not delivery dates.
An incorrect address, a refused delivery, or a parcel you did not pick up is not a loss. That is a return-to-sender. See shipping.
Cancel before it ships
If we have not bought the label, email hello@peptideconfidential.com with the order number. Full refund. Once there is a tracking number, the guarantee above is the policy.
How to write us
- Order number
- Lot code from the vial, if you have it
- What happened, in a sentence
- Photos for damage or a wrong item
- The independent lab report for a lot-file claim
We answer within one business day.
Laboratory reagents. Research use only. Not for human or veterinary use.
For laboratory research use only. Not for human or veterinary use. Not a drug, food, or cosmetic.