Ordering
Returns and reship
Lost, damaged or incorrect orders are reshipped free within 30 days, with no return required. What can and cannot be returned, and why.
The short version: if the problem is on our side or the carrier's, it gets fixed and you do not pay for it. If the problem is that you changed your mind, it cannot be fixed, and the reason for that is worth explaining rather than burying.
What is covered
| Situation | What happens | Return needed |
|---|---|---|
| Lost in transit | Reshipped free | No |
| Arrived damaged | Reshipped free | No, send a photograph |
| Wrong item sent | Correct item shipped free | No |
| Never arrived, tracking stalled | Reshipped free | No |
| Changed your mind | Not accepted | Not applicable |
The reship window is 30 days from dispatch. Inside it, one email with an order number is enough. You do not need to open a carrier claim, provide a signed statement, or return anything before the replacement ships.
Why unopened vials cannot come back
Once a vial leaves the facility, its storage conditions can no longer be established. It may have sat in a hot vehicle for a day, or been frozen and thawed, or been opened and resealed. None of that is visible on inspection, and lyophilised powder gives no external sign of having been damaged by moisture or heat.
A returned vial therefore cannot re-enter stock, because doing so would mean selling somebody a compound whose history is unknown. This is a chain-of-custody constraint, not a commercial one, and it is standard across research suppliers. The honest version is that we would rather say this plainly than advertise a returns policy that quietly excludes everything.
How to raise it
- Email Info@purepeptidesources.com with your order number.
- For damage, attach a photograph of the parcel as it arrived and of the vial inside it.
- You will get a reply from a person within 24 hours.
- Approved reshipments go out on the next dispatch, 2pm ET Mon–Fri.
Damaged vials
Do not use a vial that arrived cracked, with a compromised stopper, or with a broken seal. Dispose of it and let us know. A vial whose sterility cannot be relied on is not worth the cost of the replacement.
See also shipping for dispatch times and packaging, and terms of supply.
Questions
What happens if an order is lost in transit?
It is reshipped at no cost within 30 days of dispatch. You do not need to return anything, file a carrier claim, or provide proof beyond the order number. Email support and the replacement goes out on the next dispatch.
What if a vial arrives broken?
Send a photograph of the parcel as it arrived and the vial inside it. A replacement ships on the next dispatch, inside the 30-day window. The damaged vial does not need to come back, and should be disposed of rather than used.
Can an unopened vial be returned for a refund?
No. Once a vial has left the facility its storage conditions can no longer be established, so it cannot re-enter stock and cannot be resold. This is standard across research suppliers and is a chain-of-custody constraint rather than a commercial policy.
What if the wrong item was sent?
The correct item ships on the next dispatch at no cost. The incorrectly sent item does not need to be returned. Email support with the order number and what arrived.
All products listed are sold strictly for in-vitro laboratory research and analytical use. They are not drugs, foods, cosmetics or medical devices, and are not intended to diagnose, treat, cure or prevent any disease.