Returns and refunds

Damaged, wrong or missing items

If an order arrives damaged, with the wrong product or strength, or with an item missing, tell us as soon as you find the problem. Write to support@d2cpeptides.com, or use the contact page and choose the topic "Shipping or returns". Include:

• your order number;
• which item is affected and what is wrong with it; and
• photos of the outer box with its shipping label, the inner packing, and each affected item with its label and lot number readable.

Keep the items and all of the packaging until we have closed your claim, because we may ask to see or collect them. The shipping page lists what to check when a parcel arrives, so a problem is found while the evidence is still intact.

Returns and refunds

The return window and the refund terms will be listed on this page once they are confirmed. Until then, please contact us before sending anything back. We will tell you whether a return applies to your order and how to send it, so that the parcel is not lost or refused on the way.

Opened, mixed or used products

Once a vial's seal is broken, or the vial has been mixed with a diluent, no one can confirm what happened to it after delivery. It cannot be returned for resale. The same applies to sterile supplies once their packaging is opened.

If you think a vial is wrong, describe the problem to us before you open it. For example, its label may show a different product, strength or lot than you ordered. Opening it first can make the claim impossible to check.

Questions about lab documents

If the lot number on your vial does not match any document on the lab results page, or you need a document that is not listed, write to us with the product name, the strength and the lot number. Do this before you use the vial in a study, so that any mix-up is caught while the vial is still sealed.

Cancelling an order

If you need to cancel, write to us straight away with your order number. Whether an order can still be stopped depends on whether it has been packed or shipped. Once it has shipped, it is handled as a return, so contact us before you send anything back.

We may also cancel an order ourselves, for example when a product is out of stock or an order raises a concern under the research use policy. The terms of service explain what happens to any payment when we cancel.