Shipping & Returns

Last updated: September 2026 · Effective immediately

1. Order Processing & Handling

Orders placed through Pepteem are typically processed and dispatched the same or next business day (Monday through Friday, excluding federal holidays); during high-volume periods please allow up to 2 business days before shipment. Orders placed after 2:00 PM Eastern Time are typically processed on the following business day, and orders submitted on weekends or holidays begin processing on the next available business day.

2. Shipping Methods & Estimated Transit Times

Pepteem ships within the United States. We do not currently offer international shipping.

• Standard shipping — estimated 2–3 business days in transit following dispatch. Free on orders of $149 or more; a flat $12 applies below that, calculated after any discounts.
• Monthly boxes ship free on every renewal, regardless of value.

Transit time estimates begin from the date of confirmed shipment, not the date of order placement. Pepteem is not responsible for carrier delays beyond our control, including weather events, service disruptions, or high-volume shipping periods.

3. Shipment Tracking

A tracking number is emailed to the address associated with your order upon dispatch. Tracking information may take up to 24 hours to become active within the carrier’s system after the initial scan. If you have not received a tracking notification within 3 business days of your order, please contact support@pepteem.com.

4. Packaging Standards

All orders are professionally packed and sealed according to our quality-control standards to help maintain product integrity in transit, and dispatched from our US fulfillment facility. Compounds that require cold handling are packed with cold-chain materials at no additional cost.

5. Lost or Missing Packages

If your tracking information shows a package as delivered but you have not received it, please take the following steps before contacting us:

• Verify the delivery address on your order confirmation email.
• Check with neighbours, building management, or other members of your household.
• Allow 24 additional hours, as carriers occasionally mark packages as delivered prior to final delivery.

If a package remains unlocated 48 hours after the reported delivery date, please contact support@pepteem.com with your order number and tracking information, and we will work with the carrier to initiate a trace investigation. Claims for lost packages must be submitted within 14 days of the estimated delivery date.

6. Damaged or Incorrect Shipments

Damage and wrong-item claims are covered by our 30-Day Money-Back Guarantee. Email support@pepteem.com within 30 days of delivery with your order number, and photos if there is visible damage. You get a full refund or a free replacement, your choice, and nothing needs to be shipped back.

7. Returns & Refunds

Because research compounds cannot re-enter our inventory once they leave our custody, most issues are resolved with a refund or replacement rather than a physical return:

• Damaged, incorrect, or misdescribed items are covered by the 30-Day Money-Back Guarantee above — a full refund or free replacement, with nothing to ship back.
• Unopened, unused items in their original packaging may be eligible for return — contact us first so we can advise.
• Opened or reconstituted product cannot be accepted back, as it can no longer be verified or restocked.

Approved refunds are issued to the original payment method, typically within 5–10 business days of approval depending on your card issuer.

8. Our Guarantees

Every retail order is covered by two promises:

• 30-Day Money-Back Guarantee. Wrong item, damage on arrival, or a product that does not match its description? Full refund or a free replacement, your choice. Nothing to return. One claim per customer; wholesale orders excluded.
• 5-Day Delivery Promise. If a retail order takes more than 5 business days to arrive after payment is confirmed, we send you $50 off your next order of $100 or more.

Need to change or cancel an order? Contact support@pepteem.com as soon as possible. Changes are possible only before your order is dispatched.

9. Customer Support

For all shipping-related inquiries, please contact our support team:

• Email: support@pepteem.com
• Response time: within 1–2 business days
• Hours: Monday–Friday, 9:00 AM – 5:00 PM Eastern Time

Research Use Only: all products sold by Pepteem are intended strictly for in-vitro laboratory and scientific research. They are not approved for human or veterinary use. By placing an order, you confirm compliance with our Research Use Only policy.