Refund & Reship Policy

PepNova stands behind the integrity of every batch we ship. If something arrives damaged, never arrives, or doesn't match what you ordered, we will make it right with a reship or a refund. This page describes which situations qualify, what evidence we need, and the time windows for each request so we can resolve issues quickly and fairly.

If your order arrives with visible damage — crushed packaging, broken vials, leaked product, or compromised cold-chain materials — email support@pepnova.org within 7 days of delivery. Include your order number and clear photos of the outer packaging, the inner packaging, and the affected items. Verified damage claims are resolved by reship of equivalent inventory or a refund to the original payment method.

A shipment is considered lost when carrier tracking has not updated for 10 or more business days past the last scan, or when tracking is marked delivered but the package cannot be located after a 48-hour carrier trace. Contact support within 14 days of the expected delivery date so we can open a claim with the carrier and arrange a reship.

If you received the wrong product, an incorrect quantity, or a different batch than what was confirmed on your order, contact support within 7 days of delivery with your order number and a photo of the packing slip and the items received. We will arrange a corrected shipment at no additional cost.

Because research compounds and peptides are temperature- and handling-sensitive, opened items, items removed from their original packaging, and items that have left a controlled storage environment are not eligible for return. Unopened, unused inventory may be reviewed on a case-by-case basis if reported within 14 days of delivery; the buyer is responsible for return shipping using a tracked, temperature-appropriate service.

Approved refunds are issued to the original payment method within 5–10 business days of approval. Depending on your bank or card issuer, it may take an additional billing cycle for the refund to appear on your statement.

Refunds and reships do not apply to: experimental outcomes or assay results, products that have been used or partially consumed, damage caused by improper storage after delivery, refused or undeliverable shipments due to incorrect address or unavailable recipient, or shipments held by customs in the destination country.

All products are sold strictly for laboratory and research use. They are not intended for human or veterinary use, not for consumption, and not approved by the FDA for any therapeutic, diagnostic, or cosmetic purpose.