Shipping & Returns

1. Processing and dispatch

Orders placed on a business day are packed and dispatched within one business day. Orders placed on weekends or U.S. public holidays are processed the next business day.

You will receive a confirmation email when your order is placed, and a second email with tracking details once the parcel has been scanned by the carrier.

2. Packaging

All orders ship in plain outer packaging with no product or company branding on the exterior. Vials are packed with insulation, and with a cold pack where transit conditions require it.

Carrier labels necessarily display your name and delivery address.

3. Shipping rates and delivery estimates

Shipping options and live rates are calculated at checkout based on your address and order weight. Free priority shipping applies to domestic orders over $200.

Delivery estimates provided by us or by the carrier are estimates only and are not guaranteed. We are not responsible for delays caused by the carrier, severe weather, or other circumstances outside our control.

4. International orders

We dispatch from within the United States. Available international destinations and their rates are shown at checkout.

For international orders you are the importer of record. You are solely responsible for compliance with the import laws of your country and for any duties, taxes, or customs fees, which are not included in the price you pay us.

We are not responsible for shipments seized, detained, refused entry, or destroyed by customs authorities, and such shipments are not eligible for refund or replacement. Please confirm that these products may lawfully be imported into your country before ordering.

5. Incorrect addresses and failed delivery

Please check your shipping address carefully at checkout. We ship to the address provided.

If a parcel is returned to us because of an incorrect or incomplete address, or because delivery was refused or went unclaimed, we can reship it once you cover the return and reshipping costs. Refunds in these circumstances are issued less original shipping costs.

6. Returns

These are research chemicals. Once a vial leaves our custody we cannot verify how it has been stored, handled, or transported. For that reason:

• We do not accept returns of opened, unsealed, or previously delivered product, regardless of condition;
• We do not accept returns for change of mind, ordering the wrong compound, or ordering the wrong quantity;
• We do not resell returned product under any circumstances.

This is a safety and integrity policy, not a commercial one. Accepting returns would mean reselling material whose handling history we can't account for, which we won't do.

7. Damaged, incorrect, or missing items

If your order arrives damaged, if you receive the wrong product, or if an item is missing, email support@serapeptides.com within 48 hours of delivery with:

• Your order number;
• Photographs of the outer packaging as received;
• Photographs of the vials and any visible damage;
• The lot code printed on the vial, where legible.

Where a claim is substantiated we will, at our discretion, send a replacement or issue a full refund including original shipping. We may ask you to retain the packaging for a short period in case the carrier requires inspection.

8. Lost shipments

If tracking shows no movement for seven business days after dispatch, or if a parcel is marked delivered but you have not received it, contact us. We will open an investigation with the carrier.

Carrier investigations can take up to ten business days. Once a parcel is confirmed lost, we will send a replacement or issue a full refund.

9. Cancellations and changes

Email us as soon as possible if you need to amend or cancel an order. If it has not yet been dispatched we can usually accommodate the change. Once a parcel has been tendered to the carrier it cannot be recalled.

We reserve the right to cancel any order at our discretion, including where we cannot verify the order details or where we believe the order is inconsistent with research use. Cancelled orders are refunded in full.

10. Refund processing

Approved refunds are issued to the original payment method. Once processed on our end, funds typically appear within five to ten business days depending on your bank or card issuer. That timing is controlled by your issuer, not by us.

11. Contact

For any question about a shipment, a damaged order, or a refund, email support@serapeptides.com with your order number. You'll normally hear back the same business day.