Frequently asked questions
How do I reset my password?
Click “Login,” then select “Forgot Password” and enter your email address. You will receive a password reset link by email. If you signed up with Google, you will need to use Google sign-in.
How do I view my order history?
Sign in to your account and go to the Account page. Your orders, current order status, and tracking details will be available there.
Can I change my account email?
Please contact support if you need to update the email address associated with your account. For security reasons, we may need to verify your identity before making changes.
Why can’t I log in?
Login issues may be caused by using the wrong sign-in method, entering an incorrect password, or using a different email than the one used at checkout. Try resetting your password or signing in with Google if that was your original login method.
New question
New answer
What is The Pep Labs?
The Pep Labs is a U.S.-based supplier of research-grade peptides and compounds intended exclusively for qualified researchers, laboratories, and research professionals. All products are sold strictly for in vitro laboratory research purposes only and are not intended for human or veterinary use.
Who can purchase from The Pep Labs?
Our products are intended for qualified researchers, laboratories, and research professionals. By placing an order, you confirm that you understand the products are for legitimate research use only and that you will comply with all applicable laws and regulations.
Are your products for human consumption?
No. All products sold by ThePepLabs are strictly for laboratory research use only. They are not intended for human or veterinary consumption and have not been evaluated or approved by the FDA for any medical use.
Are your products FDA approved?
No. Our products are research compounds only and are not FDA-approved drugs, supplements, foods, or medical products. They are not intended to diagnose, treat, cure, or prevent any disease.
Can you provide dosing, usage, or reconstitution instructions?
No. The Pep Labs does not provide dosing, administration, medical, or reconstitution instructions. Products are supplied for laboratory research only, and handling or preparation should be performed by qualified research personnel following their institution’s established protocols.
Do you offer medical advice?
No. The Pep Labs does not provide medical advice, treatment guidance, dosing recommendations, or health-related claims. Any questions regarding health, medication, or treatment should be directed to a licensed medical professional.
Do you sell to consumers?
The Pep Labs sells research-use-only products intended for qualified research purposes. Products are not sold for personal use, human consumption, veterinary use, or medical treatment.
Can I use your products for animals?
No. Products sold by The Pep Labs are not intended for veterinary use, animal use, or administration to any living organism.
Do I need an account to order?
Yes. You need to create an account before placing an order. This helps maintain accurate order records, provide access to order history, and support compliance with our research-use-only policy.
How do I create an account?
Click “Login” in the navigation menu and choose either Google sign-in or email registration. Account creation is quick and free.
What payment methods do you accept?
We accept approved payment methods shown at checkout. Payment options include paypal and credit/debit card through a secure payment link at checkout.
When will my order be processed?
Orders are processed after payment is confirmed. If payment is not completed within the required payment window by 4pm EST Monday to Friday or by 11am EST, the order may be canceled or inventory may be released.
Can I cancel or modify my order?
Orders may be canceled or modified within 2 hours of placement only if packages have not been shipped out. Please contact support immediately through online chat or email support@thepeplabs.com. After this period, orders may already be in processing and cannot always be changed. We ship same day.
Is there a minimum order amount?
There is currently no minimum order amount. However, orders over $150 qualify for free USPS priority shipping.
Why is my order on hold?
Orders may be placed on hold if payment has not been received, account information needs review, inventory is being verified, or additional compliance review is required. We'll contact you immediately if there are any delays.
What purity are your peptides?
Purity information is listed on the Certificate of Analysis, when available, for each batch or product. Many products may test at high purity levels, but exact purity can vary by batch and should always be verified by reviewing the applicable COA.
What is a Certificate of Analysis, or COA?
A Certificate of Analysis, or COA, is a laboratory document that provides quality information for a specific product or batch. It may include purity data, identity confirmation, testing method, batch number, and other relevant quality metrics.
How are your products tested?
Products may be tested using methods such as HPLC and/or mass spectrometry to evaluate purity and identity. Testing is performed by third-party or supplier-provided laboratories, depending on the product and batch. A safer version if you are using independent third-party testing yourself: Products are tested using methods such as HPLC and/or mass spectrometry to evaluate purity and identity. When available, third-party testing documentation is provided through the product’s COA.
Where can I find the COA for my product?
When available, COAs can be accessed through the product page or our COA Library. If you need help locating a specific batch COA, please contact support with your product name, batch number, and order number.
Are all batches tested?
We aim to provide testing documentation whenever available. Testing availability may vary by product and batch. Customers should review the specific COA associated with the product or contact support for batch-specific documentation.
Why can purity vary between batches?
Small variations can occur between manufacturing batches due to normal production and testing differences. For this reason, customers should always review the COA tied to the specific batch they receive.
What does “research grade” mean?
“Research grade” means the product is intended for laboratory research use only. It does not mean the product is approved for human consumption, clinical use, veterinary use, or medical treatment.
Are your products sterile?
Unless specifically stated on the product page or COA, products should not be assumed to be sterile. Products are intended for laboratory research use only and should be handled according to appropriate research protocols.
Are your products lyophilized?
Many products are supplied as lyophilized powder unless otherwise stated on the product page. Please review the product description for product-specific details.
How should products be stored?
Storage recommendations may vary by product. Please review the product page or COA for any listed storage guidance. Th ePep Labs does not provide handling instructions for human or veterinary use.
Why does the vial or cap color look different from the website image?
Product images are for visual reference only. Label design, vial appearance, cap color, or packaging details may vary slightly by batch or inventory cycle. The product name, amount, and batch information should be verified on the label and COA.
What is your refund policy?
For full details, please review our Refund Policy. We may review refund or replacement requests for eligible issues such as damaged, defective, or significantly misrepresented products.
Can I get a replacement if my order arrives damaged or incorrect?
Yes. If your order arrives damaged, incorrect, or missing an item, contact support within 3 days of delivery. Please include your order number, photos of the package, photos of the item received, and any relevant details.
What proof do I need to submit for a damaged item claim?
Please contact us within 3 days of delivery and provide your order number, photos of the damaged product, photos of the shipping label, photos of the exterior packaging, and any visible damage to the box or seal.
Are damaged or incorrect item claims automatically approved?
No. All claims are reviewed by The Pep Labs. Submitting photos and documentation does not guarantee approval. We reserve the right to deny claims if evidence suggests the issue occurred after delivery, the claim is incomplete, or the request does not meet our policy requirements.
Which items are not eligible for replacement?
Items may not be eligible for replacement if the product was opened, used, improperly stored, damaged after delivery, reported outside the claim window, or submitted without sufficient documentation. Products purchased through unauthorized channels may also be excluded.
Can I cancel my order?
Orders may be canceled only if they have not yet been processed, packed, or shipped. Once an order has entered fulfillment, it may not be eligible for cancellation.
How long does shipping take?
Our shipping methods typically takes 2–5 business days after payment has been confirmed. Expedited shipping options are available at checkout for an additional cost.
How much does shipping cost?
USPS Priority Shipping shipping is $9.99 for orders under $150. Orders of $150 (after discounts applied) or more qualify for free standard shipping. Shipping rates may vary based on destination and selected service.
Do you ship internationally?
No. We currently ship only within the United States. We do not ship to international addresses at this time.
Is the packaging discreet?
Yes. All orders are shipped in plain, discreet packaging with no product names, compound names, or research terminology on the exterior. The return address displays The Pep Labs LLC.
How do I track my order?
Once your order ships, you will receive a tracking number by email and SMS. You can also view your order status and tracking information from your account under Order History. You'll receive constant updates regarding your package route status.
What happens if my package is delayed?
Carrier delays can happen due to weather, volume, routing, or other shipping issues. Once a package is in the carrier’s possession, delivery timing is controlled by the carrier. Please contact support if your tracking has not updated for an unusual amount of time. Every package comes with $100 insurance claim available.
What should I do if tracking says delivered but I did not receive my package?
First, check nearby delivery areas, mailrooms, package lockers, and household members. If the package still cannot be located, contact the carrier and notify our support team so we can assist where possible.