Frequently asked questions
General Questions
What is The Pep Labs?
The Pep Labs supplies research-use-only peptides and compounds to people and organizations regularly and lawfully engaged in nonclinical research in the United States. Catalog materials are intended strictly for lawful nonclinical use.
Who can purchase from The Pep Labs?
Products are offered to people and organizations regularly and lawfully engaged in nonclinical research, chemical analysis, physical testing, or nonclinical instruction. Institutional affiliation and a commercial address are not required. By ordering, a purchaser confirms compliance with the Research Use Policy.
Are the products for human or veterinary use?
No. Products are not intended for human consumption, self-administration, clinical use, or veterinary use. They have not been evaluated or approved by the FDA for a medical purpose.
What form do products ship in?
The format for each material is listed on its product page and lot documentation. Purchasers are responsible for storage and handling under applicable procedures.
Do you ship internationally?
No. The Pep Labs currently ships only to addresses within the United States.
Product Quality and Documentation
Where can I review the testing status for a product?
Testing and documentation are lot-specific. When a report is published, the applicable product page and Certificate of Analysis library link to it. If a report for your lot is not listed, contact support with the order and lot numbers to ask what documentation is available.
What is a Certificate of Analysis (COA)?
A Certificate of Analysis is a report describing a tested sample, the analytical method or methods used, and the reported results. Depending on the report, it may include a lot identifier, HPLC data, mass-spectrometry data, test dates, and laboratory information.
What purity are the products?
Purity is a lot- and method-specific reported result. Review the report for the relevant lot when one is published; a catalog summary is not a substitute for the source analytical document.
How are the products tested?
The methods and scope can vary by product, lot, and report. Open the published report to confirm the sample identifier, laboratory, method, reported result, and test date instead of assuming that one method or report applies to every lot.
Ordering and Payment
Do I need an account to place an order?
No. Guest checkout is available for one-time orders. A valid email address and the required research-use confirmations are still required. Sign in or create an account to review available order history or manage an eligible subscription.
What payment methods are available?
Checkout shows the secure payment methods that are currently available. During a processor transition, you may be asked to request a secure payment link instead. Never send card details by email or chat. Subscription enrollment appears only when secure recurring billing is available.
Can I cancel or modify an order?
Contact support as soon as possible. An order can be changed or cancelled only before it has been processed, packed, or shipped. The Pep Labs cannot guarantee that a request will be completed after fulfillment has begun.
Is there a minimum order amount?
There is no minimum order amount. Orders of $150 or more qualify for free USPS Priority Mail.
Shipping and Delivery
When will my order be dispatched?
Orders are normally dispatched within one business day. Orders received before the published weekday cutoff may ship the same business day; weekend and US federal holiday orders are handled on the next business day.
How much does shipping cost?
Orders below $150 receive live rates for USPS Priority Mail, UPS Ground, and UPS 2nd Day Air. Orders of $150 or more qualify for free USPS Priority Mail; UPS options are charged at their full displayed live rate.
How long does delivery take?
USPS Priority Mail is typically two to three business days after dispatch. UPS Ground and UPS 2nd Day Air estimates appear at checkout. Carrier estimates are not guarantees and can be affected by weather, holidays, and destination.
How do I track an order?
A tracking number is emailed after the shipping label is created. Signed-in customers can also review available tracking information from their account.
Returns and Refunds
What is the return policy?
Opened, used, or partially used research materials cannot be returned. Unopened and sealed products in their original packaging may be returned within 30 days of delivery, less return shipping and a 15% restocking fee. Review the Returns and Refund Policy for complete terms.
What if an order arrives damaged?
Email support within seven days of delivery with the order number and clear photos of the damaged vial and packaging. Approved damage claims are replaced at no cost.
What if I have a concern about a report or product specification?
Email support with the order number, lot number, and the specific report or specification in question. The team will investigate and, when appropriate under the Returns and Refund Policy, replace the shipment or issue a refund.
How are approved refunds issued?
Approved refunds are returned to the original payment method within seven to ten business days after the returned product is received or the claim is confirmed.
Account and Technical Help
How do I create an account?
Open the Login page and sign in with Google or create an account with an email address.
How do I reset my password?
On the Login page, choose Forgot Password and enter the email address associated with the account. Accounts created with Google should continue to use Google sign-in.
Where can I view my order history?
Signed-in customers can open the Account page to review available order and subscription information. Guest customers receive order and tracking updates at the email address provided during checkout.