Policies & Support
Return Policy
Because our products are intended for laboratory research use only, returns are limited. Please review the conditions below before placing an order.
Overview
PeptideDirect.ca supplies research peptides and related materials for laboratory use. Due to product integrity, sterility considerations, and chain-of-custody requirements, we cannot accept returns of opened, used, or temperature-sensitive items. If your order arrives damaged, incorrect, or defective, we will work with you to resolve it promptly.
Returns, Replacements & Refunds (FAQ)
Answers to the most common return-policy questions. For order-specific help, contact us with your order number.
Are returns accepted?
In general, we do not accept returns for research peptides or other consumable laboratory products once shipped, except where required by law or where the item is confirmed damaged, defective, or incorrect on arrival.
What if my order arrives damaged?
Notify us within 48 hours of delivery. Include your order number, photos of the outer packaging, inner packaging, and the product label(s). We may offer a replacement or refund after review.
What if I received the wrong item?
Contact us within 48 hours. Do not open the product. We will provide next steps and, when applicable, arrange a replacement shipment.
Can I cancel or change my order?
If your order has not been processed or shipped, we will do our best to accommodate changes. Once shipped, cancellations are not possible. Please contact us immediately after placing your order.
How are refunds issued?
Approved refunds are issued to the original payment method. Processing times vary by payment provider and may take several business days after approval.
Are shipping charges refundable?
Shipping fees are generally non-refundable. If we confirm an error on our part (e.g., incorrect item shipped), we may refund shipping or provide a prepaid replacement shipment.
Important Conditions
Eligibility & documentation requirements
To help us resolve issues quickly, please keep all packaging and provide clear photos when reporting damage or fulfillment errors. For temperature-sensitive or sterile items, we may require additional information (e.g., delivery timestamp, tracking details) to assess eligibility. We reserve the right to deny claims where products have been opened, used, altered, or stored improperly after delivery.
Need help with an order?
Contact support
Send us a message with your order number, the item(s) in question, and any relevant photos. Our team will respond as soon as possible during business hours.
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