Shipping, Return, & Refund Policy

Shipping, Return, & Refund Policy

All Peptual Global products are sold strictly for Research Use Only (RUO) and are not for use in humans or animals. Products are sold to businesses and research buyers only; we do not sell to individual consumers. See our Terms and Conditions for full details.

Order Processing

Orders ship within two (2) business days of confirmation. White-label orders (custom packaging or private-label branding) require additional handling and should allow up to five (5) business days. If we are unable to ship an order within the applicable timeframe, we will notify you and offer the option to consent to the delay or cancel the order for a full refund.

Order Changes & Cancellations

To request a change or cancellation, email support@peptualglobal.com within twenty-four (24) hours of order confirmation. Once an order has entered processing, it cannot be changed or cancelled.

Shipping

Unless otherwise agreed in writing, international shipments are made under Incoterms® 2020 CPT (Carriage Paid To) the destination named in the customer’s sales order. Peptual Global arranges and pays for carriage to that destination, but risk of loss or damage transfers to the customer once the shipment is tendered to the carrier (e.g., FedEx), regardless of the delivery destination.

• Peptual Global is responsible for export clearance and arranging carrier delivery to the destination named in the customer's sales order. Customers are responsible for all import formalities, including customs clearance, duties, taxes/VAT, and any import permit required for research materials in the destination country.
• We do not ship to countries where a product cannot be legally imported, or where U.S. export restrictions apply. If an order is cancelled for this reason, it will be refunded, less any costs already incurred.
• Temperature sensitive items ship using cold chain packaging, however, customers are responsible for ensuring customs clearance does not delay delivery, as extended transit may compromise required storage conditions.

Delivery Responsibilities

Customers are responsible for providing an accurate shipping address, ensuring a recipient is available to receive the shipment, and storing the product per labeled conditions immediately upon delivery. Peptual Global is not responsible for issues caused by an incorrect address, a missed delivery, a customs hold, or a package left unattended after delivery.

Damaged or Incorrect Orders

Shipments must be reported within two (2) business days of carrier confirmed delivery if a product arrives damaged, does not match its Certificate of Analysis, or was incorrectly supplied. Claims must include photographs of the outer packaging, inner packaging, and product; the product and all packaging must be retained until the claim is resolved. For approved claims, Peptual Global will replace the product or issue a refund, at its discretion, within seven (7) business days of claim approval; refunds are issued to the original payment method.

Returns & Refunds

All sales are final due to safety, cold chain, and quality control requirements. Returns, exchanges, and refunds are not accepted except as set out under Damaged or Incorrect Orders above. This includes temperature sensitive products, opened or used items, custom orders, and white label products. This policy should be read together with our Terms and Conditions, which set out additional terms including limitation of liability and governing law.

Refused, Seized, or Undelivered Packages

Risk of loss and title transfer to the customer upon tender of the shipment to the carrier, as set out under Shipping above. No refund is issued for a shipment that is held, seized, delayed, or returned by customs, or that is refused or undelivered due to an incorrect address, missed delivery, or failure to provide import details requested by the carrier or Customs, as cold-chain custody cannot be guaranteed once the shipment leaves our custody. Reshipment, where possible, is at the customer’s cost.

Delays Outside Our Control

Peptual Global is not liable for delays caused by carrier disruptions, customs holds, natural disasters, or other events outside its reasonable control.

Contact Us

Email Support@PeptualGlobal.com with any questions regarding this policy.