FAQ’s
What does your warranty cover?
Our peptide products feature an industry-leading “Dual Quality Guarantee” covering both molecular-level activity and purity.Purity Guarantee: We guarantee that the biochemical purity of all peptides shipped from our facility strictly meets or exceeds the specifications stated in the Certificate of Analysis (COA) (standard research-grade purity is typically $\ge$ 98.5%).
Transport Activity Insurance: Any molecular degradation resulting from force majeure events during transit—such as severe, non-human-induced logistical delays that cause ice packs to completely melt—is covered under our free replacement policy.
Note: Loss of activity resulting from subsequent customer actions—including improper dilution, improper freeze-thaw cycles, incompatible mixing, or failure to store the product at -20°C while protected from light—is not covered under this warranty.
Can I return or exchange my order?
Given that high-purity peptides (lyophilized powder/liquid) are specialized biochemical reagents that are extremely sensitive to temperature and light, our return and exchange policy is contingent upon the condition of the product:
Unopened Products: We accept return requests within 7 days of receipt, provided that the tamper-evident sterile seal on the outer packaging remains intact and the product has been continuously stored under the required frozen conditions (-20°C).
Opened/Dissolved Products: As these are specialized consumables, once the packaging has been opened or the product has been utilized in an experiment, we regret that we cannot accept standard returns or exchanges based on a change of mind (except in cases involving quality-related claims).
How did my package ship?
To maximally safeguard the structural integrity and biochemical activity of our peptides, all our packages are shipped utilizing high-standard, pharmaceutical-grade temperature-controlled cold chain technology：
Standard Cold Chain: We utilize custom-designed, extra-thick, high-density foam containers, internally equipped with high-capacity, manufacturer-supplied ice packs. Shipments are dispatched directly via SF Express Pharmaceutical Cold Chain (for domestic orders) or FedEx/DHL Air Express (for international orders).
Specialized Modified Peptides: For liquid formulations of active peptides that are highly susceptible to degradation, we default to a deep-cold packaging method utilizing a full dry ice payload at $-78.5^\circ\text{C}$, ensuring that the product remains in an actively frozen state throughout its entire journey—from our central laboratory directly to your laboratory bench.
How do I know my package has shipped?
Once your package has successfully cleared quality inspection at our central chemical warehouse and been handed over to our cold-chain logistics provider, the system will trigger two simultaneous notifications:
Email Notification: You will receive an email at your registered address containing the Official Certificate of Analysis (COA – Digital Copy) as well as your exclusive logistics tracking number.
Website Tracking: You may log in to your account on our official website at any time; simply click on “Recent Orders” and select the corresponding order to instantly track the real-time transit status and estimated delivery time of your cold-chain shipment.