Shipping & returns

Dispatch

Orders placed before 2:00 PM ET on a business day are dispatched the same day. Orders placed after that cut-off, or on a weekend or federal holiday, are dispatched the next business day. Tracking is emailed automatically at carrier handoff.

Occasionally a lot is pulled for re-testing after an order is placed. If that delays your shipment we will email you the same day with the reason and a revised date. We do not ship a substitute lot without telling you.

Rates and transit

Domestic orders over $200 ship standard at no charge. Cold-chain surcharges still apply where the compound requires it.

We ship within the United States only. Import requirements for research chemicals vary substantially by jurisdiction, and a shipment held or seized at a border is a worse outcome for the recipient than an order we declined to take.

Cold chain

Temperature-sensitive compounds ship in validated insulated packaging with phase-change gel packs sized to the service level. Lyophilized peptides are stable at ambient temperature for the length of a normal transit; the packaging is insurance against an unusually long or hot one, not a requirement for the compound to survive the trip.

Move everything to −20 °C on arrival. Per-compound storage conditions are on each product page and on the safety data sheet.

Damage, error, and shortfall

Inspect your shipment on arrival. If any of the following applies, photograph the outer packaging and the affected vials as received and email orders@lenspeptides.com within 72 hours of delivery:

• A vial arrived broken, cracked, or with a compromised seal
• Gel packs on a cold-chain shipment arrived fully thawed and warm to the touch
• The compound, size, or quantity does not match your order
• The lot number on the vial does not match the certificate you were issued
• Analytical results for the lot fall outside the published specification

Any of these is replaced at our cost. You do not need to return the affected item and you will not be charged shipping on the replacement. If the compound is temporarily out of stock we will offer a full refund instead rather than make you wait.

Returns

We do not accept returns of research reagents. Once a temperature-sensitive material has left our custody we have no way to verify how it was stored, and we will not resell a vial to another researcher on the assumption that it was handled correctly.

This is not a restocking-fee policy or a hurdle designed to discourage claims. It is the same reasoning that makes our chain-of-custody documentation worth anything. What we cover instead is everything in the section above — anything that arrives damaged, incorrect, mismatched, or outside specification is replaced or refunded in full.

Cancellations

Orders can be cancelled without charge any time before dispatch. Email orders@lenspeptides.com with your order number. Once a shipment is in transit it cannot be recalled, and the returns policy above applies.

Refused and undeliverable shipments

A shipment refused at delivery or returned as undeliverable is inspected on arrival. If the cold chain is intact and the seals are unbroken we will refund the order less outbound and return shipping. If it is not, we cannot refund it — the material is destroyed rather than restocked.