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Help center

how can we help?

Search self-serve answers on handling, storage, orders, and COAs. Most questions are covered below — a human is one message away if not.

Compliance

What does “research use only” mean?

Every product is sold strictly for in-vitro laboratory research. They are not for human or veterinary use, are not FDA-approved, and may not be used as a drug, food, cosmetic, or supplement. By ordering you confirm you are a qualified researcher, 21+, and will use them for laboratory research only.

Handling

How should I store peptides?

Lyophilised (powder) vials are stable at room temperature for short periods but are best kept refrigerated (2–8°C) and away from light for longer storage, and frozen (−20°C) for long-term. After reconstitution, keep refrigerated and use within the window noted on the COA. Always follow your lab's SOPs.

How do I reconstitute a vial?

Reconstitution is lab prep, not a dose. Add bacteriostatic or sterile water down the side of the vial, let it dissolve without shaking, and store refrigerated. Use our on-site reconstitution calculator on any product page to work out concentration (mg per mL) and volume from your vial size and target working amount.

Quality

Where's the certificate of analysis (COA)?

Every lot is tested by reverse-phase HPLC and LC-MS, and a lot-specific COA ships with each vial. You can also verify any batch by its lot number. If you need the COA re-sent, contact us with your order number or lot and we'll email it.

Orders

How fast do orders ship?

Orders are dispatched within 48 hours (often same or next business day), cold-chain packed on ice, in plain unbranded packaging, with tracking on every parcel.

How do I track my order?

Once your order ships you'll get a USPS tracking number — it's on your order in your account under “Your orders,” and you can ask Pep “where's my order?” with your email and it'll pull the latest status.

What's your return / reship policy?

Because these are research chemicals, opened items can't be returned. But every order is covered by shipment protection: if a parcel is lost, damaged, or seized in transit we reship or refund it — just contact us with your order number to file a claim.

What payment methods do you accept?

Checkout is secure and card payments are handled by our processor (your card details never touch our servers). If a payment method isn't working, reach out and we'll help.

Account

How do accounts and order history work?

Create an account to see your order history, tracking, COAs, and your support messages in one place. You can also reply to any support conversation from your account.

Partners

How does the affiliate / partner program work?

Researchers and creators can earn 10–20% for referrals. Apply from the Partner Program page (you'll create an account), and once approved you get a referral link, a stats dashboard, and a direct line to the partner team. You can also just ask Pep to start you off.

still need help?

Can't find your answer? Message our team and a human replies within 24 hours — or ask Pep, our concierge, in the chat at the bottom-right for an instant reply.

Message usPep (bottom-right) answers instantly, day or night.

All products are sold for research use only (RUO). Not for human or veterinary use.