Shipping and refunds

Dispatch

Orders placed before 2pm ET on a working day go out the same day. After the cutoff, or at a weekend, they go the next working day. The tracking number is emailed when the label is made, not when the parcel first moves — so you have it before the carrier has scanned anything.

How it travels

Lyophilized material ships in an insulated mailer with gel packs, tamper-evident, by USPS Priority, UPS or FedEx depending on the destination. Solutions and strips ship cold where the specification calls for it.

Shipping is $12.99 an order and free over $1,000. Two speeds are offered, 2-Day and Overnight, the latter at $250 more. There is no standard service. United States only — we do not ship internationally.

If something is wrong

Broken, warm, wrong or missing: tell us within 72 hours of delivery with a photograph, and the replacement ships at our cost. No return needed for a broken vial — a photograph is enough.

Marked delivered but not received: tell us, and we will open a claim with the carrier on your behalf.

Returns

There is no change-of-mind return window. Our fulfilment partner does not take unopened stock back, so we do not offer it. Write to us before sending anything back.

Opened vials cannot be returned. We cannot verify how material has been stored once it has left our custody, and we will not put it back on the shelf for somebody else.

A lot that fails its own published specification is refunded in full, opened or not.

Refunds

Back to the original payment method within five working days of the return arriving, or of us agreeing a claim. Your bank then takes its own five to ten days.

Shipping is refunded when the fault was ours. It is not refunded on a change of mind.

Reaching a person

support@touchstonepeptides.com, [Business phone]. A person answers, the same day.