Shipping & Returns

Shipping

Processing & dispatch

Orders placed before 2:00 p.m. CT on a business day ship the same day from our facility in Madison, WI. Orders after the cutoff, or on weekends and holidays, ship the next business day.

Rates & timing

• Free standard shipping on orders of $75 or more (after discounts).
• $6.95 flat standard shipping on orders under $75.
• Standard delivery takes 2–5 business days in the continental U.S.

Coverage

We currently ship to U.S. addresses only, including Alaska and Hawaii (allow 2–4 extra days). PO Boxes and APO/FPO addresses are supported via USPS. International shipping is on the roadmap.

Tracking

You’ll get an email at every stage, and the Track Your Order page shows live status using your order number and email — no account needed.

Storage on arrival

Vials ship lyophilized with a cold pack. On arrival, move them to −20 °C storage, protected from light, until reconstitution. Let a cold vial reach room temperature before opening to avoid condensation. Reconstituted solutions should be refrigerated at 2–8 °C and used within your study window.

Damaged, mis-shipped, or cold-chain-failed orders

If an order arrives damaged, mis-shipped, or with a warm/compromised cold pack, email a photo and your order number to support@pepbiotics.com within 30 days and we’ll reship at no cost — you don’t need to return anything. If a package shows as delivered but hasn’t arrived, give it 24 hours (carriers occasionally pre-scan), then contact us and we’ll reship.

Returns

Because these are research reference materials, integrity matters:

• Opened vials are not returnable for safety and integrity reasons.
• Unopened vials in original condition may be returned within 30 days of delivery.
• No restocking fees on genuine shipping errors — we always make those right.

Order changes & cancellations

We can change or cancel an order any time before it ships — usually a window of a few hours. Reply to your confirmation email as soon as possible. Once a package is with the carrier we can’t redirect it, but the reship policy still applies if it arrives damaged.