Refund & Shipping Policy

We aim to make every order fast, accurate, and predictable. Please read this policy carefully before purchasing — by placing an order with PepSelect you agree to the terms below.

Shipping

Orders placed before 10:00 AM ET, Monday through Thursday, ship the same day. Orders placed after 10:00 AM ET, Monday through Thursday, ship the next day. Orders placed Friday through Sunday ship on Monday. Holidays can shift these times when carrier services are closed.

Once your order ships, you will receive tracking information by email. Delivery estimates begin when the carrier takes possession of the package; transit times, delays, and final delivery are the responsibility of the carrier and are outside our control. Pep Select ships to all 50 U.S. states, Washington, D.C., and Puerto Rico. Alaska and Puerto Rico orders ship by USPS only. For a Puerto Rico address, select Puerto Rico in the State / Territory field so checkout can calculate the correct tax and USPS rate. We do not currently ship to the U.S. Virgin Islands, other U.S. territories, or overseas military addresses. UPS and FedEx ground, two-day, three-day, and next-day services are available where supported. Eligible orders with a subtotal of $200 or more receive free two-day shipping. USPS is also available for PO boxes and when UPS or FedEx service is unavailable. Available services and rates are calculated at checkout.

Cancellations & Refunds Before Shipment

Refunds may be requested only while your order has not yet shipped.

Cancellation requests must be submitted by email before your order ships.
If a shipping label has already been created, shipping fees are non-refundable.
Unpaid orders are automatically canceled 90 minutes after placement.

After Shipment — All Sales Final

Due to the sensitive nature of research compounds, all sales are final once an order has shipped. We do not accept returns or offer cancellations for orders in transit, and we cannot resell returned product. Carrier delays do not qualify for refunds.

Damaged or Incorrect Orders

If your order arrives damaged or incorrect, we will make it right. Contact us within 72 hours of delivery and include:

Your order number
Clear photos of the affected product(s) and the packaging

Upon verification, we will offer a replacement shipment at no cost, a refund, or store credit, at our discretion. Requests submitted outside the 72-hour window may not be eligible.

Dilution and cloudiness: Cloudiness that appears after a compound is reconstituted is almost always caused by the reconstitution solution rather than the compound. Cloudiness is not eligible for a refund, replacement, or credit unless the reconstitution was performed using a laboratory-grade reconstitution solution.

Packages Marked as Delivered

If tracking shows a package was marked “Delivered,” responsibility transfers to the carrier and recipient. If you believe a delivered package is missing, first contact your local carrier or post office to open an inquiry. Proof of carrier contact is required before we can consider a reshipment; without carrier confirmation, reshipments cannot be issued. If tracking confirms a package was never delivered, contact us and we will investigate and work with you to resolve it.

Not Eligible for Refund or Replacement

Orders that have already shipped
Shipping fees once a label has been created
Incorrect shipping addresses entered at checkout
Change of mind after ordering
Packages marked as Delivered by the carrier (without carrier confirmation of loss)
Carrier delays or mishandling after carrier acceptance
Issues arising from misuse, improper storage, or misapplication of research materials

Refund Processing

Approved refunds are issued to the original payment method within 5–10 business days. Shipping costs are non-refundable unless the issue was our error.

Contact Us

If you believe your order qualifies for review, reach out to [support@pepselect.com]. We review every request case by case and will always do our best to help when eligibility criteria are met.