1. Order Processing
Orders placed before 12:00 PM MST are typically shipped the same business day, and no later than the next business day.
Orders placed:
- After 12:00 PM MST
- On weekends
- On holidays
will be processed and shipped on the next business day.
2. Delivered Packages
Once a shipment is marked as “Delivered” by the carrier, responsibility for the package transfers to the customer.
Peptgenx is not responsible for packages that are lost or stolen after delivery, including but not limited to:
- Porches
- Mailrooms
- Front desks
- Lockers
- Other delivery locations
Customers are responsible for:
- Ensuring a secure delivery location
- Monitoring tracking updates
- Retrieving packages promptly
For added security, we recommend:
- Carrier hold options
- Signature-required delivery (when available)
- Delivery to secure or attended locations
3. Non-Delivery, Damage, or Fulfillment Issues
All shipping-related issues—excluding theft after confirmed delivery—must be reported within 7 calendar days of the carrier’s delivery or attempted delivery date.
This reporting window is strictly enforced. Claims submitted outside this timeframe will not be accepted.
4. Required Documentation for Claims
To process any claim involving damage, missing items, or fulfillment errors, the following documentation is required:
- A full unboxing video recorded from the moment the package is first opened
- Clear photos of the external packaging
- Clear photos of the package contents
- Clear photos of the packing slip
- The tracking number
- A brief written description of the issue
Claims submitted without complete documentation will be denied.
5. Resolution
If a claim is reviewed and verified as a Peptgenx fulfillment or shipping error:
- A replacement shipment will be issued at no additional cost
Please note:
- No cash refunds will be issued
- No store credits are guaranteed
This policy ensures accurate handling of all orders while maintaining strict quality control and accountability throughout the fulfillment process.