Important notice
Handling conditions matter
Because products are supplied for laboratory research workflows, returns may be limited once an item has been dispatched, opened, handled, or exposed to uncontrolled storage conditions.
Order issue guidance
Refunds & Returns
Clear support guidelines for damaged parcels, incorrect items, order issues, and research product handling limitations.
Order supportDamaged parcel helpIncorrect item reviewResearch-use handling
Support review
Eligible Review Cases
Damaged in transit
If your parcel arrives damaged, contact support with photos and order details.
Incorrect item received
If you receive a different item than ordered, contact support before opening or using the product.
Missing item
If an item appears missing, keep all packaging and contact support.
Fulfillment issue
If there is a clear fulfillment error, support will review the order information.
Case-by-case review
Cases That May Not Qualify
These situations can limit the available resolution, depending on the order and supporting information.
Opened or handled products
Product integrity can no longer be verified after opening or handling.
Incorrect storage after delivery
Storage conditions outside the store’s control may affect eligibility.
Incorrect customer address
Customers are responsible for accurate delivery details at checkout.
Carrier delays
Delivery delays outside store control do not automatically qualify for a refund.
Change of mind after dispatch
Once dispatch begins, cancellation or return options may be limited.
Unrelated expectations
Expectations unrelated to the research-use product description do not establish a return basis.
Resolution process
How to Request Support
- 1
Contact support quickly
Report the issue as soon as reasonably possible.
- 2
Include your order number
Help the team locate the correct Shopify order.
- 3
Attach clear photos
Include product, parcel, label, and damage photos where relevant.
- 4
Wait for review
Do not return anything until support provides confirmation.
Required Information
- Order number
- Email used at checkout
- Product name
- Lot/batch number if visible
- Photos of product/parcel
- Description of issue
- Carrier tracking number if relevant
Return Authorization
Do not send items back without support confirmation. Unapproved returns may not be accepted.
Refund Method
If a refund is approved, it is normally processed back to the original payment method through Shopify/payment provider systems. Processing times can vary by bank or provider.
Research-Only Boundary
Crystal Peptides does not guarantee research outcomes and cannot accept returns based on expected biological or experimental results.
Compliance notice
Laboratory reference compounds
All products are supplied strictly as reference compounds for in-vitro laboratory research. They are not for human or veterinary use.
Need assistance?
Start with the right support route
Include your order details so the team can review the issue efficiently.