FAQ Help Center

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Warranty Program

Our peptide products feature an industry-leading “Dual Quality Guarantee” covering both molecular-level activity and purity.

Purity Guarantee: We guarantee that the biochemical purity of all peptides shipped from our facility strictly meets or exceeds the specifications stated in the Certificate of Analysis (COA) (standard research-grade purity is typically $\ge$ 98.5%).
Transport Activity Insurance: Any molecular degradation resulting from force majeure events during transit—such as severe, non-human-induced logistical delays that cause ice packs to completely melt—is covered under our free replacement policy.
Note: Loss of activity resulting from subsequent customer actions—including improper dilution, improper freeze-thaw cycles, incompatible mixing, or failure to store the product at -20°C while protected from light—is not covered under this warranty.

If you find during your experiments that the peptide’s targeting activity does not meet expectations, please follow these three simple steps within 30 days of receiving the shipment to initiate an academic-level appeal:

  1. Send an email to our technical support team, specifying your Order Number and Peptide Batch Number.
  2. Attach the raw analytical data from your laboratory (e.g., HPLC chromatograms, mass spectra, or results from biological activity assays such as Western Blots or ELISAs).
  3. Our Academic Technical Committee—led by postdoctoral researchers—will complete the data verification process within three business days. Should a synthesis defect be confirmed, we will immediately arrange for a free resynthesis (re-preparation) of the peptide or issue a full refund.

Addressing the characteristic susceptibility of short-chain amino acids to temperature fluctuations, we provide cold chain logistics featuring precise temperature control：

Standard Cold Chain: Utilizes custom-designed, high-density, extra-thick foam containers paired with eco-friendly refrigerant gel packs, delivered with extreme speed via SF Express Pharmaceutical Cold Chain (domestic) or FedEx/DHL Priority (international).
Deep-Freeze Dry Ice Transport (for Specially Modified Peptides): Specifically designed for highly labile or pre-dissolved liquid active peptides, we offer customized end-to-end deep-freeze transport at $-78.5^\circ\text{C}$ using dry ice, ensuring the peptide’s secondary molecular structure remains perfectly locked in a stable state.

Given the specialized nature of high-purity biochemical reagents and the requirements for experimental rigor:

Unopened Products: Within 7 days of receipt, provided that the tamper-evident seal on the outer packaging remains intact and the product has been continuously maintained under the required frozen storage conditions, we accept returns or exchanges without cause (customers are responsible for the return shipping costs via SF Express Cold Chain).

Opened/Dissolved Products: We generally do not accept returns or exchanges without cause. However, if laboratory testing reveals a discrepancy in purity or an error in sequence synthesis, we will unconditionally implement the aforementioned [Quality Guarantee & Resynthesis Policy].

When your order total meets the threshold for free shipping, we cover the cost of the premium, one-way cold chain transport from our facility to your laboratory：

If you request a return for reasons unrelated to product quality (e.g., selecting the incorrect sequence or ordering the wrong quantity), you must utilize a cold chain shipping service of equivalent standard—such as SF Express Pharmaceutical Cold Chain or SF Express Priority Service—to ensure the preservation of the returned product’s molecular activity. In such instances, the return shipping costs must be borne by your organization. However, should a return be approved following a successful quality-related claim, we will fully reimburse the return shipping expenses.

We accept prepaid research funds from organizations; by topping up your account with a corresponding amount, you can receive a bonus of up to 20% in cash account credit. Furthermore, the prepaid gift cards you purchase remain valid indefinitely, and we issue official VAT invoices categorized as “Reagents/Raw Materials,” thereby ensuring the worry-free advancement of your modern scientific research.

Upon opening an account and registering for the first time, you can directly claim a 15% off coupon for your first order of compound formulas right on the homepage.

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Returns & Exchanges

Given that high-purity peptides (lyophilized powder/liquid) are specialized biochemical reagents that are extremely sensitive to temperature and light, our return and exchange policy is contingent upon the condition of the product:

Unopened Products: We accept return requests within 7 days of receipt, provided that the tamper-evident sterile seal on the outer packaging remains intact and the product has been continuously stored under the required frozen conditions (-20°C).
Opened/Dissolved Products: As these are specialized consumables, once the packaging has been opened or the product has been utilized in an experiment, we regret that we cannot accept standard returns or exchanges based on a change of mind (except in cases involving quality-related claims).

If your order meets the criteria for an unopened return, please follow the academic-grade cold chain return procedure outlined below:

  1. Submit Request: Contact our online customer service team or send an email, providing your order number and photographs of the unopened outer packaging.
  2. Cold Chain Return: Upon receiving a Return Merchandise Authorization (RMA), you must use a specialized temperature-controlled cold chain logistics service (such as SF Express Pharmaceutical Cold Chain) to ship the goods back to us. Please ensure that the original manufacturer’s Certificate of Analysis (COA) is included with the shipment.
  3. Refund Processing: Once we have received the returned goods and our laboratory has confirmed that their molecular structure remains intact—undamaged by degradation at ambient temperatures—we will process your refund within 3 business days via the original payment method.

To ensure zero loss of peptide activity during the “last mile” journey from our synthesis facility to your laboratory, we currently operate primarily under a “Direct-from-Manufacturer” model. Consequently, we have not established—nor do we authorize—uncontrolled third-party retail outlets within the Greater China region or in select overseas markets.

All standard library peptides and custom-synthesized peptides are uniformly synthesized and subjected to rigorous quality control at our state-of-the-art central laboratory. They are then shipped directly and rapidly to your laboratory via a specialized, temperature-controlled cold chain logistics network, thereby guaranteeing full traceability and ensuring that you receive active raw materials of the highest integrity, delivered straight from the source.

Exchanges Due to Quality Issues: We will unconditionally and free of charge resynthesize (re-prepare) your order. You will not incur any additional costs, and your original discount benefits will remain entirely unaffected.

Exchanges Not Due to Quality Issues: If you wish to exchange your order for a peptide with a different sequence, the “15% First-Time Order Coupon” or “Limited-Time Lab Allowance” applied to your original order will be automatically applied to the new, equivalent replacement item. However, should the new sequence result in a price difference due to complex modifications, you will be required to pay the difference.

Exchanges Due to Quality Issues: We will unconditionally and free of charge resynthesize (re-prepare) your order. You will not incur any additional costs, and your original discount benefits will remain entirely unaffected.

Exchanges Not Due to Quality Issues: If you wish to exchange your order for a peptide with a different sequence, the “15% First-Time Order Coupon” or “Limited-Time Lab Allowance” applied to your original order will be automatically applied to the new, equivalent replacement item. However, should the new sequence result in a price difference due to complex modifications, you will be required to pay the difference.

High-purity active peptides—whether in the form of lyophilized powder or liquid compounded formulations—are biochemical substances that are extremely sensitive to external environmental conditions. Our physical retail experience stores, administrative offices, and standard business centers are not equipped with ultra-low-temperature storage facilities (such as specialized, research-grade freezers operating at temperatures ranging from −20°C to −80°C).

If you return or ship products directly to a location other than our designated laboratory receiving point without prior authorization, the peptide molecules—when exposed to ambient temperatures for extended periods—are highly susceptible to irreversible structural degradation and a loss of biological activity. This not only results in the complete spoilage of the expensive raw materials in that batch but also prevents them from passing our quality control and warehousing inspection, thereby rendering us unable to process a refund or exchange for you.

Shipping & Recent Orders

To maximally safeguard the structural integrity and biochemical activity of our peptides, all our packages are shipped utilizing high-standard, pharmaceutical-grade temperature-controlled cold chain technology：

Standard Cold Chain: We utilize custom-designed, extra-thick, high-density foam containers, internally equipped with high-capacity, manufacturer-supplied ice packs. Shipments are dispatched directly via SF Express Pharmaceutical Cold Chain (for domestic orders) or FedEx/DHL Air Express (for international orders).

Specialized Modified Peptides: For liquid formulations of active peptides that are highly susceptible to degradation, we default to a deep-cold packaging method utilizing a full dry ice payload at $-78.5^\circ\text{C}$, ensuring that the product remains in an actively frozen state throughout its entire journey—from our central laboratory directly to your laboratory bench.

This scenario is very common within research institutions and large-scale biopharmaceutical parks. The primary reasons are as follows:

Centralized Receipt by the Institution: In accordance with the management regulations of the school or park, couriers delivering cold-chain pharmaceutical shipments typically deliver packages to a central mailroom, the equipment department of a biology building, a reception desk, or a designated temporary storage point for biological reagents, where they are signed for collectively by administrative staff.

Recommended Actions: Please prioritize checking the name of the recipient listed on your shipping label (which is often the property management staff or mailroom personnel signing on your behalf), or immediately contact our online customer service team. We will assist you in contacting the cold-chain courier to pinpoint the specific location of the refrigeration unit where your package has been stored, thereby preventing it from being inadvertently left in a room-temperature environment.

Delivery timelines depend on the category of your peptide products:

Standard Stock Peptides: Orders placed and paid for before 14:00 (2:00 PM) on a business day will be packed and dispatched via cold-chain logistics on the same day. Delivery to major domestic cities typically takes as little as one business day, while delivery to key international research hubs takes 3–5 business days.

Custom Peptide Sequences (Custom Synthesis): These require a multi-stage process involving sequence evaluation, solid-phase synthesis, HPLC purification, and dual verification via mass spectrometry. The standard turnaround time for routine sequences is typically 7–14 business days. You can view real-time updates regarding your specific production schedule and current laboratory progress within the “Recent Orders” section of your User Center.

Definition of Business Days: Our production, quality control, and logistics centers operate from Monday through Friday (excluding statutory holidays).

Special Policy for Weekend Shipping: Given the unique nature of biologically active substances—and to prevent packages containing them from becoming stranded at courier transit hubs on Sundays (when such facilities are closed), which could lead to the melting of ice packs and subsequent loss of product activity—we typically do not dispatch sensitive peptides requiring inter-provincial or international transit on Friday afternoons or Saturdays. Such orders are uniformly scheduled for packaging and dispatch on Monday mornings, utilizing freshly prepared refrigerants to ensure the utmost safety and integrity during transit.

Once your package has successfully cleared quality inspection at our central chemical warehouse and been handed over to our cold-chain logistics provider, the system will trigger two simultaneous notifications:

Email Notification: You will receive an email at your registered address containing the Official Certificate of Analysis (COA – Digital Copy) as well as your exclusive logistics tracking number.

Website Tracking: You may log in to your account on our official website at any time; simply click on “Recent Orders” and select the corresponding order to instantly track the real-time transit status and estimated delivery time of your cold-chain shipment.

This constitutes a normal delay in logistics data entry, commonly observed in the following two scenarios:

Pre-generated Tracking Numbers: When our central laboratory completes peptide synthesis and generates the corresponding dispatch labels, the system automatically pre-generates a logistics tracking number and sends it to you. At this stage, the package may still be undergoing final High-Performance Liquid Chromatography (HPLC) quality checks or the cold-chain dry ice packaging process; consequently, the courier service’s official tracking system has not yet formally recorded the package pickup scan.

Cold-Chain Handover Delays: Our specialized pharmaceutical cold-chain transport service operates on a scheduled, centralized pickup model, with packages typically being scanned collectively during the late evening hours each day. If your tracking number remains without any status updates for more than 24 hours, please contact our customer service team immediately; we will manually verify the actual dispatch status of your package at our central warehouse.