Shipping and returns

1. Destinations

The checkout shows the destinations we can currently serve. Sanctioned or carrier-restricted destinations are not offered. If your country is not listed, contact support@biopepsynlab.com before ordering; we may be able to confirm a route in writing, but we do not guarantee one.

2. Shipping charges

Standard tracked international shipping is USD 19.00 per order. Orders of USD 300 or more ship free. The charge shown at checkout is the charge for that order; we may change the rate for future orders. Bank, card, network or intermediary fees are separate and are not shipping charges.

3. Dispatch and tracking

We prepare an order after payment is confirmed and the delivery details are verified. Dispatch timing depends on item availability and destination. We do not promise a fixed dispatch date unless we confirm it in writing for that order.

When the carrier provides tracking, we record it on the order and email it to the address on the order. Tracking can take time to activate, and some routes do not provide end-to-end scans.

Delivery dates are estimates. We are not responsible for carrier delays, customs holds, weather, strikes or other events outside our control.

4. Customs, duties and taxes

Unless we agree otherwise in writing, delivery is DDU (delivered duty unpaid). Import duties, taxes, clearance charges and local fees are the buyer’s responsibility. We do not guarantee customs clearance or a particular delivery time.

If a parcel is held, refused, abandoned or seized by customs, contact us with the carrier or customs reference. We will review the available record. Any replacement or refund depends on the written terms for that order and the carrier’s findings. Return shipping and customs costs may be deducted where the buyer caused the refusal or failed to provide required information.

5. Damage, wrong item or short delivery

Inspect the parcel when it arrives. If it is visibly damaged, contains the wrong item, or is missing a line, contact us within 7 days of delivery with:

• the order number;
• photographs of the outer packaging, the shipping label and the affected vials or labels;
• a short description of what is wrong.

Keep the packaging and affected materials until the claim is reviewed. Where we accept the claim, we will replace the affected item or refund it under section 8 of the terms of sale.

6. Non-delivery

If tracking shows no movement or the parcel has not arrived within 30 days of dispatch, contact us with the order number. We will open a carrier enquiry. A replacement or refund is offered where the carrier confirms the parcel is lost, subject to the route and the written terms for the order.

7. Returns

Because research materials are sensitive to temperature, light and integrity, we do not accept change-of-mind returns. This does not affect mandatory rights under applicable law. If we ask you to return an item for a damage or wrong-item claim, we will give you the return address and instructions; do not send anything back before we confirm.

8. Refunds

Approved refunds are returned by the original payment route where possible: card refunds through Stripe, bank refunds by transfer, and USDT refunds to the originating wallet after verification. We may deduct non-recoverable payment, network or bank fees. Provider and network processing times vary; we will tell you when the refund is initiated.

9. Bulk projects and independent testing

Bulk and custom projects may have a separate written acceptance record, including sampling, testing scope and remedies. That written record controls for that project. A sample COA or historical report does not establish the result for a new batch.

10. Contact

Shipping questions, claims and address changes: support@biopepsynlab.com. Include the order number so we can find the record.