Order Processing

Most in-stock orders are prepared within 1–3 business days after payment is authorized. Weekends and public holidays are not business days. If a product has a different lead time, it will be shown on the product page or communicated in the order confirmation.

Orders may be held briefly while we verify payment, research-use details, delivery information, inventory, or compliance requirements. An order is accepted only after payment authorization and our review is complete.

Shipping Availability

Available delivery methods, charges, and any destination restrictions are displayed at checkout. We ship only where the products, shipment, possession, and intended use are lawful. We may refuse or cancel an order when a legal, compliance, payment, inventory, or carrier restriction applies.

Customers are responsible for providing a complete, accurate, and deliverable address. Address changes cannot be guaranteed after an order enters processing.

Packaging & Responsible Handling

Orders are packaged to protect product integrity and customer privacy. Research materials are handled according to the information available for the product and shipment type.

Temperature-sensitive materials should be moved promptly to the storage conditions stated on the product page, label, or accompanying documentation. Time in transit does not automatically indicate that a product is compromised.

Tracking & Delivery Estimates

When tracked service is available, tracking information is sent after the carrier accepts or scans the package. A label-created status may appear before the first carrier scan.

Delivery dates are estimates unless expressly stated otherwise. Customs processing, weather, holidays, remote-area service, security checks, and carrier disruption can cause delays outside our control.

Marked delivered but not received

Check the delivery location, mailbox, reception area, household members, neighbors, and any safe place used by the carrier. If the package remains missing, contact the carrier and then our team with your order number and tracking details.

International Orders, Customs & Import Charges

International shipments may be inspected, delayed, refused, or assessed duties, taxes, brokerage fees, or other charges by destination authorities. Unless expressly included at checkout, these charges are the customer’s responsibility.

The customer must confirm that import, possession, storage, and research use are permitted in the destination jurisdiction. We cannot misdeclare contents, value, or purpose, and we cannot guarantee customs clearance.

Payments & Order Security

Current payment options are shown at checkout. Payment authorization may be reviewed for fraud prevention and account security. Payment providers process payment credentials under their own terms and privacy notices; Helipep Peptides retains only the transaction records reasonably needed for order administration, accounting, support, fraud prevention, and legal compliance.

If a payment is pending, declined, reversed, or requires additional verification, preparation may be delayed until the issue is resolved.

Damaged, Incorrect, Delayed or Missing Shipments

Inspect the shipment promptly. For visible damage, an incorrect item, missing contents, or suspected compromise, contact us within 48 hours of delivery. Include your order number, a clear description, and photographs of the outer packaging, shipping label, internal packaging, and affected product.

Keep all packaging and do not open, use, discard, or return a compromised item until we provide instructions. We may require a carrier investigation before deciding on replacement or refund eligibility.

See the Refunds & Returns Policy for eligibility and next steps.