Specific timelines, clear responsibilities, and a straightforward resolution process.
We accept eligible unopened returns and provide a separate resolution path for damaged, incorrect, defective, or missing orders.
Return Window and Eligible Condition
Eligible products may be returned by mail within 7 calendar days after confirmed delivery when they are unopened, unused, and in their original product packaging with the tamper-evident seal or other protective closure intact.
To protect product integrity and chain of custody, opened, used, altered, relabeled, improperly stored, or unsealed products are final sale and cannot be returned.
After the return window: Once the 7-day unopened-return window has passed, all sales are final, except for verified fulfillment errors, damaged or incorrect items, missing contents, approved carrier-loss claims, or any remedy required by applicable law.
How to Start a Return
Before mailing anything, contact support@mypurepeptide.com or use the Contact page. Include your order number, shipping ZIP code, product name, quantity, and reason for the return.
Approved returns receive return instructions and the correct return address. Returns sent without authorization, to the public mailing address, or by cash-on-delivery may be refused. Use a trackable shipping service and retain the receipt until the return is completed.
Return Shipping and Restocking Fees
For an eligible change-of-mind return, the customer is responsible for return shipping, and original outbound shipping charges are not refundable. We do not charge a restocking fee.
If we verify that an item was damaged in transit, incorrect, defective, or missing because of our fulfillment error, we will cover reasonable return or replacement shipping when a physical return is required.
Damaged, Incorrect, Defective, or Missing Items
Report a damaged, incorrect, defective, or missing item within 48 hours of delivery. Include the order number and a continuous unboxing video. Recording must begin before the sealed package is opened and clearly show the shipping package, shipping label, protective packaging, full unboxing process, and condition of all contents. Photos may be submitted as supplemental evidence but do not replace the required unboxing video.
We evaluate each documented claim and, when verified, may provide a replacement, reshipment, or refund.
Package marked delivered but not received
Carrier scans can occasionally appear before a package is physically located. Please allow up to 24 hours after the delivery scan. During that time, review any delivery photo or placement note and check all exterior doors, porches, garages, mail or parcel areas, household members, neighbors, and building or front-desk staff as applicable.
If the package is still missing, contact MyPurePeptide and provide:
- Order number and tracking number.
- A written statement confirming: “I have searched the property and checked with household members and neighbors/building staff as applicable, and I confirm this package was not received.”
- A government-issued photo ID for claimant verification. You may redact the ID number, date of birth, and unrelated details; leave the name and photo visible, and the address only when address verification is needed.
- Any available carrier delivery photo or tracking screenshot and relevant doorbell/security-camera evidence.
- A police report or police report number when theft is suspected.
Once the requested information is received, we will submit or manage the carrier investigation promptly and review the available evidence. Additional reasonable verification may be requested if the claimant information does not match the order or delivery address.
A submitted claim is not automatically approved. Once the investigation and available evidence have been reviewed, an approved claim may be resolved with a replacement, reshipment, or refund, as appropriate and subject to applicable law.
UPS apartment deliveries: If you choose UPS for an apartment delivery and accept the notice at checkout, we do not provide courtesy replacements for packages lost or stolen after confirmed delivery to your correct address. Carrier loss or misdelivery will still be investigated, and remedies required by law remain available. This condition applies only to orders where the notice was presented and accepted; it does not change earlier orders or our process for damaged, incorrect or missing contents. See Carrier choice and apartment deliveries.
Refund Method and Timing
After an eligible return is received and inspected, or after an order issue is otherwise approved without a physical return, we initiate the approved refund within 5 business days. Refunds are sent to the original payment method whenever possible.
Your bank, card issuer, payment processor, or financial institution may require up to 10 additional business days to post the credit. For Zelle or another payment method that cannot be reversed through the original rail, support will arrange a verified equivalent refund method with the purchaser.
Cancellations, Exchanges, and Returned Packages
Contact support as soon as possible to request cancellation. We can cancel an order only before it enters fulfillment or ships. Once shipped, the return terms above apply.
We do not offer general direct exchanges. For a different product, return the eligible unopened item and place a new order. Verified fulfillment errors may be resolved with a replacement. Packages returned because of an incorrect address, refusal, failed delivery, or failure to retrieve the shipment may require additional shipping payment before reshipment.
Items Not Eligible for a Change-of-Mind Return
- Opened, used, altered, relabeled, or unsealed products.
- Products not in their original packaging or condition.
- Products stored or handled contrary to the product information after delivery.
- Requests started after the 7-day return window.
- Unauthorized returns or packages sent to an address not supplied in the return authorization.
These limits do not eliminate remedies that are required by applicable law or our obligations for a verified damaged, incorrect, defective, or missing shipment.