Due to the regulated nature of research compounds, we handle returns on a case-by-case basis. If you have a concern about your order, contact us within 7 days of delivery at orders@lonestarpeptideco.com and we will work to resolve it.
Our Commitment
Every batch shipped by Lone Star Peptide Co. is triple third-party tested, HPLC purity analysis, mass spectrometry identity verification, and endotoxin testing. Each order ships with the Certificate of Analysis (COA) for the specific batch. We stand behind our quality data. If a compound does not meet its stated specifications, we will make it right.
Eligible for Refund or Replacement
✓ The following situations are eligible for refund or replacement without dispute.
- Wrong item shipped, You received a different compound or specification than what you ordered
- Damaged in transit, Vials arrived broken, leaking, or with compromised seals (photo documentation required)
- COA specification failure, Independent third-party testing demonstrates purity below our stated specification (test results required)
- Order never arrived, Tracking shows non-delivery and carrier investigation confirms loss
- Significant cold-chain failure, Evidence that compounds were exposed to temperatures outside safe storage range during transit
For eligible claims, contact us within 7 days of delivery with your order number, photos, and a description of the issue. We will respond within 1–2 business days with resolution options.
Not Eligible for Return
✗ The following situations are not eligible for returns or refunds due to regulatory and safety requirements.
- Change of mind after order placement
- Ordered incorrect compound, quantity, or concentration
- Research project cancellation or change of direction
- Vials that have been opened, reconstituted, or used in any way
- Products stored improperly after delivery (outside specified temperature/humidity conditions)
- Claims submitted more than 7 days after confirmed delivery
- Orders cancelled after fulfillment and shipment have occurred
Order Cancellation
Orders may be cancelled without penalty if cancellation is requested before fulfillment begins. Because we process and ship quickly (same-day for orders before 2 PM CST), the cancellation window is narrow. Contact us immediately at orders@lonestarpeptideco.com if you need to cancel. Once a shipping label has been generated, cancellation is no longer possible and the order must be handled as a return claim if eligible.
Refund Process
Once a return or refund claim is approved, here is what to expect:
- We will confirm approval via email within 1–2 business days of your claim
- For replacements, a new order ships within 1 business day of approval
- For refunds, the amount is credited to your original payment method within 5–7 business days of approval
- Shipping costs are refunded only in cases where the error was ours (wrong item, COA failure, non-arrival)
Do not ship any product back to us without prior written authorization. Unauthorized returns cannot be processed and will be refused.
COA Disputes
If your independent testing contradicts our COA data, we take that seriously. Please send us your test results, the testing laboratory's name and accreditation, and the batch number from your COA. We will review the discrepancy, retest from retained batch samples if available, and work toward a fair resolution. Our goal is scientific accuracy. if our data is wrong, we want to know.
Contact
For all returns, refund requests, or order issues:
- Email: orders@lonestarpeptideco.com
- Include your order number and a description of the issue
- Attach photos if the issue involves physical damage