Policy
Shipping & Returns
Last updated: October 11, 2026
Review shipping costs and delivery estimates before you pay. Estimates start when your order is dispatched.
Shipping costs
Default rates are shown until you select a country. Your actual delivery address determines checkout availability and price.
- Standard shipping: €6.95 per order, before any free-shipping benefit. Estimated 21+ calendar days after dispatch.
- Free Standard shipping qualifies from €75.00 in merchandise after volume and coupon discounts. Shipping, tax, points and store-credit payments do not count toward the merchandise threshold.
- New autoship-only plans include free Standard shipping on each recurring refill, regardless of merchandise threshold.
- Priority shipping: €24.99 per order. Estimated under 14 calendar days after dispatch. Standard free-shipping benefits do not waive this price.
Existing subscriptions and already-created payments keep their agreed shipping price. New autoship plans include the selected shipping fee in the initial payment and every recurring refill. Checkout shows the full recurring total before you agree.
Rates and estimates are configured by the store, not fetched from a carrier. Your actual delivery address and checkout quote control the final service and cost.
Delivery estimates
- Dispatch: orders are dispatched within 1–2 business days, with tracking.
- Standard and Priority: your selected country’s current estimates appear above and at checkout.
Delivery estimates are not guaranteed. Carrier and customs delays are possible. An order date or payment date is not a dispatch date.
Available destinations are shown at checkout. Import duties, taxes, or customs fees may be charged by the destination country; check the requirements for your research material before ordering.
Track your order
Use your order number and order email on the tracking page to see recorded status and carrier details. Dispatch updates appear when available.
Storage and handling
Material forms and handling requirements differ. Follow the specifications and storage information for the product and lot you ordered. Contact support if the label or documentation is unclear.
Damaged or incorrect orders
Contact support@pepbiotics.com with your order number and photographs of the packaging, label, and affected item. Keep the packaging while we review the issue.
Guarantees
- Purity guarantee. If an independent ISO/IEC 17025-accredited laboratory tests an unopened vial and reports purity below the figure we list for that product, send us the report within 60 days of delivery and we refund what you paid for that vial.
- Lost or damaged? We reship free. If your tracked parcel hasn't arrived 45 days after dispatch, or it arrives damaged or with the wrong item, tell us within 30 days and we send a replacement at no cost. No return is needed. For a parcel that never arrived, the 30 days start on day 45.
To make a claim, email support@pepbiotics.com with your order number. These guarantees cover delivery and the purity of the material supplied. They make no promise about research outcomes.
Returns and cancellations
Opened research vials are not returnable. Contact support before returning an unopened item so we can confirm eligibility and instructions for your order.
Request changes or cancellation as soon as possible. Availability depends on the order fulfillment state. If payment has already been captured, a refund must be confirmed by the payment provider; a cancellation request alone does not confirm a refund.