Shipping & Returns Policy

Where we ship. viopep ships within the United States.

No PO Boxes. We do not ship to PO Boxes. Orders with a PO Box address may be canceled and refunded.

Processing time. Orders are typically processed and shipped within 1–2 business days after payment is confirmed. Orders placed on weekends or holidays begin processing the next business day.

Packaging. Every order is securely packaged to protect product integrity and keep a clear chain of custody in transit.

Tracking. Once your order ships, we email you a tracking number and carrier details. Please allow some time for the carrier’s tracking to update.

Shipping costs. Shipping is calculated at checkout based on destination and the shipping method you choose. Orders over $200 ship free.

When the package becomes yours. Responsibility for the package passes to you when the carrier takes possession of it. A signature may be required on larger orders.

Address accuracy. Please check your shipping address before you pay. viopep is not responsible for orders delivered to an incorrect address supplied by the customer. If you notice a mistake, contact us right away at support@viopep.com. We can’t guarantee an address change once an order has been processed.

Marked “Delivered” but missing. Check the surrounding delivery area, ask others in your household or neighbors, and contact the carrier. viopep is not responsible for packages stolen after confirmed delivery.

Lost in transit. If a package is confirmed lost and was not marked as delivered, email us at support@viopep.com. We’ll open an investigation with the carrier.

Because these are research materials and we can’t verify how a product was handled or stored once it leaves our facility, all sales are final, and we do not accept returns of delivered products. The exceptions are below.

What we’ll make right. We’ll replace your item, or refund you if a replacement isn’t possible, in these cases:

• Damaged item. Your order arrives damaged, such as a broken vial.
• Incorrect item. You receive something other than what you ordered.
• COA mismatch. A product’s results don’t match the certificate of analysis for its lot.

How to file a claim. Email support@viopep.com within 72 hrs of delivery. Please include:

• Your full name
• Your order number
• The lot number (for COA mismatches)
• A description of the problem
• Clear photos of the product, packaging, and shipping label

Keep the affected product and all original packaging until your claim is resolved. Products discarded before review may not qualify for a replacement or refund.

You can cancel an order only before it has been processed for shipping. Once an order is packaged or a tracking number has been created, it can’t be canceled. Email support@viopep.com as soon as possible if you need to cancel.

If something is wrong with your order, such as a charge you don’t recognize, a package that’s missing or damaged, or a product that doesn’t match its certificate of analysis, email us at support@viopep.com first. We’d much rather fix it directly than have you go through a bank dispute.

Include your order number and a short description of the problem (photos help for damaged items). We reply within one business day, and where an issue is confirmed we’ll make it right as described in Section 3.

Fraud. If a transaction wasn’t authorized by you, tell us right away. We investigate promptly, and confirmed fraudulent charges are refunded in full.

Chargebacks. If a dispute is opened before you’ve contacted us, we’ll respond to your bank with the full order record: delivery confirmation, order details, and the terms and research-use acknowledgments accepted at checkout. Disputes on orders delivered as described may lead to the account being closed.

Email support@viopep.com with your order number and we’ll help you as quickly as we can.