Compounds ship from a 503B outsourcing facility as sterile, sealed, lyophilized product. Once a vial leaves that facility we cannot return it to inventory or verify its chain of custody, so general "change of mind" returns are not accepted. We do, however, stand behind every shipment in the situations described below.
When we will replace or refund your order
Contact us within 7 days of the carrier's confirmed delivery date in any of these cases, and we will arrange a replacement or refund at no additional cost:
- Wrong item shipped. The Compound, dose, or vial count delivered does not match what your order confirmation shows.
- Damaged in transit. The outer carton or the vial inside is broken, cracked, or visibly compromised on arrival. Please keep all packaging and the damaged item until the claim is resolved — we may need photos for the carrier.
- Missing item. An item listed on your packing slip is not in the box.
- Lost shipment. Tracking shows the package never arrived, or shows it delivered but you can confirm with neighbors and your carrier that it was not received. Carriers normally require 5–7 business days from the expected delivery date before declaring a package lost.
- Defective product. The vial seal is broken on arrival, the cap is not fully crimped, or the lyophilized cake shows visible contamination. Do not use the product — contact us immediately.
To start a claim, email info@meritpeptides.com from the address on the order with: order number, the affected SKU and lot number (printed on the vial label), and photos showing the issue (the outer label, the vial, and any damage). We respond within one business day.
What we cannot accept
Because Compounds are sterile, single-use research materials, the following are not eligible for return or refund:
- Any vial that has been opened, broken-seal, reconstituted, or removed from its original packaging.
- Vials returned without prior written return authorization from us.
- Requests made more than 7 days after confirmed delivery.
- Orders refused at delivery, undeliverable due to an incorrect address you provided, or returned to sender after multiple delivery attempts. We can re-ship at your expense or refund the product portion of the order minus shipping and a restocking fee.
- Bacteriostatic water, reconstitution syringes, alcohol prep pads, and other ancillary supplies once the kit is opened.
- Promotional or gift items.
Returns require prior authorization
Do not ship any product back to us before you have received a written Return Authorization (RA) and a shipping address by email. Unsolicited returns are refused at the dock and cannot be refunded. The RA will include the correct return address, packaging guidance, and the carrier label or label cost responsibility.
How refunds are issued
Approved refunds are issued to the original payment method used at checkout. PayPal, debit, and credit card refunds typically post within 3–10 business days, depending on your bank or card issuer. We will send a refund confirmation email as soon as we initiate the refund on our end.
Partial refunds are issued in cases where only some line items qualify (for example, one damaged vial in a multi-vial order).
Cancellations
Orders that have not yet been picked and packed can be cancelled for a full refund. Once an order moves to "Picked" or "Shipped" status in our system, it can no longer be cancelled — please wait for delivery and request a return through the process above if needed.
Practitioner orders
Practitioner Program accounts are subject to the same eligibility and 7-day claim window. Practitioner pricing applies to replacements and refunds; we do not retroactively re-rate a refund to retail pricing.
Contact
All return, replacement, refund, and claim requests:
Merit Sciences
info@meritpeptides.com
Dallas, TX, United States