Frequently Asked Questions

Great question! Peptides are simply chains of amino acids (the building blocks of proteins) linked together. Think of them like beads on a necklace, where each bead is an amino acid.

When amino acids join together, they form what's called a peptide bond. This happens when the amino group (–NH₂) of one amino acid connects with the carboxyl group (–COOH) of another, releasing a tiny water molecule in the process.

How we make peptides in the lab:

We use a precise method called Solid-Phase Peptide Synthesis (SPPS). Here's the process:

1. Start with the anchor: We attach the first amino acid to a solid resin bead (think of it as our workspace)
2. Add protective groups: We temporarily protect certain parts of the amino acid to prevent unwanted reactions
3. Build the chain: We add amino acids one at a time, forming peptide bonds in the exact sequence needed
4. Release and purify: Once complete, we carefully remove the peptide from the resin, remove all protective groups, and purify it
5. Freeze-dry: Finally, we lyophilise (freeze-dry) the peptide to create a stable powder

Yes, and there's a good reason for it! All our peptides contain a small amount of mannitol – it's not filler, it's actually essential for keeping your peptides in top condition.

Why we use mannitol:

• Protects during freeze-drying: Mannitol prevents peptide chains from clumping together and maintains their structure during the lyophilisation process
• Makes reconstitution easier: When you add water, mannitol helps the peptide dissolve more smoothly and completely
• Shields from moisture: It acts as a protective barrier, drawing environmental moisture away from the delicate peptide molecules
• Gives visible bulk: Without mannitol, a 5mg peptide would be almost invisible – the white powder you see is mostly mannitol, with the actual peptide dispersed throughout

Don't worry – this is completely normal! Every peptide can look a bit different, and here's why:

What affects appearance:

• The amino acid sequence: Different peptides have different molecular structures, which affects how they look when freeze-dried
• Freeze-drying parameters: Temperature, pressure, and drying time all influence the final texture
• Molecular weight & density: Heavier or denser peptides may compact more than lighter ones

You might see anything from fluffy clouds to dense cakes, crumbled powder, or even crystalline structures – all of these are perfectly fine!

No, we don't – and we've made this choice deliberately for the benefit of your research. Let us explain why:

Why we avoid pre-mixed blends:

1. Research flexibility: Pre-mixed blends lock you into fixed ratios. What if your protocol needs 200mcg of one peptide but only 50mcg of another? With separate vials, you have complete control.
2. Accurate dosing: With blends, you can't determine the exact microgram amount of each individual component – this compromises research accuracy and reproducibility.
3. Scientific integrity: Separate peptides allow for precise protocol design and adjustment based on your research needs.
4. Better value: Buying peptides separately doesn't cost more, and you get far more flexibility for your research.

Vial sizes vary depending on the specific peptide – each product page clearly shows what's available. Common sizes include 2mg, 5mg, and 10mg, though some peptides come in other amounts.

Just head to the product you're interested in and check the size options. If you need a specific amount that isn't listed, feel free to get in touch – we might be able to help!

Unreconstituted (freeze-dried powder):

Approximately 1 year when stored correctly:

• Keep at -20°C or colder
• Store in a sealed container with desiccant
• Keep away from light and humidity

Reconstituted (in solution):

Peptides in solution are significantly less stable – typically only viable for a few days to a couple of weeks, even when refrigerated at 2-8°C.

Proper handling makes all the difference! Here's your complete guide:

Before opening your vial:

• Let it warm to room temperature for 15-20 minutes – this prevents condensation forming on the cold peptide powder
• Ideally, warm it in a desiccator or dry box for extra protection

During use:

• Work in a clean environment
• Only remove what you need for immediate use
• Reseal the container tightly straight away
• Handle with clean, dry equipment

Storage (unreconstituted powder):

• Store at -20°C or lower in a sealed container with desiccant
• Keep away from light and humidity
• For long-term storage, consider splitting into smaller portions (aliquots) to avoid repeated freeze-thaw cycles

Reconstitution tips:

• Best solvent: Sterile water or bacteriostatic water (we sell this separately!)
• For acidic peptides: Use a basic buffer (higher pH)
• For basic peptides: Use an acidic buffer (lower pH)
• For oxidation-prone peptides (containing Cys, Met, or Trp): Use oxygen-free solvents
• Tip: Gentle swirling or brief sonication (ultrasound) can help dissolution

Storage (reconstituted solution):

• Refrigerate immediately at 2-8°C
• Use sterile buffers at pH 5-6 to extend viability
• Important: We strongly recommend reconstituting only what you need for immediate use
• If you must store solutions, keep at -20°C and avoid repeated freeze-thaw cycles

Yes we do! We sell 10ml Bacteriostatic Mixing Water separately on our site.

It's a sterile, non-pyrogenic solution containing 0.9% benzyl alcohol as a bacteriostatic preservative – specifically formulated for reconstituting research peptides. You'll find it listed on our product pages alongside the peptides.

Yes, but only for large-volume orders. Custom synthesis requires significant lead time and has minimum order quantities to make it viable.

If you need a custom sequence or bulk quantities, please get in touch at [email protected] with:

• The amino acid sequence you need
• Required purity level
• Quantity needed
• Your timeline

We'll work with our manufacturing partners to provide you with a bespoke quote. We're always happy to discuss your project requirements!

Our minimum order value is £10 – that's it! We've kept it low so researchers can order exactly what they need without being forced to over-purchase.

All peptides sold by UK Peptides are strictly for research purposes only. They are not intended for:

• Human consumption or use
• Animal consumption or veterinary use
• Therapeutic applications
• Medical diagnosis or treatment

By purchasing from us, customers confirm they are acquiring these compounds for legitimate scientific research purposes only. We take this responsibility seriously and ensure all sales comply with UK regulations.

This is one of our most common questions, so don't worry – you're not alone in wondering this!

Why your vial looks empty:

Most of what you see is mannitol, not the peptide itself. Let's put this in perspective:

• 5mg = 0.005 grams = 5,000 micrograms
• At this weight, pure peptide powder is often completely invisible to the naked eye
• The white powder you see is mostly mannitol (the stabiliser)
• The actual peptide is dispersed throughout this powder

Why you can't weigh it at home:

Home scales won't give you accurate results because:

1. You're measuring gross weight, not peptide content: The vial contains peptide + mannitol + salts + residual moisture. Knowing the total weight doesn't tell you the peptide amount.
2. The amounts are too small: Even laboratory-grade analytical balances struggle with accurate measurements below 10mg. Regular scales are completely unsuitable.
3. Net peptide content ≠ gross weight: The net peptide content is typically only 60-90% of the total powder weight – the rest is excipients.

How peptide content is actually verified:

We use professional analytical methods:

• HPLC (High-Performance Liquid Chromatography): Measures purity
• Mass Spectrometry (MS): Confirms molecular identity
• Amino Acid Analysis (AAA): Quantifies actual peptide content

Example reconstitution calculation:

If you have a 5mg vial and add 2ml of bacteriostatic water:

• Concentration = 5mg ÷ 2ml = 2.5mg/ml (or 2,500mcg/ml)
• To withdraw 250mcg: Use 0.1ml (10 units on an insulin syringe)

Yes, this is completely normal for certain peptides – and it doesn't indicate any problem with quality or purity!

Peptides that commonly appear cloudy:

• HGH Fragment 176-191
• Kisspeptin-10
• Oxytocin
• Follistatin 344
• Others containing hydrophobic (water-repelling) amino acid sequences

Why does this happen?

It's all down to chemistry:

• Some peptides have hydrophobic amino acids (like tryptophan, phenylalanine, or leucine) that naturally resist dissolving in water
• These peptides may form tiny aggregates or micelles in solution
• The particles scatter light, creating that cloudy or milky appearance
• The molecular structure itself may cause this – it's a property of the peptide, not a defect

Does cloudiness affect quality?

No! Cloudiness does NOT affect:

• The stated peptide content (5mg is still 5mg)
• Purity (as verified by our testing)
• Research effectiveness or viability

We've supplied these peptides in this form for over 15 years without issues – it's simply a characteristic of these particular molecules!

We completely understand why you're asking, but unfortunately we cannot provide direct advice or guidance on peptide usage, dosing, reconstitution protocols, or research methodologies.

Why we can't advise:

• We're a supplier, not a research consultancy or medical provider
• Our peptides are sold strictly for research purposes only
• Usage protocols vary enormously depending on specific research objectives
• Providing guidance could be misinterpreted as encouraging non-research use, which would put our licensing at serious risk

What you should do instead:

1. Conduct your own research before purchasing – make sure you understand what you're working with
2. Review published scientific studies and peer-reviewed journals (PubMed is an excellent resource)
3. Consult reputable research sources and institutional guidelines
4. Be cautious with online forums – much of the information shared is anecdotal, inaccurate, or based on hearsay rather than science

We hope you understand – we're here to support your research by providing quality products, but the research itself is in your hands!

Yes! We love rewarding our customers. Here's how you can save:

Other ways to save:

• Quantity discounts: Automatic tiered pricing when you buy more (check product pages for details)
• Stack your savings: Discount codes work on top of quantity discounts!
• Bi-weekly promotions: We run special offers every two weeks
• Bulk discounts: Need a large order? Email [email protected] for a bespoke quote

Yes! Every peptide on our website displays a Certificate of Analysis (CoA) directly on the product page.

What our CoAs represent:

The CoA you see on each product page shows our minimum acceptance standards. This is our guarantee to you:

• We only sell batches that meet or exceed the specifications shown
• Any batches produced below these standards are rejected by us and never enter our inventory
• Rejected batches may end up on the reseller market (sold by other companies), but never by us

What's included in our CoAs:

• HPLC purity data: Chromatogram showing minimum purity percentage
• Mass spectrometry (MS) confirmation: Verifies the exact molecular identity
• Quality specifications: The standards all our batches must meet

Currently, no – but this is changing in 2026. Let us explain our approach:

What we receive from our compounding facility:

Our manufacturing partner provides us with raw analytical data generated directly from their HPLC/LC-MS equipment. However, these files:

• Are in proprietary software formats (not designed for public sharing)
• Contain confidential facility information (batch tracking codes, internal SOPs, equipment IDs)
• Include technical metadata that must be redacted to protect our supplier's intellectual property

Why we don't publish raw data files:

1. Easy manipulation: Raw data screenshots and files can be edited or altered, which has become common in the industry
2. Redaction makes reports questionable: Once we black out proprietary information (which we legally must), the documents appear incomplete and raise more questions than they answer
3. Confidentiality requirements: We're bound by agreements with our manufacturing partners to protect their processes and data

What we currently provide:

• Product page CoAs showing our minimum acceptance standards
• Batch consistency backed by 15+ years with the same manufacturing partners
• Transparent quality control processes
• Small, controlled batches to ensure reliability

Coming in 2026 – Enhanced testing options:

We're investing in additional quality assurance services that will be available as optional add-ons at checkout:

• In-house HPLC testing: Test the specific batch you receive with results from our own facility
• Endotoxin testing (LAL assay): For researchers requiring documented endotoxin levels
• UK-based third-party verification: We're establishing a relationship with a credible UK laboratory to provide independent testing reports

Great technical question! During peptide synthesis, despite best efforts, tiny amounts of impurities can form. Here's what they are and why they happen:

Main types of impurities:

• Truncations: Shorter peptide chains that end earlier than intended (missing amino acids from the C-terminal end)
• Deletions: Peptides missing one or more amino acids from anywhere in the sequence
• Oxidation products: Minor chemical modifications to oxidation-sensitive amino acids like methionine, cysteine, or tryptophan

Why do these occur?

During solid-phase peptide synthesis:

• Each amino acid coupling reaction isn't 100% efficient (typically 98-99.5%)
• Steric hindrance (atoms getting in each other's way) can prevent perfect coupling
• The growing peptide chain can form secondary structures that block new amino acids from attaching

How we minimise impurities:

Our purification process removes the vast majority of these impurities. In our peptides:

• Total impurities are typically <1-1.5% per batch
• These show up as minor peaks on the HPLC chromatogram next to the main peptide peak
• The purity percentages on our CoAs reflect the proportion of correct, full-length peptide

This is a really important concept for accurate research! Let's break it down clearly:

The key difference:

• Gross (total) weight: Everything in the vial – peptide + mannitol + counter-ion salts + residual moisture
• Net peptide content: Just the actual peptide molecules themselves

Why there's a difference:

When we freeze-dry peptides, the final powder contains:

• The peptide itself (the active compound)
• Mannitol (for stability)
• Counter-ion salts (from the purification buffers – typically TFA or acetate salts)
• Trace amounts of water (residual moisture even after freeze-drying)

Typical proportions:

Net peptide content is usually 60-90% of the gross weight, determined by:

• Amino Acid Analysis (AAA) – the gold standard
• Elemental analysis
• UV spectrophotometry

Why this matters for your research:

When calculating concentrations, you need to account for net peptide content, not just gross weight. However, most researchers simply use the labeled amount (e.g., 5mg) for reconstitution calculations, as this already factors in the net content.

Net peptide content vs. purity (they're different!):

• Purity = What percentage is the correct peptide sequence (measured by HPLC/MS)
• Net peptide content = How much actual peptide mass is present vs. excipients

You can have 98% purity (very clean, minimal impurities) with 70% net peptide content (30% is salts/excipients). Both numbers are normal and expected!

These two terms often get confused, but they measure completely different things. Here's the straightforward explanation:

Purity (what customers care about):

Purity tells you how "clean" your peptide is.

• It's the percentage of the correct target peptide sequence in your vial
• Measured by HPLC (High-Performance Liquid Chromatography) and confirmed by Mass Spectrometry (MS)
• Excludes impurities like truncations, deletions, or oxidation products
• This is what appears on your CoA (e.g., "98% pure")

Yield (a manufacturing metric):

Yield tells manufacturers how much peptide they successfully produced.

• It's the total amount of target peptide obtained during synthesis
• Measured in moles via Amino Acid Analysis (AAA)
• A manufacturing efficiency number – doesn't affect what you receive
• Low yield just means the manufacturer had to start with more raw materials

Bottom line: Purity is what determines research quality. Yield is just a production statistic that doesn't appear on your CoA because it doesn't affect what you're getting.

No – and here's why you can be confident about this:

What are LCPS/endotoxins?

Lipopolysaccharides (LPS), also called endotoxins, are large molecules found in the outer membrane of gram-negative bacteria (like E. coli). They can:

• Trigger strong immune responses
• Interfere with cell culture and research
• Cause pyrogenic (fever) reactions

Why our peptides are endotoxin-free:

1. We use synthetic chemical synthesis: Our peptides are made using SPPS (solid-phase peptide synthesis) – a purely chemical process with no biological components.
2. No bacterial expression systems: We don't use recombinant bacteria or biological production methods.
3. Controlled chemical environment: Our synthesis happens in highly controlled, sterile chemical conditions with no bacterial contamination possible.
4. Pharmaceutical-grade processes: Even if trace endotoxins somehow appeared, they would be at pharmaceutical-grade negligible levels that don't interfere with laboratory research.

This is one of the key advantages of synthetic peptides – you get clean, consistent products without bacterial contaminants!

We offer several convenient payment options to suit different preferences:

Bank Transfer (BACS) – The simplest option:

1. Place your order on our website
2. You'll receive an email with our bank details
3. IMPORTANT: Use your Order ID as the payment reference – this helps us match your payment quickly
4. If you're paying from someone else's account (partner, friend, business), please email us at [email protected] with the account holder's name and your Order ID to avoid dispatch delays

Bitcoin (BTC) – Crypto payments:

1. Complete checkout as normal
2. A QR code and Bitcoin wallet address will appear
3. Send the exact amount displayed
4. Payment typically confirms in 1-5 hours (depending on blockchain network congestion)
5. If your browser times out, don't worry – our system automatically confirms once the transaction verifies on-chain

Card Payment by Link:

• UK customers: We manually create your secure payment link and email it to you within working hours (Mon-Fri, 10:30am-4:30pm). Orders placed outside these hours get their links the next working day.
• International customers: Your payment link generates automatically at checkout – you can pay immediately!

Thanks for your order! Here's exactly what happens next:

How our dispatch system works:

• We don't manually confirm individual payments – this would slow everyone down significantly!
• Payments automatically enter our dispatch queue as soon as they clear
• Orders paid before 4:00pm (Tue-Fri) or before 3:30pm (Mon) typically ship the same day
• You'll receive tracking information via email once your order is dispatched (usually evening of dispatch day)

If it's been more than 24 working hours and you haven't received tracking, check your spam folder first, then feel free to drop us a line at [email protected].

Payment links sometimes play hide-and-seek! Here's what to do:

1. Check your spam/junk folder first – this catches about 80% of "missing" emails
2. Search your inbox for "UK Peptides" or your order number
3. Still can't find it? Reply to your order confirmation email or contact [email protected]
4. We'll resend the link right away – don't place a new order, your original order is still active

If you placed your order outside working hours (Mon-Fri, 10:30am-4:30pm), UK customer payment links are created manually the next working day.

Don't panic – mistakes happen! Here's what you can do:

Before dispatch:

Contact us immediately at [email protected] and we can usually amend:

• Products or quantities
• Delivery addresses
• Shipping methods

After dispatch:

Once it's with the courier, we can't make changes. We'll need to wait for the parcel to return before we can process amendments or refunds.

Pro tip to avoid errors:

The easiest solution? Cancel the original order and place a new one with the correct items. This avoids confusion and ensures nothing gets missed. If you've already paid and your order status hasn't changed to "Shipped", email us immediately and we'll help sort it out.

We want to be upfront about this: due to the nature of pharmaceutical-grade research peptides, we cannot accept returns or offer refunds on delivered orders.

Why this policy exists:

Once peptides leave our facility, we can't verify:

• How they've been handled or stored
• What temperature conditions they've experienced
• Their integrity for resale purposes

This isn't us being difficult – it's about maintaining product integrity for all our customers!

We DO offer refunds or replacements for:

• Orders cancelled before dispatch – catch us quick!
• Missing parcels – after courier investigation confirms loss
• Damaged parcels – with photographic evidence showing damage
• Wrong items sent – our mistake, we fix it immediately

We do NOT offer refunds for:

• Change of mind after delivery
• Incorrect address provided by customer (we'll reship once it returns, but you cover postage)
• Customs refusal (partial refund minus shipping costs once returned to us)
• Orders refused at delivery without prior arrangement

UK Customers:

• Royal Mail 24 Tracked: £4.50 (typically 1-2 working days)
• DPD UK: £5.20 (typically 1-2 working days with excellent tracking and SMS notifications)

International Customers:

We select the best courier for your destination to ensure fast, reliable delivery:

• Royal Mail International Tracked & Signed: Most worldwide destinations
• DPD International: Netherlands, Spain, Norway (faster delivery with superior tracking)
• DHL Express: UAE and Saudi Arabia only (premium speed)

Shipping costs for international orders are calculated at checkout based on your destination.

Same-day dispatch cutoff times:

• Monday: 3:30pm
• Tuesday-Friday: 4:00pm

Orders paid after these cutoff times, or on weekends, dispatch the next working day.

You'll receive tracking details via email as soon as your parcel is handed to the courier (usually early evening of dispatch day).

UK Deliveries:

Typically 1-2 working days from dispatch. Most UK orders arrive the next working day!

International Deliveries:

Usually 4-10 working days, though this varies by destination:

• Europe: 4-7 working days typically
• USA/Canada: 7-10 working days typically
• Rest of World: 7-14 working days typically

Customs processing can add 2-5 additional days (sometimes longer during busy periods or holidays).

How we ship your peptides:

• All peptides ship in lyophilised (freeze-dried) form
• Packaging protects from sunlight/UV exposure – the main risk during transit
• Packaging is completely discreet – no external indication of contents
• Products remain stable during shipping – no refrigeration needed for freeze-dried peptides

Why we don't ship with ice packs:

Many customers ask about this, so here's the science:

• Lyophilised peptides are stable at room temperature during transit periods (even up to 25-30°C briefly)
• Ice packs melt and create moisture – which can actually damage freeze-dried products!
• UV light is the real enemy, not temperature – our packaging blocks this completely
• We've shipped this way for over 15 years without temperature-related issues

Once you receive your peptides:

• Unopened vials: Store immediately at -20°C or colder
• Reconstituted peptides: Refrigerate at 2-8°C and use promptly

We know how frustrating delivery delays can be! Here's your step-by-step guide:

Step 1: Track your parcel first

• DPD customers: Download the DPD app for real-time GPS tracking and delivery alerts
• Royal Mail customers: Use the tracking link in your dispatch email
• DHL customers: Track on the DHL website with your tracking number

Step 2: Allow appropriate timeframes

• UK orders: Allow up to 7 working days before contacting us
• International orders: Allow up to 20 working days (customs can add significant delays)

Minor delays during weekends and busy periods (Christmas, Black Friday, etc.) are normal and expected.

Step 3: Contact us if still no delivery

If your parcel hasn't arrived within the appropriate timeframe, email [email protected] with:

• Your order number
• Tracking number
• Full delivery address

We'll open a courier investigation which includes:

• GPS verification of delivery location
• Delivery photos (if available)
• Driver logs and statements

Before assuming the worst, let's eliminate the most common causes:

Things to check first:

1. Check your tracking link – Most delays are explained there (sometimes parcels sit at depots over weekends)
2. Allow the full timeframe:
   • UK: 7 working days
   • International: 20 working days
3. Check with neighbours and household members – Couriers often deliver to safe places or neighbours
4. Look around your property – Porches, bins, side gates, garages are common hiding spots!

If genuinely missing:

After the appropriate timeframe has passed, contact us and we'll open an official courier investigation.

What the investigation involves:

• GPS logs showing exact delivery location
• Delivery photos (when available)
• Driver statements and depot reviews
• Typically takes 5-10 working days to complete

We must let the investigation finish before we can refund or resend – this is required by the courier companies' policies, not our choice. Once confirmed as lost, we'll sort you out immediately with a refund or replacement.

This is a tricky situation, but here's what happens:

Once a parcel is dispatched, we cannot change the delivery address – this is a limitation of the courier systems, not us being unhelpful! The label is printed and the parcel is in the courier's network.

What will happen:

• The courier will attempt delivery to the address on the label
• If undeliverable, it will automatically return to us (allow ~10 working days for return transit)
• Once we physically receive the returned parcel, we'll email you with options:
  • Reshipment to the correct address (you cover new postage costs)
  • Refund (minus original shipping costs per our policy)

Your parcel is making its way back to us. Here's what you need to know:

What happens next:

1. We must physically receive the parcel back before we can take any action (this verifies its condition and contents)
2. Allow up to 10 working days for return transit – international returns can take longer
3. Once it arrives at our facility, we'll email you with options:
   • Reshipment to the correct or original address (you cover postage costs)
   • Partial refund (minus original shipping costs and any return fees incurred)

Common reasons for return:

• Incorrect or incomplete delivery address
• Recipient refused delivery
• Multiple failed delivery attempts (no safe place, no one home)
• Customs rejection (for international orders)
• Unable to access property

Probably yes! If you can select your country at checkout, we can ship there. We send hundreds of parcels worldwide every week without issues.

Typical delivery times:

• Most international parcels arrive within 4-10 working days
• Customs inspections can add 2-5 days (sometimes longer)
• Total timeframe: Allow up to 20 working days to account for all variables

If customs returns your parcel:

• We'll resend it once free of charge
• Second attempts aren't guaranteed to clear customs (depends on your country's regulations)
• If you provided an incorrect address, you'll need to cover new shipping costs

Your responsibilities:

• Verify that peptides can be legally imported to your country
• Provide a complete and accurate shipping address
• Respond promptly to any customs contact (emails, letters, SMS)
• Be prepared for potential customs charges (VAT, duties, handling fees)

We completely understand how frustrating this is! Unfortunately, once your parcel leaves the UK, it enters your country's postal and customs system – and we have absolutely no ability to contact, influence, or expedite customs processing. This is entirely outside our control.

What you need to know about customs:

• Customs holds are completely normal – they happen to thousands of parcels daily
• Processing times vary wildly by country: 3-10 days is typical, but it can be longer during holidays or busy periods
• No tracking updates ≠ lost parcel – Customs often don't scan packages during inspection
• We cannot provide updates beyond your tracking link – we have no inside line to customs!
• If customs requests documents (rare), contact us immediately – we'll provide them within 24 hours

When can action be taken?

We can only open a courier investigation after 28 working days from dispatch – this is Royal Mail and DPD's international policy, not our choice. If the investigation confirms loss, we'll arrange a reshipment or refund.

What you can do:

1. Be patient – Most holds resolve within a week
2. Respond to any customs contact immediately
3. Check with your local post office – Sometimes parcels are there awaiting collection
4. Monitor tracking daily for updates

We wish we could do more, but international customs are genuinely beyond our reach. We appreciate your patience and understanding!

Since Brexit, all EU orders are international shipments and subject to your country's import rules. Here's what you need to know:

What to expect:

• Each EU country sets its own VAT rates, import duties, and handling fees
• Many customers pay only a small handling charge (€5-€15) plus VAT
• Most parcels clear customs smoothly within a few days
• Customs charges are the buyer's responsibility and aren't included in our prices

If you refuse to pay customs charges:

• The parcel will return to us automatically
• Once we receive it back, we'll issue a partial refund (minus shipping costs and any return fees we incur)

Common EU customs charges:

Based on feedback from our customers:

• Germany: 19% VAT + €6 handling (typically €8-15 total on a £50 order)
• France: 20% VAT + postal handling (~€10-18 total)
• Netherlands: 21% VAT + PostNL handling (~€12-20 total)
• Spain: 21% VAT + Correos handling (~€10-16 total)

These are ballpark figures – exact charges depend on your order value and local policies.

No – and here's why:

Customs fees, VAT, import duties, and handling charges are applied and collected by your country's government, not by us. They're completely separate from our product and shipping prices.

Why we can't predict or cover these charges:

• Every country has different rules and rates
• Charges vary based on order value, product classification, and local policies
• Some countries have thresholds (duty-free up to a certain value), others don't
• Courier handling fees vary by carrier and country

These charges are the buyer's responsibility – it's part of international shopping, just like buying from any country outside your own.

If customs refuse entry to your parcel (rare, but it can happen), it will automatically return to us in the UK.

Once we receive it back:

We'll email you with two options:

• Option 1: Reshipment – You pay postage again, but there's no guarantee customs will clear it on the second attempt (depends why it was rejected)
• Option 2: Partial refund – We refund your order value minus original shipping costs

Important: We must physically receive the returned parcel before processing refunds or reshipments. This can take 2-4 weeks for international returns.

Why do customs reject parcels?

• Documentation issues (incorrect or incomplete customs declarations)
• Local import restrictions on certain products
• Random inspections where they decide not to allow entry
• Unpaid customs charges (if recipient doesn't respond or pay)

Absolutely not – and here's why we can never do this:

Falsifying customs declarations is illegal under UK and international law. All customs documents must contain accurate and truthful information. This isn't us being difficult – it's us staying legal and protecting our business and your parcel.

How we declare shipments:

• Description: "Research Peptides – Non-medical use"
• Value: Actual commercial value paid
• HS codes: Appropriate commodity classification codes
• Country of origin: United Kingdom

What can happen with false declarations:

• Seizure and destruction of your parcel by customs
• Fines or legal action against the sender (us) and potentially the recipient (you)
• Voids all insurance and compensation claims
• Damages our export licenses and ability to ship internationally
• Gets both parties flagged by customs for future shipments

International parcels have more handoff points than domestic ones, which means occasional tracking gaps. Here's what's actually happening most of the time:

Common reasons for tracking "pauses":

• Customs processing – No scans happen during inspection (this is the big one!)
• Hand-off between carriers – Royal Mail → your country's postal service
• Weekend gaps – Customs and some postal services don't work weekends
• Holiday periods – Processing slows during public holidays
• System delays – Sometimes tracking just updates slowly

"No updates" does NOT mean "lost" – it usually just means "sitting in a customs facility" or "in transit between carriers".

Our process for genuinely missing parcels:

1. Allow up to 20 working days from dispatch (this accounts for all the variables above)
2. If still no delivery or tracking updates after 20 days, contact us
3. We'll open an investigation after 28 working days (Royal Mail/DPD policy requirement)
4. Once the investigation concludes, we'll arrange reshipment or refund based on the outcome

We know waiting is frustrating, especially when you've paid good money for your peptides. We're here if you need us – just give the system a chance to work its magic first!

Before panic sets in, let's run through the most common places "missing" parcels actually turn up:

Check these places first (solves 90% of cases!):

1. Ask neighbours – Couriers often deliver to nearby houses if you're not home
2. Check with ALL household members/flatmates – Someone may have brought it in
3. Look around your property:
   • Front porch, back door, side passages
   • Bins (yes, really – safe place deliveries!)
   • Sheds, garages, greenhouses
   • Behind plant pots or furniture
   • Inside meter cupboards
4. Check for a "Something for You" card indicating delivery to a neighbour or post office
5. Ask building reception/concierge (if applicable)

Still missing after checking?

Contact us, but allow appropriate timeframes first:

• UK orders: Wait 7 working days from dispatch
• International orders: Wait 20 working days from dispatch

What happens next:

We'll open an official courier investigation which includes:

• GPS log review – Shows exact coordinates where the courier scanned the delivery
• Delivery photos – Many couriers photograph where they left parcels
• Driver statements – Interviews with the delivery driver
• Depot investigations – Sometimes parcels are stuck in sorting

Investigations take 5-10 working days to complete. We must let them finish before issuing refunds or reshipments (courier policy requirement, not our choice).

This is one of our most frequently asked questions, and we completely understand why it's frustrating. Here's the honest truth:

Courier requirements (not our choice!):

Royal Mail, DPD, and DHL require completed investigations for insurance and compensation claims. This isn't us being bureaucratic – it's mandatory courier policy. Investigations are needed to:

• Confirm delivery status using GPS coordinates and timestamps
• Verify delivery photos (if available) showing where the parcel was left
• Review driver logs and delivery device records
• Prevent duplicate claims and potential fraud
• Protect both parties from errors or mis-scans
• Determine liability for insurance purposes

Why this process exists:

• Prevents fraud: Ensures genuine claims are validated
• Catches delivery errors: Sometimes parcels show "delivered" but are still at the depot
• Protects insurance claims: Without investigations, we can't claim on courier insurance
• Fair for all customers: Ensures everyone is treated the same way with verified facts

What happens after investigation:

As soon as the courier confirms a parcel is genuinely lost, we immediately proceed with either:

• A full refund, or
• A replacement shipment (your choice)

This is surprisingly common and usually has a simple explanation! Here's what's going on:

What "Delivered" actually means:

Modern couriers record delivery using:

• GPS coordinates (usually accurate within a few meters)
• Timestamp (exact date and time of scan)
• Photograph (showing where the parcel was left – when available)

Important: Physical signatures are rarely required anymore – GPS and photos are now the primary proof of delivery.

What to do:

1. Thoroughly check your entire property:
   • Front AND back doors
   • All sides of the building
   • Bins (common safe place!)
   • Sheds, garages, outbuildings
   • Behind pots, furniture, or decorations
   • Inside meter boxes or covered areas
2. Ask ALL household members, flatmates, and building residents
3. Check with immediate neighbours – couriers often deliver to adjacent houses
4. Look for a "Something for You" card indicating safe place delivery

Still can't find it?

Contact us and we'll request the GPS location and delivery photo from the courier depot. This usually reveals exactly where the parcel was left.

We completely understand why you'd want this – you just want your peptides! Unfortunately, we can't, and here's why:

Why we must wait:

We need to wait for either:

• The courier investigation to complete, OR
• The original parcel to physically return to us

The reason for this policy:

• Prevents duplicate shipments for parcels that may still be delivered
• Protects insurance claims – We can't claim twice for the same parcel
• Required by couriers – Royal Mail, DPD, and DHL won't pay compensation without investigations

What happens once resolved:

As soon as we have a confirmed outcome (lost, returned, or delivered), we'll immediately proceed with your replacement or refund – no delays, no messing about.

Order confirmations are sent instantly after checkout – like, within seconds! If you haven't received yours:

1. Check your spam/junk folder – This is where they hide 80% of the time!
2. Search your inbox for "UK Peptides" or your order number
3. Check any email filtering rules – Some email clients auto-sort commercial emails
4. Still can't find it? Email [email protected] with:
   • Your full name
   • Payment method and transaction details
   • Date of purchase

We'll locate your order in our system and resend the confirmation right away. Your order still exists – don't place a duplicate!

Login troubles? Here's your fix:

1. Click the "Forgotten Password" link on the login page
2. Enter your registered email address
3. Check your inbox (and spam folder!) for the password reset link
4. Follow the link to set a new password

If the reset email doesn't arrive within 10 minutes, contact [email protected] and we'll resend it or help you access your account.

Before dispatch:

Yes! If you spot a mistake quickly, contact us immediately at [email protected] with:

• Your Order ID
• The correct address

We can usually update it if we haven't printed the label yet.

After dispatch:

Unfortunately no – once the parcel is with the courier, we can't redirect it. This is a courier system limitation, not us!

Most account changes you can do yourself:

Self-service (log in to "My Account"):

• Email address
• Password
• Billing address
• Saved delivery addresses

Contact us to change:

For name or phone number changes, email [email protected] and we'll update them manually for you.

You should receive three emails in this order:

1. Order confirmation – Immediate (within seconds of checkout)
2. Payment confirmation – Within a few hours (if applicable)
3. Dispatch notification with tracking – Evening of dispatch day

Orders paid before cutoff times (4pm Tue-Fri, 3:30pm Mon) typically dispatch the same day.

If you've received nothing after 24 hours:

1. Check spam/junk folders thoroughly
2. Search your inbox for "UK Peptides"
3. If still nothing, email [email protected] with your Order ID for a status check

Email is the best way to reach us: [email protected]

Why we prefer email:

• Automatic routing to the right team member
• Written record of your query and our response
• Easy attachment of documents, photos, or tracking links
• Fair queue system – First-come, first-served responses
• Better for complex issues – We can provide detailed, considered answers

Response times:

• Monday-Friday: Typically within 24 hours (usually faster!)
• Weekends & bank holidays: We're closed, but we'll reply on the next working day

Office hours:

Monday-Friday: 10:30am - 4:30pm (GMT)

Before emailing, please:

1. Check this FAQ – Most questions are answered here and you'll get instant answers!
2. Include your Order ID in your message (if order-related)
3. Check spam if you don't get a reply within 24 hours – sometimes our responses get filtered

Returns address:

UK Peptides
409 Linthorpe Road
Middlesbrough
TS5 6JN
United Kingdom

Important notes:

• This is our returns address only – it's not our warehouse or fulfillment location
• We don't publish our primary facility address for security reasons (we hold high-value stock)
• Only use this address if we've specifically instructed you to return a parcel
• Always obtain proof of postage when returning items – keep your receipt!