FAQ
FAQ Help Center
Feel free to ask us questions, and we will do our best to resolve the difficulties you are facing.
popular questions
These are some common questions.
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Addressing the characteristic susceptibility of short-chain amino acids to temperature fluctuations, we provide cold chain logistics featuring precise temperature control：
Standard Cold Chain: Utilizes custom-designed, high-density, extra-thick foam containers paired with eco-friendly refrigerant gel packs, delivered with extreme speed via SF Express Pharmaceutical Cold Chain (domestic) or FedEx/DHL Priority (international).
Deep-Freeze Dry Ice Transport (for Specially Modified Peptides): Specifically designed for highly labile or pre-dissolved liquid active peptides, we offer customized end-to-end deep-freeze transport at $-78.5^\circ\text{C}$ using dry ice, ensuring the peptide’s secondary molecular structure remains perfectly locked in a stable state.
Given the specialized nature of high-purity biochemical reagents and the requirements for experimental rigor:
Unopened Products: Within 7 days of receipt, provided that the tamper-evident seal on the outer packaging remains intact and the product has been continuously maintained under the required frozen storage conditions, we accept returns or exchanges without cause (customers are responsible for the return shipping costs via SF Express Cold Chain).
Opened/Dissolved Products: We generally do not accept returns or exchanges without cause. However, if laboratory testing reveals a discrepancy in purity or an error in sequence synthesis, we will unconditionally implement the aforementioned [Quality Guarantee & Resynthesis Policy].
When your order total meets the threshold for free shipping, we cover the cost of the premium, one-way cold chain transport from our facility to your laboratory：
If you request a return for reasons unrelated to product quality (e.g., selecting the incorrect sequence or ordering the wrong quantity), you must utilize a cold chain shipping service of equivalent standard—such as SF Express Pharmaceutical Cold Chain or SF Express Priority Service—to ensure the preservation of the returned product’s molecular activity. In such instances, the return shipping costs must be borne by your organization. However, should a return be approved following a successful quality-related claim, we will fully reimburse the return shipping expenses.
We accept prepaid research funds from organizations; by topping up your account with a corresponding amount, you can receive a bonus of up to 20% in cash account credit. Furthermore, the prepaid gift cards you purchase remain valid indefinitely, and we issue official VAT invoices categorized as “Reagents/Raw Materials,” thereby ensuring the worry-free advancement of your modern scientific research.
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Delivery & discounts
Definition of Business Days: Our production, quality control, and logistics centers operate from Monday through Friday (excluding statutory holidays).
Special Policy for Weekend Shipping: Given the unique nature of biologically active substances—and to prevent packages containing them from becoming stranded at courier transit hubs on Sundays (when such facilities are closed), which could lead to the melting of ice packs and subsequent loss of product activity—we typically do not dispatch sensitive peptides requiring inter-provincial or international transit on Friday afternoons or Saturdays. Such orders are uniformly scheduled for packaging and dispatch on Monday mornings, utilizing freshly prepared refrigerants to ensure the utmost safety and integrity during transit.
Exchanges Due to Quality Issues: We will unconditionally and free of charge resynthesize (re-prepare) your order. You will not incur any additional costs, and your original discount benefits will remain entirely unaffected.
Exchanges Not Due to Quality Issues: If you wish to exchange your order for a peptide with a different sequence, the “15% First-Time Order Coupon” or “Limited-Time Lab Allowance” applied to your original order will be automatically applied to the new, equivalent replacement item. However, should the new sequence result in a price difference due to complex modifications, you will be required to pay the difference.
Our peptide products feature an industry-leading “Dual Quality Guarantee” covering both molecular-level activity and purity.
Purity Guarantee: We guarantee that the biochemical purity of all peptides shipped from our facility strictly meets or exceeds the specifications stated in the Certificate of Analysis (COA) (standard research-grade purity is typically $\ge$ 98.5%).
Transport Activity Insurance: Any molecular degradation resulting from force majeure events during transit—such as severe, non-human-induced logistical delays that cause ice packs to completely melt—is covered under our free replacement policy.
Note: Loss of activity resulting from subsequent customer actions—including improper dilution, improper freeze-thaw cycles, incompatible mixing, or failure to store the product at -20°C while protected from light—is not covered under this warranty.
To maximally safeguard the structural integrity and biochemical activity of our peptides, all our packages are shipped utilizing high-standard, pharmaceutical-grade temperature-controlled cold chain technology：
Standard Cold Chain: We utilize custom-designed, extra-thick, high-density foam containers, internally equipped with high-capacity, manufacturer-supplied ice packs. Shipments are dispatched directly via SF Express Pharmaceutical Cold Chain (for domestic orders) or FedEx/DHL Air Express (for international orders).
Specialized Modified Peptides: For liquid formulations of active peptides that are highly susceptible to degradation, we default to a deep-cold packaging method utilizing a full dry ice payload at $-78.5^\circ\text{C}$, ensuring that the product remains in an actively frozen state throughout its entire journey—from our central laboratory directly to your laboratory bench.
Delivery timelines depend on the category of your peptide products:
Standard Stock Peptides: Orders placed and paid for before 14:00 (2:00 PM) on a business day will be packed and dispatched via cold-chain logistics on the same day. Delivery to major domestic cities typically takes as little as one business day, while delivery to key international research hubs takes 3–5 business days.
Custom Peptide Sequences (Custom Synthesis): These require a multi-stage process involving sequence evaluation, solid-phase synthesis, HPLC purification, and dual verification via mass spectrometry. The standard turnaround time for routine sequences is typically 7–14 business days. You can view real-time updates regarding your specific production schedule and current laboratory progress within the “Recent Orders” section of your User Center.
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