Know the process before ordering.
This policy explains shipping eligibility, delivery issues, return authorization, cancellation, and refunds for Pep In Your Step Lab orders.
Shipping eligibility
Shipping is available only when the product, destination, buyer information, and stated research purpose meet the requirements applicable to the order. Pep In Your Step Lab may decline or cancel an order that cannot be appropriately shipped or fulfilled.
Shipping charges
Shipping charges are shown or confirmed during the order process. Charges can vary based on destination, carrier, product type, packaging, handling requirements, and any restrictions that apply.
Processing time
Processing begins after the order is accepted and required payment has been confirmed. Orders may be held while product identity, buyer information, research-use certification, quality records, or destination questions are reviewed.
Tracking and delivery
When tracking is available, it is associated with the confirmed order. Carrier transit estimates are not guaranteed delivery dates. Customers are responsible for providing a complete and accurate shipping address.
Address changes
Contact support immediately if an address needs correction. Once a package enters carrier processing, an address change may not be possible. Additional carrier or reshipment charges may apply when an incorrect address was provided by the customer.
Damaged, incorrect, or missing items
Contact us promptly with the order reference and clear photos of the package and product when applicable. Keep the original packaging while the issue is reviewed.
Order cancellation
Contact support as soon as possible to request cancellation. If fulfillment has not begun, cancellation may be possible. Once an order has entered packing, carrier processing, or another non-reversible fulfillment stage, cancellation may not be available.
Returns
Do not return a product without prior authorization. Return eligibility depends on product type, condition, storage and handling requirements, seal or tamper status, chain of custody, and applicable law. Opened, used, sterile, temperature-sensitive, tamper-evident, or otherwise integrity-sensitive products may be non-returnable after delivery.
Refunds
If an order is cancelled before fulfillment or a return/refund is approved, the refund amount will be confirmed by support. Approved Stripe-paid refunds are returned to the original Stripe payment method when applicable. Bank and card-network posting times may vary after a refund is issued. Original shipping charges may be non-refundable unless the refund results from a verified fulfillment error.
Payment disputes
Please contact Pep In Your Step Lab first when a payment or fulfillment issue can be resolved directly. This does not limit any rights you may have through your payment provider or applicable law.
Contact
For shipping, cancellation, return, or refund support, use the contact page and include your order reference.