Module // Complaints & recalls
Complaints & recalls
How to report a problem with an order, what we look at, which outcomes are possible under our Terms, and what happens if a batch is ever called into question.
Last updated: 18 September 2026Email support@peptidesdirect.io or use the contact form. Include your order number, a short description of the problem and photos wherever something is visible.
We pull up the order and payment record, the carrier's tracking record and the published lab report for the product you received.
You get the outcome in writing. If a parcel is late or missing, we open an investigation with the carrier first and keep you posted while it runs.
You can reach us by email at support@peptidesdirect.io or through the form on our contact page: Contact page
What you ordered, when it was paid and what we shipped. Your order number is the fastest way for us to pull all of it up in one go.
The carrier's tracking record: when the parcel was handed over, scanned and delivered. For a parcel that is late or missing we file an investigation with the carrier, which takes a few days to come back.
Every product we sell carries a published certificate of analysis. The QR code on the vial label opens the reports for that product on our own site, and the full database sits on the purity page.
For anything visible, a photo of the outer packaging, the vial and the damage. We never ask you for a batch number: our labels do not carry one, the QR code on the label is the reference.
Which remedy applies (replacement, refund, return) is governed by our returns page and section 6 of our Terms and is not repeated here. Your mandatory statutory consumer rights under EU law remain unaffected in every case.
Write to support@peptidesdirect.io first so we can try to settle it directly. Consumers residing in the EU may also submit complaints to an alternative dispute resolution body, or contact the European Consumer Centre in their country of residence for help with cross-border disputes.
The full wording is in our Terms and on the returns page: Terms & Conditions · Returns & refunds
A recall means we take a batch off sale and contact everyone who received it. We do that when a lab report or reports from customers put a batch in question.
The batch comes off sale immediately, before we know the answer, and stays off sale while we look into it.
Everyone who received the affected product in the period in question gets an email at the address on their order, with what we know and what we are doing about it.
The recall goes on this page with the product, the delivery period, the date and the reason, so it stays visible after the emails have gone out.
No recalls (as of 18 September 2026). Nothing we have sold has been recalled to date.
The certificates of analysis for every batch are published here: Purity database · Certificates of analysis
Complaints and recalls go to this address. Please include your order number in your first message. We reply within 24 hours on business days.
All products are sold strictly for in-vitro laboratory and research use. They are not intended for human or animal consumption.