Frequently Asked Questions

Ordering and accounts

Who can order?

Sales are restricted to purchasers age 21 or older acting on behalf of a qualified laboratory, institution, or business entity engaged in lawful research. To order, apply for a research account with your organization details and intended research use.

How does account review work?

Our team reviews each application. You will receive an email when a decision is made, and you can check the status of your application from your account page. You can add items to your cart while your application is reviewed; your cart will be waiting when you are approved.

Are your products for human use?

No. All products are sold for research and laboratory use only. They are not for human or animal consumption and are not drugs, food, or cosmetics.

Why can't I add an item to my cart?

Items can be ordered only when a released lot is in stock. If a product shows no price or availability, it is not currently available to order.

Payment and pricing

What currency do you charge in?

All prices and transactions are in United States Dollars (USD).

How is my total calculated?

Item prices, shipping, and any applicable tax are calculated at checkout for your destination. The total shown on the review page is the amount charged.

Which payment methods do you accept?

The payment methods available for your order are shown at checkout. Payment is taken by our payment providers on a secure page.

Do you store my card details?

No. Card details are entered on our payment provider's secure page and are not received or stored by PepPure.

What happens if my payment fails?

Your items stay reserved for a limited time and you can retry payment from your order page. If the reservation lapses, the items are released and nothing is charged.

Shipping and tracking

Where do you ship?

We currently ship within the United States. See our Shipping Policy.

How do I track my order?

You will receive an email with the carrier and tracking number when your order ships. You can also use Track Your Order or open the order from your account.

Documentation

Where do I find a certificate of analysis?

On each product page beside the purchase options, on the Lab testing & documents page, and on your order page for the lots you received.

What is a lot number?

The lot number identifies the batch your vial came from. It is printed on the label and links to that lot's record and certificate.

Returns and cancellations

Can I return a product?

Research materials cannot be returned once shipped. Damaged, incorrect, or missing items are covered by our Refund Policy.

Can I cancel my order?

Unpaid orders can be cancelled from your order page. For paid orders that have not shipped, contact us. See our Cancellation Policy.