Contact Peptide Works
Contact Peptide Works
How to reach us about orders, batch documentation, wholesale supply, and international shipping, and what information makes an answer possible on the first reply.
Most messages that reach us fall into one of four groups: a question about an order that has already been placed, a question about a specific compound or its documentation, a wholesale or repeat-supply enquiry, and everything else. This page explains how each of those is handled, what information makes an answer possible on the first reply, and where the boundaries of what we can discuss actually sit.
For order enquiries, product questions, batch documentation, wholesale requests, and general support, email info@peptide-works.com.
Include your name and a clear description of your enquiry. For an existing order or a specific batch, include the order reference or lot number so we can identify the relevant details.
A note on response times, because it is the question we are asked most often and the one suppliers are most likely to answer with a number they cannot keep. No response-time commitment is published, and we are not going to invent one here. What we can say is that a well-formed enquiry is answered faster than a vague one, for the simple reason that it does not require a second exchange to establish what is actually being asked.
The difference between an enquiry answered in one reply and an enquiry that takes four is almost always the detail supplied at the start. None of the following is mandatory, but each piece removes a round trip.
It also helps to say what you actually need rather than what you think we can provide. If the underlying requirement is a document for a compliance file, say that. If it is confirmation that a compound can reach a particular country, say that. The shape of a useful answer follows from the real requirement, not from a general enquiry about a product name.
Questions about existing orders are the most time-sensitive kind of message we receive, because some of them have a published window attached.
A window of two hours after purchase is published for order modifications. That window exists for a practical reason rather than an arbitrary one: once an order moves into picking and packing, the units have been allocated, the packing configuration has been decided, and unwinding it is no longer a clerical change. If something is wrong with an order you have just placed, raise it straight away rather than waiting to see whether it matters.
The published payment methods are Visa, Mastercard, Zelle, bank transfer, and cryptocurrency. If a payment has not completed, or you are unsure whether an order was captured, include the order reference and the method used. Please do not include card numbers, account details, or any other payment credentials in an enquiry. There is no circumstance in which we would ask for them, and any message that does is not from us.
Promotional codes are entered at the checkout stage rather than applied afterwards, and the published policy is one voucher per order. If a code has not applied as expected, the most useful thing to send is the exact code as entered together with the order reference, since the usual causes are a code that has already been used on the account or a second code attempted on the same order.
Orders are shipped with tracking, and parcels are dispatched in plain packaging. If tracking has not updated, quote the order reference and the destination country. International parcels frequently sit without a scan for a period while they move between carriers or clear customs, and that is not in itself a sign that anything has gone wrong.
A seven-day window is published for reporting damaged items. Raise it as soon as the parcel is opened. Photographs of the outer packaging as well as the contents are genuinely useful, because the state of the outer box often explains what happened in transit and shapes how the same route is packed afterwards. Quote the order reference and the lot number on the affected unit.
Because of the nature of research materials and the need to maintain the integrity of stock, general returns are not accepted. That position is set out in the Terms and Conditions, and it is worth reading before ordering rather than afterwards.
Technical enquiries about the material itself are the ones we would most like to receive, because they are the questions a supplier should be equipped to answer.
Certificates of Analysis are provided for products, supported by batch-specific analytical testing using HPLC and mass spectrometry. Independent analytical testing is used to assess peptide purity, and the catalogue is presented on a standard of high-quality peptides at 99% purity or above for research use.
Documentation is tied to a lot rather than to a compound in general. If you need the analysis for material already in your possession, quote the lot number printed on the vial. If you need it before ordering in order to satisfy an internal review, say so and name the compound and format, and be clear about what your reviewer actually requires, since a purity figure and a full analytical report are different requests.
We can discuss what a product is, what format it is supplied in, what the testing showed for the batch in question, how it is packaged, and how it should be stored. Where a compound is offered in more than one presentation, we can explain how those presentations differ in handling terms.
If a compound is out of stock, the honest answer is that it is out of stock, and that is the answer you will get rather than a quiet acceptance of the order. If you are asking about something that does not appear in the catalogue at all, ask. Sometimes it can be sourced to a standard we are prepared to stand behind, and sometimes it cannot, in which case we will say no rather than take the order and hope.
Wholesale is a published enquiry category, and it is treated differently from a standard order rather than as a larger version of one.
A bulk enquiry is most useful when it describes the pattern of requirement rather than a single line item. The compounds and formats involved, the approximate quantities, whether the requirement is one-off or recurring, the destination, and any documentation your institution needs with each consignment all change what can sensibly be arranged. A recurring requirement for a single compound is a very different proposition from an occasional mixed order, and the two are worth describing differently.
Multi-pack pricing is published on the website for larger quantities of individual products, so for moderate volumes the catalogue may already answer the question without an enquiry. For requirements beyond those options, email info@peptide-works.com.
One thing worth raising early in a bulk conversation is lot consistency. If your work depends on material from a single lot across a series of experiments, say so at the outset. It is a reasonable requirement and it is far easier to accommodate before an order is assembled than to reconstruct afterwards.
Peptide Works ships worldwide, including to the USA and Europe, with tracking and plain packaging, and orders are consolidated under a single shipping charge rather than one charge per item.
Customs is the area where we are most deliberately plain, because it is the area where suppliers most often imply a certainty that does not exist. Goods crossing a border are subject to the rules of that border, and those rules differ by jurisdiction and change over time. Where a shipment requires correspondence with customs, assistance is provided where possible. What is not provided, by anyone honest, is a guarantee that clearance will be uneventful.
Responsibility for compliance sits with the customer. Before ordering, confirm that the material may lawfully be imported into, and held for research in, your own jurisdiction. As the Terms and Conditions state, responsibility for loss caused by non-compliance with the laws of the destination country is not accepted, and that is a position we would rather state clearly in advance than apply quietly after the fact.
If you are ordering into a destination for the first time and are unsure, raise it as an enquiry before placing the order rather than afterwards. We will tell you what we know about shipping to that destination and we will be equally clear about what we cannot promise.
There are limits to what a research supplier can responsibly discuss, and we would rather set them out here than decline a question after it has been asked.
All products are supplied for laboratory research purposes only. They are not intended for human or animal consumption or ingestion of any kind, they are not medicines, and they are not approved by any medicines regulator for the treatment of any condition. That is not a formality attached to the end of a page. It determines which questions we are able to answer at all.
Within those limits there is a great deal we can help with, and the boundary is not evasion. It is the difference between a supplier being useful and a supplier being reckless. The website is also restricted to users aged 21 or over, and material is supplied on the basis that the customer is associated with a body qualified to carry out laboratory research.
Email info@peptide-works.com for order enquiries, product questions, batch documentation, wholesale requests, and general support.
No response-time commitment is published, so we will not promise one. What we will say is that where speed and accuracy conflict, accuracy comes first. A fast wrong answer about a batch is considerably worse than a slightly slower correct one.
The published window is two hours. Beyond it, an order may already have been picked and packed, so changes cannot be assumed. Raise it anyway and as early as possible, but treat the window as the realistic limit rather than a formality.
Raise it within the published seven-day window, quoting the order reference and the lot number on the affected unit, with photographs of both the outer packaging and the contents. Do not discard the packaging before the enquiry is resolved.
Ask, and name the compound and format. Certificates of Analysis are provided for products and are supported by batch-specific testing. Be aware that the analysis relates to a specific lot, so documentation seen before an order describes the lot current at that time.
Shipping is worldwide, but a destination question is best asked directly with the country named, and the final responsibility for confirming lawful import rests with you and your institution.
We can tell you what the material is, what the testing showed, and how it should be stored and handled. We cannot tell you how to use it, in any sense that touches on dosing, administration, or human or animal use.
Ask. The answer is sometimes yes and sometimes no, and a no means we cannot supply it to a standard we are prepared to stand behind rather than that we have not considered it.
All products on this website are supplied for laboratory research purposes only. They are not intended for human or animal consumption or ingestion of any kind, and nothing on this page constitutes medical advice, dosage guidance, administration instructions, or a recommendation to diagnose, treat, cure, or prevent any condition. Research materials should be handled only by qualified professionals in suitable laboratory environments and in accordance with all applicable laws, regulations, and institutional policies. See also the Privacy Policy for how enquiry details are handled, and the Shop for the current research catalogue.