FAQ — PEPTEX

Preguntas frecuentes sobre productos peptídicos, pedidos, envío y pago en PEPTEX.

Frequently asked questions

What are peptides and what are they used for?

Peptides are short chains of amino acids that perform important biological functions. All products available in our store are intended for research purposes.

Which countries do you ship to?

We ship across the entire European Union. If you have questions about a specific country, please contact our support team.

What payment methods are available?

We accept bank cards (Visa, Mastercard). You can choose your preferred payment method during checkout.

How is product quality verified?

Every product undergoes independent laboratory testing. Certificates of Analysis (CoA) showing purity levels and composition are available directly on each product page.

How does the bonus system work?

You earn 5% of every order's value back as bonus points (cashback). Additional bonus points are awarded for detailed product reviews and comments on website articles.

How does the referral program work?

You can create a personal promo code and share it with friends. When a friend places an order using your code, you receive 5% of their order value as bonus points, and they get a 5% discount on their purchase.

What should I do if I received a damaged product?

Contact our support team within 48 hours of receiving your order. Please attach photos of the damage — we will review your case and offer a resolution.

How much does shipping cost?

Shipping costs 16 EUR for orders under 200 EUR. Orders of 200 EUR or more qualify for free shipping.

How are products stored?

Lyophilized vials remain stable for up to 6 months at room temperature and up to 24 months refrigerated at 2–8°C. Pens are stable for up to 28 days at room temperature and up to 24 months refrigerated before first use. Refrigerate on arrival for long-term storage.

How do I use my bonus points?

Your accumulated bonus points can be applied when placing your next order. Bonus points can cover up to 50% of the total order value.

What is the distributor level?

Distributors receive expanded benefits: up to 10 different promo codes for various clients or sales channels, an increased bonus percentage, personal discounts, and special partnership terms. To apply for distributor status, please contact our support team.

Is it possible to return a product?

For all matters related to product returns, please contact our technical support team. Our specialists will review your situation and help find the best solution.

Where can I find quality certificates?

Certificates of Analysis (CoA) are available on each individual product page. You can review them at any time to verify the authenticity and purity of each product.

How long does delivery take?

Standard delivery across EU countries takes up to 7 business days depending on your location.

What are these products intended for?

The products available in our store are intended for research purposes. They are not dietary supplements or pharmaceutical medications.

When are review bonus points credited?

Bonus points for reviews are credited after your comment has been reviewed and published by a moderator. The review must be detailed and meaningful.

How do I create my promo code?

Go to your account and navigate to the 'Referral Program' section to create your promo code. It will be unique to your account and ready to use immediately after creation.

How can I contact customer support?

You can reach us via the contact form on the website, by email, or through our live chat. We aim to respond to all enquiries within 24 hours.

Can I read reviews from other customers?

Absolutely! Our website features a reviews section with feedback from real customers. You can also leave your own review — detailed product reviews earn bonus points.

How can I track my order?

Once your order is shipped, you will receive a tracking number at the email provided during checkout. Use it to monitor your parcel's status on the carrier's website.

Are payments on your website secure?

All payment transactions are protected by SSL encryption. We do not store your card details — payments are processed through certified payment systems.

How can I check my bonus balance?

Your current bonus point balance is always displayed in your account under the 'My Bonuses' section.

How quickly are referral bonuses credited?

Referral bonuses are credited once your friend has successfully placed and paid for an order using your promo code. You can track the status in the 'Referral Program' section.

Is my personal data safe?

We adhere to a strict privacy policy. Your personal data is never shared with third parties. All transactions are protected by encryption.

How are products packaged?

All products are shipped in discreet, neutral packaging with no identifying markings. We guarantee the confidentiality of your order.

Can I pay for my order with bonus points?

Yes. You can use your accumulated bonus points to cover up to 50% of any order's total cost. Your bonus balance is always visible in your account.

What if my package hasn't arrived on time?

If your order hasn't arrived within the expected timeframe, please contact our support team. We will investigate promptly and offer a resolution.