Where we ship

PEPTEX ships exclusively within the European Union. All EU member states are supported destinations.

We ship exclusively within the European Union. If your country is not listed at checkout, delivery is not available.

Carrier

All parcels are shipped with UPS Express. UPS offers reliable next-business-day pickup from our EU warehouse, predictive time-window delivery in most EU countries, tracked handover, and a mature claim process for damaged or lost parcels. Where a destination country is not part of UPS's direct coverage, the parcel is handed over to UPS's partner network for the final leg, without any change in the tracking experience for you.

Processing time

Our warehouse operates Monday to Friday, excluding French public holidays. Orders paid on a business day before the daily cut-off leave the warehouse on the next business day. Orders paid after the cut-off, or on a non-business day, enter the queue for the following business day.

• Order paid Monday: shipped Tuesday.
• Order paid Friday: shipped Monday.
• Order paid Saturday or Sunday: shipped Monday.
• Order paid on a public holiday: shipped the next business day after the holiday.

Processing time only starts when payment is confirmed. For card payments, confirmation is typically immediate.

Transit time

Standard EU transit time is up to 7 business days from dispatch to delivery at the final address. Most orders arrive sooner, but we use the up-to-7-days window as our committed standard so we never under-deliver on the promise.

These ranges are indicative, based on historical data. The carrier cannot guarantee a specific day of arrival, especially in peak periods (holiday season, strikes). We do not issue compensation for a transit time that falls within the standard range.

Shipping cost

Shipping cost is flat and transparent:

• 12 EUR per Order for Orders under €200 to a pickup point or €400 to a home address of product value.
• Free shipping for Orders at €200 to a pickup point or €400 to a home address of product value or above, applied automatically at checkout.

The threshold is computed on the pre-tax, pre-discount product value. Promo codes that reduce the product value below €200 to a pickup point or €400 to a home address do not remove the free-shipping qualification, as the qualification is based on the cart content, not on the amount charged.

Packaging

Discretion is one of the main features of our logistics. Parcels are packaged as follows:

• Neutral outer box, without any branding referring to peptides, research products or PEPTEX.
• Sender label displaying a neutral company name that does not disclose the nature of the content.
• Protective inner packaging to absorb shock during transit. Cold packs are not included. Lyophilized peptide vials are stable at room temperature for up to 6 months, and pens are stable for up to 28 days, so transit without refrigeration does not affect product quality.

The invoice is delivered separately by email and is not inserted in the parcel, in order to preserve the discretion of the delivery.

Tracking

As soon as UPS picks up the parcel, we send you an automated email with the tracking code. The same code is visible in your account on peptex.shop. You can also request it at any time from customer care.

The tracking page of UPS shows pickup, sorting events at the originating hub, transit events between hubs, arrival at the destination depot and the delivery window. Intermediate events may update with a delay of several hours. An absence of updates for 24 to 48 hours is not unusual during transit and does not indicate a problem. A 72-hour gap, on the other hand, is a reason to contact us.

Customs

For Orders shipped within the European Union, no customs procedures apply. Products move as intra-EU goods.

Address accuracy

The shipping address is your responsibility. Once an Order has been shipped, a correction of the address is not always possible. Before the parcel leaves our warehouse, we can update the address on request; after pickup by UPS, any address correction depends on UPS policy and may incur a carrier fee.

Double-check the following fields before paying:

• Recipient name matching the name on the mailbox or doorbell.
• Street and number, including any building, floor or apartment code.
• Postal code and city matching.
• Country, especially when your device autofills a different default.
• Phone number reachable by the courier for last-mile coordination.

Parcels returned to the warehouse because of an incorrect address can be reshipped at the cost of a new shipping fee, or refunded net of the round-trip shipping cost.

Not delivered or lost parcel

If the UPS tracking shows a delivery status but you did not receive the parcel, or if the tracking has not progressed for more than 72 hours, contact us on WhatsApp at +33 7 74 58 48 99 with your Order code.

1. We open an investigation with UPS. UPS typically replies within 2 to 5 business days.
2. If the parcel is located, we update you and arrange the final delivery.
3. If the parcel is declared lost after the UPS investigation, we offer either a full reshipment at our expense or a refund of the Order, at your choice.

Claim deadlines apply: contact us no later than 14 calendar days after the expected delivery date. Beyond that, UPS does not always accept claims.

Damaged on arrival

If the parcel arrives visibly damaged, or if any item inside is broken, send photos to our WhatsApp at +33 7 74 58 48 99 within 48 hours of delivery. Include a photo of the outer packaging, a photo of the inner content, and a photo of the damaged item in close-up. We open a claim with UPS in parallel and offer a replacement or a refund, at your choice, without waiting for the carrier's internal decision.

The 48-hour window is a condition set by UPS. Claims opened later may be denied by the carrier, which reduces our ability to cover the damage at our expense.

Weekends and public holidays

The warehouse does not ship on Saturdays or Sundays. Orders placed from Friday evening through Sunday evening enter the Monday queue. French public holidays also suspend warehouse operations; the next business day is used instead. A calendar of warehouse closures is communicated on the Website at the beginning of each month, and a banner is displayed during the last business day before a closure.

Multiple items in one Order

Orders with multiple items ship in a single parcel wherever possible. Large Orders that exceed the dimensions of a single UPS parcel are split across two or three parcels, which may arrive on different days within the same 7 business day window. In that case, each parcel has its own tracking code.

Order status

Each Order moves through the following statuses, which are reflected in your account and communicated by email:

• Awaiting payment: Order submitted, payment not yet confirmed.
• Paid: payment confirmed, Order queued at the warehouse.
• Processing: warehouse is preparing the parcel.
• Shipped: parcel picked up by UPS, tracking code issued.
• Delivered: parcel handed over at the destination address.
• Cancelled: Order cancelled before shipment.

You can always check the current status through your account on peptex.shop or by writing to customer care with your Order code.

Contact

For any shipping question, address correction, tracking concern or claim, contact us on WhatsApp at +33 7 74 58 48 99. WhatsApp and phone: +33 774 58 48 99. Telegram: @Maria_PEPTEX. Customer care is available Monday to Friday, 10:00 to 20:00 Paris time. Messages received outside these hours are answered on the next business day.