Returns & Refund Policy
Clear guidance and personal support, from shipment to delivery.
Missing or undelivered orders qualify for a replacement or refund after review. Report arrival damage or an incorrect item within 24 hours of delivery. Damage caused after opening is not refundable.
Our commitment to your order
At S&S Labs Research, we appreciate your trust and want every order to reach its destination safely. This policy explains how we handle missing deliveries, damaged or incorrect items, returns, and refunds. Please contact support@sslabsresearch.com with your order number whenever you need assistance.
Missing packages and orders that do not arrive
If your package goes missing in transit or your order is not delivered, contact us so we can review the shipment and help resolve the issue. We provide a replacement or a refund for orders confirmed as missing or undelivered. We will discuss the resolution with you; you do not need to return a package you never received.
Please include your order number, tracking number if available, and a description of what happened. If tracking shows delivery but you cannot locate the package, check the delivery location, mailbox, building reception, and anyone who may have accepted it, then contact us. A delivery scan does not prevent you from reporting a missing package; we will review the available delivery information.
The 24-hour deadline for reporting damaged or incorrect items below does not apply to a package that never arrives. Please report a missing delivery promptly so we can investigate while shipment information is available.
Damaged or incorrect items: report within 24 hours
Please inspect your shipment promptly when it is delivered. If an item arrives damaged or you receive an incorrect item, email support@sslabsresearch.com within 24 hours of delivery. Include your order number, a description of the issue, and clear photographs of the item, shipping packaging, and label. Keep the item and packaging while we review your report.
Opening the outer shipping package to inspect an item does not by itself disqualify an arrival-damage claim. However, we do not refund damage caused after the package has been opened, including accidental breakage, improper handling, or storage-related damage after receipt.
We do not issue refunds for damaged-item claims first reported more than 24 hours after delivery. Verified damage present on arrival or an incorrect shipment reported within the required window will be resolved with a replacement at no additional charge. If a return is needed, we will provide instructions before you send anything back.
Other returns and exchanges
Because of the nature of research compounds and the need to preserve product integrity, we do not accept routine returns or exchanges of peptides or research compounds for a change of mind. Except for the missing-delivery, arrival-damage, or incorrect-shipment situations described above, these sales are final.
Please do not send products back without contacting us first. Any return required to resolve an approved claim must follow the instructions provided by our support team.
How refunds are handled
When a refund is approved, we will confirm the amount and refund arrangements with you. Card-payment refunds are returned to the original payment method where supported. The time it takes for the funds to appear depends on your payment provider or bank; we cannot guarantee an immediate posting date.
Zelle transfers cannot be cancelled or reversed by the sender after completion. This does not remove your eligibility for a refund approved under this policy. For an approved Zelle refund, contact us to coordinate the refund securely. Never send an additional payment to receive a refund.
Order cancellations
You may request cancellation within 2 hours of placing an order, provided it has not already been processed. Email support@sslabsresearch.com immediately with your order number. We will confirm whether cancellation is possible and explain any applicable refund arrangements.
Contact and assistance
For delivery assistance, an eligible return, or a refund request, email support@sslabsresearch.com. Include your order number so we can locate your purchase and respond with the appropriate next steps. We appreciate the opportunity to resolve delivery problems and support you throughout your order.
This policy does not limit any rights or remedies that cannot be excluded under applicable law.