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FAQ

DO YOU PROVIDE ANY INSTRUCTIONS FOR PRODUCTS?

No, we do not provide any advice or instructions on how to utilize research peptides. Our products are exclusively intended for research purposes only.

WHAT TYPE OF PAYMENTS DO YOU ACCEPT?

We accept CashApp, & Cards!

HOW DO I KNOW IF MY PAYMENT IS CONFIRMED?

 

~ If you pay through CASHAPP, we will manually confirm your payment within 24 hours. Your order will remain on-hold until we have verified payment.

~ Once we mark your order paid, it will update your order status. You can log into MY ACCOUNT on our website and click MY ORDERS and check order status.

~ If we have not confirmed payment or we cannot verify payment, you will be sent an email letting you know.

~ If payment method has changed after you placed an order, please send us an email ASAP. This will speed up the process on confirming payment. We only verify the payment through the choice you selected on your order.

WHAT IF I DID NOT PURCHASE ROUTE PROTECTION?

We do not reship, refund or credit orders if you did not purchase Route Protection. USPS & FEDEX will cover up to $100 on lost or damaged packages.

You will need to contact USPS or FEDEX and file a claim if your package is lost or damaged.

**FEDEX GROUND ECONOMY IS NO LONGER INSURED & WE ARE UNABLE TO FILE CLAIMS. IF YOU WANT FEDEX GROUND ECONOMY TO BE COVERED, YOU WILL HAVE TO PURCHASE ROUTE INSURNACE**

CAN I USE MULTIPLE DISCOUNT CODES?

Unfortunately, our system does not allow multiple discounts to be applied to orders.

DO YOU OFFER DISCOUNTS ON LARGE VOLUME ORDERS?

We offer Mini & Value Packs at a discount. Pricing can be found under each product by selecting Mini Pack or Value Pack. Each Mini Pack contains 5 vials and Value Pack contains 10 vials.

WHERE DO YOU SHIP?

We only ship within the US. However, we are working on outside of US. Please email us at support@sjpep.net for more information

I DID NOT RECEIVE MY PACKAGE, WHAT DO I DO?

If your package says delivered, please check around your property and neighbors. Sometimes packages get delivered to the wrong address. In almost every situation the post office is able to locate the package.

If your package cannot be located after you have contacted the carrier (USPS or FedEx) and they have done their search, you can file a claim with the carrier. Your package is ONLY insured for up to $100. **FEDEX GROUND ECONOMY IS NO LONGER INSURED. IF YOU WANT FEDEX GROUND ECONOMY TO BE COVERED, YOU WILL HAVE TO PURCHASE ROUTE INSURNACE**

If you purchased Route Protection insurance for your order, refer to the ROUTE PROTECTION/FAQ and please email support@sjpep.net. Route Protection will cover Lost, Damaged, & Stolen packages. You get information on Route Protection in your order confirmation.

HOW DO I FILE A LOST, DAMAGED, OR STOLEN PACKAGE CLAIM WITH ROUTE?

In order to file a claim for a lost, damaged or stolen package, you would have had to purchase additional shipping insurance; Route Insurance for your order.

Because Route Package Protection was purchased with your order, you are fully covered for eligible lost, stolen, or misdelivered packages.

To start a Route claim, please follow these steps:

  • Visit https://claims.route.com
  • Enter your order number and email address
  • Select the reason for your claim
  • Follow the on-screen steps to complete the claim

Route works directly with you and typically resolves claims quickly by either replacing the items or issuing a refund, depending on the situation.

Please note:

  • Once a package is marked delivered by the carrier, the carrier is responsible for delivery investigation.
  • Our company cannot override the carrier delivery scans.
  • Route claims must be filed directly through Route, as they are a third-party insurance provider.

Please email support@sjpep.net with order, package details and pictures (Missing Items only. Include packing slip, items received, and how you received the package).

HOW LONG DOES SHIPPING TAKE?

Orders start processing once payment is received and confirmed. Orders ship same day or next day for in stock items. Orders with Pre-Orders, Out of Stock or Mini/Value Packs will ship together within 14-21 business days (holidays and weekends not counted). We do not ship on weekends or holidays. We ship via USPS & FedEx; transit times can vary!

Once your order leaves our facility, we cannot control the transit times. These transit times are only estimated!

CAN I APPLY A COUPON AFTER MY ORDER HAS BEEN PLACED?

No! Once your order has been placed, we cannot apply ANY coupons to your order!

HOW DO I PAY FOR MY ORDER?

At checkout, choose your preferred payment method. Follow the instructions at checkout to pay for your order.

Contact us at support@sjpep.net along with your order number if you did not receive an email order confirmation.

HOW DO I GET ORDER UPDATES?

To see order updates, log into your account on our website and click “MY ORDERS”. You will be able to see payment confirmation, order information and tracking information.

I RECEIVED MY ORDER BUT HAVE AN ISSUE WITH A PRODUCT, WHAT DO I DO?

We understand how frustrating it can be to receive a package with a missing or incorrect item. To ensure all claims are reviewed accurately and fairly, we follow a strict verification process for all missing or incorrect product reports.

Required Documentation (ALL items must be provided):

To proceed with a resolution, you must submit the following within 48 hours of delivery:

  • A clear photo of the packing slip included in your order
  • A clear photo of all items received, laid out together
  • A clear photo of the shipping package (including the label and condition of the box)

Claims submitted without all three required photos cannot be reviewed or processed.

Important Notes:

  • All orders are packed under video surveillance for quality control and verification purposes.
  • Claims are reviewed against packing records and fulfillment footage.
  • Reports submitted outside the required timeframe may be denied.
  • Resolution decisions are made at the sole discretion of SJ Peptides based on verification findings.

Once the required documentation is received, our team will review your claim and respond within 3–5 business days with the outcome.

 

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