Frequent Questions
Can you tell me how to use peptides?
Answer: Absolutely not, all of our peptides and products are meant for research purposes only. All questions regarding use will be ignored. If we have any type of indication that our customers are physically using our products, they will be immediately blocked from service.
What does SmartPep do?
Answer: We are a research peptide supply company. We have a strategic partnership with a GMP certified US lab to supply the highest quality peptides to researchers, labs, and academic institutions around the country.
Do you take questions and orders via phone?
Answer: No, to guarantee that we maintain a log of all communications with our customers, we only communicate through email. You can reach us M-F, 9am to 5pm EST at info@smartpepusa.com. We try very hard to give our customers the best service and experience possible. If you have not received a timely reply, please check your email spam folder.
Do you offer overnight shipping?
Answer: No, we do not offer overnight or expedited shipping. We’ve found that being diligent on our end, which is religiously getting orders out by 1 pm each day has been the most effective way to provide fast and timely shipping to our customers. Disrupting that process with multiple methods just slows us down.
Do you accept returns or refunds?
Answer: No, due to the delicate nature of peptides, we do not process returns or refunds after the product is shipped. Part of our shipping process is taking pictures of the order before boxed to insure its quantity, damage assessment, and order accuracy. The customer can however purchase shipping insurance at check out. If the insurance is purchased and the package is lost or damaged, we will investigate and provide a replacement once verified.
What does lyophilized mean?
Answer: Lyophilized is a technical term for freeze dried. It is the state that our peptides are shipped and stored in. They do not need to be kept cold until reconstituted and are stable at room temperature for approximately two years in this state.
Why does the solid powder in the vial look broken up or powdery?
Answer: Due to shipping and handling the solid mass may break up and appear powdery. There is nothing wrong with this, it will not affect the purity of the peptide.
What form of payments do you accept?
Answer: Due to the nature of the peptide business, all payments will be manually processed. After filling your cart, you will check out as normal with an automatic manual payment. Your order number and items purchased will be on that invoice to keep as part of your receipt. Once we receive the order, we will manually send you a payment invoice for that order number. You can pay that invoice via credit or debt card or several other methods available. We also accept check by mail if you prefer that method, however, that method could delay the shipping until we receive the check and it clears.
If you have questions or concerns, please contact us at info@smartpepusa.com.
We do not submit orders to our distribution center until payment is confirmed. To avoid shipment delays, please make the payment asap. If you have not received the payment invoice via email, please check your spam folder or contact us immediately. we can also text a payment link or QR code. We’ve found that this is a very easy process for most folks and we’ve had a lot of positive feedback.
