1. Where we ship
We currently ship within the United States to states where the Services are available. We do not ship internationally or to P.O. boxes for cold-chain orders, since these shipments require a deliverable street address and timely receipt.
2. Processing time
An order is only prepared after a licensed provider reviews and authorizes it. Typical timeline:
- Provider review: usually within 1–2 business days of completing your assessment.
- Pharmacy compounding & fulfillment: 1–3 business days after authorization, since each batch is compounded and lab-verified.
- Transit: 2-day cold-chain delivery once shipped.
Most customers receive their first order within about 5–7 business days of finishing the assessment. Refill/renewal orders ship on your subscription schedule.
3. Shipping cost
Standard cold-chain shipping is free on all orders. Any expedited options, if offered, will be priced at checkout.
4. Cold-chain handling
Peptides are temperature-sensitive. Every order ships in insulated packaging with a coolant to maintain stability in transit, and every batch is lab-verified for potency before it leaves the pharmacy. When your package arrives:
- Open it promptly and refrigerate the product as directed on the label and in your protocol.
- It's normal for the coolant to have partially warmed by delivery — the packaging is designed for the full transit window.
- If the product arrives warm, damaged, or past its window, don't use it — contact us for a free replacement (see below).
5. Tracking
You'll receive a confirmation email when your order ships, with a tracking link. You can also check status in your account. We recommend planning to be available to receive cold-chain shipments so they don't sit outside.
6. Delays
Carrier delays, weather, holidays, and address issues can affect delivery dates. We monitor cold-chain shipments and will proactively reship if a package is delayed in transit long enough to risk product quality — at no cost to you.
7. Wrong, damaged, or lost shipments
If your order arrives damaged, fails a cold-chain check, is incorrect, or is confirmed lost in transit, email billing@semax.clinic within 7 days of delivery (or expected delivery) with your order number and a photo if possible. We'll replace it or refund it at no cost to you. See our Return & Refund Policy for full details.
8. Address accuracy
Please double-check your shipping address before confirming. We're not able to refund orders delayed or lost due to an incorrect address provided at checkout, but we'll always try to help you recover a shipment.
9. Questions
For anything about a shipment, reach us at support@semax.clinic or visit our Contact page.