CUSTOMER POLICY
Refund & Return Policy
Clear expectations for final-sale research materials, fulfillment issues, and order-resolution requests.
FINAL SALE POLICY
All Sales Are Final
Due to the nature of specialized laboratory research materials, PugPep does not accept returns, exchanges, or refunds once an order has been processed or shipped.
Once products leave PugPep's custody, storage conditions, handling history, packaging integrity, and chain of custody can no longer be independently verified. For this reason, returned research materials cannot be restocked or resold.
ORDER RESOLUTION
Damaged, Incorrect, or Incomplete Orders
If an order arrives damaged, incorrect, incomplete, or is affected by a verified fulfillment error attributable to PugPep, contact PugPep Support as soon as possible with your order number and supporting information.
Provide your order number and clear photographs of the package, shipping label, packaging, and affected items.
Provide your order number and photographs showing the item received and its identifying label.
Provide your order number and a description of the item believed to be missing from the shipment.
If PugPep verifies an internal fulfillment error, we will review the appropriate resolution based on the circumstances.
When PugPep determines that a verified fulfillment issue occurred, the available resolution may include a replacement, account credit, or another appropriate remedy at PugPep's discretion.
CIRCUMSTANCES OUTSIDE PUGPEP'S CONTROL
Carrier & Address Issues
Customers are responsible for providing a complete and accurate shipping address before an order is fulfilled. PugPep is not responsible for losses, delays, or delivery failures caused by incorrect or incomplete customer-provided address information.
Carrier delays, weather events, service disruptions, delivery attempts, and other circumstances outside PugPep's direct control do not automatically qualify an order for a refund. PugPep may assist with available carrier information or claims when appropriate.
RESEARCH USE NOTICE
Laboratory Research Materials Only
PugPep products are supplied for laboratory research purposes only and are not intended for human or veterinary use. Product information and research references do not constitute medical advice, dosing guidance, treatment recommendations, or claims of therapeutic benefit.
SUPPORT
Contact PugPep
For questions about an order or to report a potential fulfillment issue, contact Support@PugPep.com.