Customer Help & Support
Find answers about orders, shipping, damaged packages, refunds, payment security, product documentation, and company policies directly on this page.
What do you need assistance with?
Select a topic below to move directly to the relevant information on this page.
Order & Shipping Help
Review processing times, tracking, shipping carriers, address issues, and international orders.
View order informationDamaged or Incorrect Orders
Learn what information and photographs are required when reporting a damaged, missing, or incorrect shipment.
View claim instructionsReturns & Refunds
Review the all-sales-final policy, cancellation rules, damaged-product exceptions, and refund review process.
View return informationPayments & Security
Learn how payments are processed, why orders may be reviewed, and how suspicious transactions are handled.
View payment informationQuality & COAs
Learn about third-party testing, batch documentation, purity specifications, and product identification.
View quality informationResearch Use Only
Review product-use restrictions and the limits of customer support regarding medical, dosing, or treatment questions.
View use restrictionsHave your order information ready
Including complete information in your first email allows the support team to review your request without unnecessary back-and-forth.
- Your order number
- Name used when placing the order
- Email address used during checkout
- A clear explanation of the issue
- Photos when reporting damage or incorrect products
Contact the correct department
Customer support can assist with orders, payments, shipping, account access, company policies, and product documentation.
Include your order number in the subject line whenever contacting support about an existing order.
[email protected]How to Pay
Restore Peptides accepts Visa, Mastercard, Zelle, Cash App, bank transfer through Plaid, and cryptocurrency through NOWPayments. Select your preferred payment method during checkout and follow the instructions provided.
Visa & Mastercard
Select the credit card option during checkout and complete the secure payment form.
- Visa is accepted
- Mastercard is accepted
- American Express is not accepted
- Credit card processing fees generally begin at 5%
- The final fee may vary depending on the payment processing solution selected
Your order begins processing after the payment has been successfully authorized.
Zelle
Select Zelle during checkout and submit your order. Your Zelle payment instructions will appear on the order-confirmation screen after the order has been submitted.
- Send the exact order total
- Include your order number in the payment memo
- Payment instructions are displayed only after checkout
- Payment must be completed within 24 hours
Orders that remain unpaid after the 24-hour payment window may be automatically canceled and the reserved inventory released.
Cash App
Select Cash App during checkout and submit your order. The Cash App payment instructions will appear on the order-confirmation screen.
- Send the exact order total
- Include your order number with the payment
- Payment information is displayed only after the order is submitted
- Payment must be completed within 24 hours
Unpaid Cash App orders may be automatically canceled after the payment window expires.
Bank Transfer Through Plaid
Select bank transfer during checkout and securely connect your bank account through Plaid.
- Plaid confirms the bank connection and payment authorization
- The actual transfer may take 1–3 business days
- The order may remain pending while the transfer is completing
Order processing may not begin until the bank transfer has been fully confirmed.
Cryptocurrency Through NOWPayments
Select cryptocurrency during checkout. NOWPayments will generate the payment amount, wallet address, network, and payment deadline.
- Send the exact requested amount
- Use the exact wallet address provided
- Use the correct blockchain network
- Wait for the required blockchain confirmations
Sending funds using the wrong cryptocurrency, wallet address, or blockchain network may result in permanent loss of funds.
Why Does My Order Say Pending?
An order may remain pending when payment has not yet been received, completed, or fully confirmed.
- Zelle or Cash App payment has not been matched to the order
- A Plaid bank transfer is still processing
- A cryptocurrency payment is waiting for blockchain confirmation
- The transaction requires an additional security review
Include your order number whenever contacting customer support about a pending payment.
Order processing and delivery information
Delivery time includes both internal processing and carrier transit time. Carrier delays may occur after a package leaves our facility.
Processing Time
In-stock orders are normally processed within 1–3 business days.
Shipping Carriers
Orders may be shipped through UPS or USPS depending on the destination and carrier availability.
Order Tracking
Tracking information is sent by email after the order has been processed and transferred to the carrier.
International Orders
International shipping may be available to select destinations by prior arrangement.
Incorrect Shipping Address
Customers are responsible for entering a complete and accurate shipping address during checkout.
Email support immediately if an address correction is needed. Once an order has been processed or transferred to the carrier, an address change may no longer be possible.
Carrier Delays
Shipping estimates are not guaranteed delivery dates. Weather, holidays, carrier volume, address problems, and regional service disruptions may cause delays.
Once a package has been accepted by the carrier, Restore Peptides does not control the carrier's internal transit schedule.
Tracking Shows Delivered
Check around the delivery location, mailbox, parcel locker, front entrance, side entrance, and with other members of the household.
Customers should also contact the carrier using the tracking number before reporting the shipment as missing.
Returned Packages
Packages returned because of an incorrect address, refused delivery, failed delivery attempt, or other customer-related issue may require additional shipping charges before being sent again.
Report the issue promptly
Contact customer support within seven business days when a shipment arrives damaged, appears lost, or contains an incorrect product.
Provide your order number
Include the order number, customer name, and email address used during checkout.
Photograph the shipment
Include clear photographs of the shipping box, shipping label, internal packaging, and affected product.
Describe the issue
Explain whether the shipment was damaged, incomplete, incorrect, or appears to have been lost by the carrier.
Keep all packaging
Do not discard the shipping box, label, packaging, or affected product until the support review has been completed.
All sales are final
Due to the nature of the products sold, completed orders are generally not eligible for returns, exchanges, or refunds.
Change-of-Mind Returns
Products cannot be returned because a customer changed their mind, ordered the wrong product, no longer wants the order, or failed to review the product information before purchasing.
Order Cancellations
Cancellation requests must be submitted before an order enters processing. A cancellation is not guaranteed after payment has been approved or the order has begun processing.
Damaged or Incorrect Products
A damaged or incorrect product may qualify for review when the customer reports the issue within the stated timeframe and provides the requested photographs and order information.
Refund Review
Any refund, replacement, store credit, or other resolution is determined after the support team reviews the order, shipment records, photographs, payment records, and surrounding circumstances.
Secure checkout and transaction review
Payment transactions are processed through third-party providers using encrypted checkout connections.
Payment Information
Restore Peptides does not directly store complete credit card information on its website server.
Payment details are transmitted to the applicable payment provider through an encrypted checkout connection.
Fraud Prevention
Orders may be reviewed for fraud prevention, identity verification, billing inconsistencies, repeated failed payment attempts, unusual order activity, or other risk indicators.
Suspicious transactions may be delayed, declined, canceled, or require additional verification.
Declined Payments
A declined payment does not always mean the customer lacks available funds. The bank, payment network, payment processor, or fraud-prevention system may decline a transaction for security reasons.
Payment Holds
A temporary authorization may appear after an unsuccessful or canceled payment attempt. The customer's bank controls the timing for releasing a pending authorization.
Testing, documentation, and traceability
Product testing and documentation are organized by product and batch. Available Certificates of Analysis are generally displayed with the corresponding product information.
Certificates of Analysis
A Certificate of Analysis provides testing information associated with a product or production batch. Customers should compare the available batch information with the product received.
HPLC Testing
High-performance liquid chromatography is commonly used to evaluate peptide identity, purity, and the presence of related substances.
Batch Identification
Product labels, batch records, packaging information, and available testing documentation may be used to identify and verify a specific batch.
Different Cap Colors
Cap colors may vary between batches. Restore Peptides may use different cap colors for internal production, inventory, or batch-documentation purposes.
Cap color alone does not determine product identity. Customers should rely on the vial label, product name, batch information, and available documentation.
Products are not offered for human or animal use
Products sold by Restore Peptides are intended solely for laboratory, analytical, and research purposes.
Products are not intended to diagnose, treat, cure, or prevent any disease or medical condition.
Customer support cannot provide medical guidance
Customer support cannot provide:
- Dosing instructions
- Treatment recommendations
- Reconstitution instructions for personal use
- Medical advice
- Advice regarding human or animal administration
- Information intended to diagnose or treat a condition
Contact Restore Peptides Customer Support
Email our support team if your question was not answered on this page. Include your order number, customer name, checkout email address, and a clear description of the issue.