Shipping and Return Policy

This page tells you how we send your order, what we do when a delivery goes wrong, and when we pay you back. It applies to every order placed on pulsepeptides.com and it is part of your contract with us.

The seller is Pulse Organization LTD, 71-75 Shelton Street, London WC2H 9JQ, United Kingdom, company number 14018578. Write to us at support@pulsepeptides.com.

1. The words we use on this page

We, us, our means Pulse Organization LTD. You means the person who placed the order.
Business day means Monday to Friday, not counting public holidays in the country your order ships from.
Dispatch means the day the carrier takes the parcel from us. Your tracking e-mail shows that date.
Delivery means the day the parcel reaches the address on the order, or the day it reaches the pickup point you chose.
Sealed means the flip-off cap and the rubber stopper on the vial are both in place, and neither has been pulled off, pierced or cut. The cap is crimped onto the neck of the vial by machine at the factory, over the stopper. A vial is sealed or it is not. There is nothing in between.
Damaged means the vial is cracked, broken or leaking, or the powder inside is wet, discoloured or liquid. A dent or a tear in the cardboard box is not damage to the goods.
The order record means what you typed at checkout and what you paid, as we stored it the moment you placed the order. When something is disputed, that record is what we compare against, and we will show it to you.
Tell us and we tell you always mean in writing, by e-mail, with the order number in the message.

2. Where we ship from and to

Every order ships from inside the EU, from the warehouse closest to your address.

We ship to all 27 EU countries and to a list of countries outside the EU, which is in our FAQ. The countries we can deliver to are the ones you can select at checkout. If yours is not there, write to us: we can sometimes arrange the order by e-mail, and this page then applies to it in exactly the same way. We tell you the shipping price in writing before you pay anything.

If your address is outside the EU, read section 8 before you order. Customs services outside the EU treat research peptides differently from one country to the next. Parcels to Norway, Türkiye, Switzerland, Iceland and other countries outside the EU are stopped more often than parcels inside the EU. Section 8 says what we pay for and what we do not.

3. What shipping costs

Standard shipping, every country: EUR 15.00. Inside Europe you pay nothing for it if your order total is EUR 200.00 or more.
Express shipping, every country: EUR 55.00. Inside Europe you pay nothing for it if your order total is EUR 500.00 or more.

Outside Europe there is no free shipping. Both free shipping limits count the order total including VAT. Checkout shows you the exact shipping price before you pay.

4. How long it takes

We pack and hand over your order within 1 to 2 business days after your payment reaches us. An order placed on a Saturday, a Sunday or a public holiday starts counting on the next business day.

For a bank transfer or a cryptocurrency payment, “your payment reaches us” means the day the money arrives in our account or wallet and we can match it to your order number, not the day you sent it.

After dispatch, expect:

Inside Europe: 3 to 11 business days by standard shipping, 1 to 5 business days by express.
Outside Europe: 7 to 25 business days by standard shipping, 2 to 7 business days by express.

These are the times the carriers give us, not a promise. Customs and local postal services are not ours to control, and they are the usual reason a parcel stops moving for a few days.

We will deliver your order within 30 days of the day you place it. Where the times above run longer than 30 days for your country, those times are the delivery period we agree with you, and they are shown to you before you pay. If we miss the period that applies to your order, we write to you. You may then cancel, and we pay back everything you paid within 14 days of your cancellation.

5. Your address, and being there when the parcel arrives

Two things are your job, not ours: giving us an address the carrier can deliver to, and collecting the parcel.

The name on the order has to be the name at the address. Carriers send parcels back when the name on the parcel is not on the doorbell, the letterbox or the company sign, when the house or apartment number is missing, or when a suite or unit number is left out.

For a DHL Packstation we need two numbers in the address: your Post Number, which is your own DHL customer number, and the number of the Packstation. Without both, DHL cannot hand the parcel over. We also deliver to PO boxes.

Before dispatch we can change your address. Write to us the moment you notice, with your order number.

After dispatch we cannot change it. We will pass your request to the carrier, but the carrier decides, and if the carrier charges for redirecting the parcel, you pay that charge.

If the address we printed is different from the address in the order record, the mistake is ours. Tell us and we put it right at our cost: we send the order again by the shipping method you paid for, or we pay back everything you paid, and we tell you which. Where the two addresses match, the address was as you gave it to us, and section 9 applies.

6. Following your parcel

When your order is dispatched you get an e-mail with the tracking number and a link.

Tracking often shows nothing for several days while a parcel is in transit or at customs. That by itself does not mean anything is wrong. If the tracking has not changed for 10 business days, write to us. We will take it up with the carrier and tell you what they say.

7. Changing, joining and cancelling orders

You can change or cancel your order for free as long as we have not packed it and not handed it to the carrier. We normally pack within 1 to 2 business days, so write straight away with your order number. Once the carrier has the parcel, we cannot stop it.

If you placed several orders within a few days, tell us at once. Where none of them is packed yet, we can usually put them in one parcel and charge shipping once.

You have not paid yet. An order waiting for payment stays open for 7 calendar days. On the eighth day we cancel it. You can order again whenever you like, at the prices and stock of that day.

Your bank refuses the transfer. Tell us and we will offer you another way to pay, for the same 7 calendar days, counted from our message.

You sent less than the order total. We tell you what is missing and keep the payment for 7 calendar days. We do not hold stock or prices for an order that is not paid in full. If the rest does not arrive in that time, we cancel the order and send back what you paid within 14 days.

Your payment arrives without an order number, or from an account in a different name. We hold the money and write to you. We can match it once the sending account or wallet agrees with a payment we are expecting, so send us the confirmation your bank or wallet provider issued, showing the sending account, the amount and the date. We answer within 2 business days of receiving it. The days we spend matching a payment do not count towards the express delivery times in section 4, and if the mix-up was ours, we pay back the express surcharge.

An item is out of stock. We tell you and give you the date we expect it. You choose: wait for it, take it off the order, or cancel the whole order. If you cancel, we pay you back within 14 days. If we cannot deliver within the period in section 4, that section applies.

We only find out after you have paid. You choose: cancel the whole order and get everything back within 14 days, or we send what is in stock straight away and send the missing item afterwards, both at no extra shipping cost to you, by a shipping method we choose.

A different product instead of the one you ordered. We never do this on our own. We do not send a different product, a different strength or a different pack size unless you have agreed to it by e-mail. If we offer you one and you say no, we take that item off the order and pay it back, or cancel the whole order, whichever you tell us, within 14 days.

8. Customs, import duty and seized parcels

Whoever receives the parcel pays any customs duty, import tax and handling fee. These charges come from your country, not from us, and they are not part of the price of the goods or the shipping.

Finding out whether you are allowed to import what you order is your job. We cannot tell you the import rules of your country, and nothing we say about parcels we sent to your country in the past is a promise about yours.

Inside the EU: where customs holds, refuses or seizes your parcel, send us the notice the authority gave you, with your order number. On that notice we send the goods again at no cost to you, or pay you back in full where the goods cannot lawfully be delivered to you, and we tell you which. This holds whether the parcel was stopped for a formal reason or because your country classifies one of the products differently than the country we shipped from. If the authority gave you nothing in writing, tell us and we will ask the carrier for the case reference ourselves.

Outside the EU: we pay nothing. Where customs or any other authority in a country outside the EU holds, refuses, seizes or destroys your parcel, or sends it back to us, you do not get a refund and you do not get a second parcel. This includes European countries that are not in the EU. When you order for delivery outside the EU, this is the risk you take, and you take it knowingly. We send you every tracking record and customs document we have so that you can take the matter up with your own authorities.

Import charges on a replacement parcel are treated exactly as they were on the first one.

9. When the parcel comes back to us

Parcels come back for four kinds of reason. Who pays depends on which one it was, and we tell you which one applies to your order and why. Where a case could fall under two headings, we decide on the carrier’s record.

A parcel that has travelled out and back cannot be sold again, so we destroy it when it reaches us. Anything we send afterwards is new stock from the shelf. That is why a second parcel is only free when the first one failed because of us or because of the carrier.

It came back because of something you did or did not do

This is the case when nobody was at the address, when you did not collect the parcel from the pickup point within the days the carrier allows, when the address in the order record was wrong or incomplete, when the name on the order was not the name at the address, when you refused the parcel, or when you did not pay the import charges.

Giving us an address the carrier can deliver to, and collecting your parcel, are your side of this contract. The cost of a parcel that comes back is yours. We do not send your order again for free, and you do not get a replacement.

These costs fall to you:

The shipping you paid at the start is not returned. We carried that service out: the parcel travelled to your country and the carrier offered it to you.
What the carrier charged us to bring the parcel back.
Any storage, handling, return or customs fee charged on the parcel while it waited for you or while it travelled back.
A handling fee of EUR 25.00 for taking the parcel back in and destroying goods that can no longer be sold.

If you still want the goods, tell us within 14 days of our message. You pay our standard shipping price for your country again, in advance, together with the costs above, and we send new stock to the address in the order record. This applies even where the first parcel shipped free, because free shipping is a discount on one delivery, not on two.

Anything beyond this we look at on the individual case. Write to us with your order number.

It came back because of something we did

If we shipped to the wrong address, printed something different from the order record, or made any other mistake on our side, you pay nothing. We send the order again at our cost, or pay back everything you paid including the delivery cost, and we tell you which.

It came back because of something the carrier did

A mistake by the carrier has to be established, not stated. Tell us what happened and send us the carrier’s case reference, the notice card, or the tracking entry that shows it. We then open an investigation with the carrier and follow it until it closes. Where the carrier has no record of the event, we ask them for one. Until the carrier’s record shows what happened, the case stays open and nothing is decided.

These are the events we mean: the carrier would not hand the parcel over although you were there to collect it, the carrier took it to a different pickup point than the one it told you about, the carrier left it with a neighbour or in a place you had not authorised, the carrier started sending it back without ever trying to deliver it, or the carrier never told you the parcel had arrived although telling you was part of the service.

Where the investigation shows the mistake was the carrier’s and not yours, you pay nothing: we send the order again at our cost, or pay back everything you paid, and we tell you which. Where it shows that the parcel was offered to you and not collected, or that the address or the name was the problem, the case above applies instead, with the costs it sets out.

It came back because of something nobody controls

Where a parcel comes back because of an event under section 14, we pay back the price of the goods and the shipping you paid. If you would rather have the order again, you pay our standard shipping price once more.

The parcel never gets back to us either

Sometimes the carrier cannot deliver the parcel back to our warehouse. Once the carrier has confirmed that the parcel is going back and will not be delivered to you, we settle your case under the headings above. We do not make you wait for the parcel to arrive here.

Do not send anything to us

We do not take goods back. Do not send us a parcel. Anything that arrives at our warehouse from you cannot be put back into stock, cannot be paid back, and cannot be sent to you again.

Everything on this page is settled by e-mail first. Whatever the problem is, write to support@pulsepeptides.com with your order number, and we tell you what happens next.

10. When the parcel does not arrive at all

Write to us if your order has not arrived within:

30 days after dispatch for standard shipping, or
14 days after dispatch for express shipping.

We open a case with the carrier and tell you where it stands at least every 14 days until it closes. Where the carrier cannot show that the parcel reached you, or reached somebody you authorised to take it, we send the order again at our cost or pay you back in full, and we tell you which. A carrier scan saying “delivered” is not by itself the end of the matter, and it is not for you to prove that the parcel never came.

If it is clear earlier that the parcel will not arrive, for example because the tracking says it is going back to the sender, write to us then instead of waiting.

A replacement parcel is covered by this section and by section 11 in the same way as the first one, and the periods above start again on the day we dispatch it.

Express that arrived late. Where your order arrives after the express times in section 4, and the delay was ours or the carrier’s and not an event under section 14, we pay you back what you paid for express, minus the standard shipping price you would have paid for the same order, which may be nothing.

11. When something is wrong with what arrived

Write to us within 7 days of delivery, so that we can act while the evidence is fresh. This does not take away any right the law gives you. What happens next depends on where the fault lies, as in section 9, and we tell you which of the three cases yours is.

What your message has to contain

In one message, send us all of this:

your order number,
a photograph of the item, with the label readable,
a photograph of the cardboard box and of the shipping label on it, in the same frame as the item where you can,
the date the parcel reached you.

Keep the goods and the packaging for 14 days after you write to us, and throw nothing away until we have answered. We may ask for further photographs, taken the way we describe. If something on the list above is missing, we ask you once and give you 14 days to send it; after that we close the case. We answer within 5 business days and tell you what we decided, and where we cannot meet your claim, why.

Do not send anything to us. We decide these cases on the photographs and on our own records.

It was our mistake

This is the case when an item is missing from the parcel, when we packed a different item than the one in the order record, or when the flip-off cap or the rubber stopper was not in place when the parcel reached you. A vial that arrives unsealed is our mistake, not an opened vial.

You pay nothing. We send the correct or missing item, or pay that item back, and we tell you which. We also tell you how to dispose of anything we sent by mistake.

If you think a label does not match what is in the vial, stop using it and write to us before you do anything else. We check the batch against our packing records and answer within 5 business days. If the label is wrong, we replace every affected vial at our cost and tell you how to dispose of the rest. We record the batch number and the dispatch date of every item against your order number, and we give you both, with the laboratory report for that batch, when you raise a claim about that item.

It happened in transit

This is the case when a vial arrives cracked, broken or leaking, or when the powder inside arrives wet, discoloured or liquid.

On the photographs above, we either pay that item back in full or send a replacement. We decide which of the two, and we tell you why, taking into account what is in stock and what you tell us you need.

What you describe has to match what a parcel can actually do to a vial. A vial that breaks in transit leaves a mark: the box shows the impact, or the packing inside does. Where the box and the packing are undamaged and the vial is not, we ask you for further photographs before we decide.

A flip-off cap cannot come off in transit. It is crimped onto the neck of the vial by machine at the factory, and taking it off needs a deliberate pull or a tool. Once it is off it cannot be put back on. A cap that is missing, lifted or loose is therefore not transit damage, and we do not treat it as transit damage. The same is true of the rubber stopper underneath it. Where a seal is not intact, the paragraph on our mistakes above and the paragraph on what happens after delivery below decide the case, not this one.

A dented, crushed or torn cardboard box is not damage to the goods. Our vials are freeze-dried and sealed exactly so that they survive rough handling. Where the box is damaged and the vials are whole and sealed, there is nothing to put right. Where a vial itself is damaged, the paragraph above applies.

It happened after the parcel reached you

We do not replace and do not pay back goods that arrived whole and sealed. This is the case when a vial was opened, pierced or damaged after delivery, when the parcel was left at a pickup point past the collection date, and when the goods were damaged in onward transport that you arranged.

Nothing in this section takes away any right the law gives you for goods that were already faulty on the day they were delivered to you.

12. Paying you back

We pay you back the same way you paid us, and to the same account, card or wallet the money came from. We cannot send your money to a different person. Where a card has expired or an account has closed, tell us and we will agree a route with you that we can check.

Card: back to the card you used.
Bank transfer: to the account the money came from. If that is not possible, we ask you for the account details and for the address your bank holds for that account, because our bank requires it before it will send the money.
Cryptocurrency: in the same cryptocurrency, to the wallet the payment came from. A payment made in cryptocurrency is paid back in cryptocurrency. We do not pay it out to a bank account. We send back the amount of coin that reached us, minus the network fee. The exchange rate can move between the day you paid and the day we pay you back, and that movement is yours, not ours.

If you send us more than the order total, we send the extra amount back to the account or wallet it came from, within 14 days. We cannot send it anywhere else and we cannot hold it against a later order.

If a transfer bounces. We send your money to the details you give us, once. Giving us details that work is your job, and so is getting them from your bank if you do not have them to hand. Where the transfer comes back to us, we tell you, and we do not send it again until you have given us details that work and that belong to the person who placed the order. The money stays here in the meantime. Anything that goes wrong on our banking side is ours to sort out.

If you raise a chargeback or a payment dispute, we pause any open case on that order until your bank or card issuer has decided, and we answer their questions with the records we hold.

When. We pay every refund as soon as we have agreed it with you, and no later than 14 days after that. How long the money then takes to appear depends on your bank, your card issuer or your wallet, and that part is out of our hands.

13. Business and wholesale orders

We handle wholesale, bulk, raw powder and custom synthesis orders one by one, by e-mail at support@pulsepeptides.com. Whatever we agree with you in writing for such an order comes before this page.

For an order placed by a company or an institution, what we owe you is limited to the price of the goods, except where the law does not allow that limit.

If you ask, we send you an invoice showing the selling company, your company details and the tax treatment of your order.

14. Events nobody controls

If a strike, a storm, a flood, an order from a public authority, the failure of a carrier’s network, or war stops or delays your delivery, the times in section 4 and the periods in section 10 are extended for as long as that lasts, and we tell you what is happening. Your right to cancel after the delivery period in section 4 stays, and so do sections 11 and 12.

15. Who owns the goods, and what becomes your job once they ship

The goods stay ours until you have paid for them in full.

Once you have paid and we have handed the parcel to the carrier, part of this becomes your responsibility. From the day of dispatch it is on you to be reachable at the address you gave us, to take the parcel when the carrier brings it, and to collect it from the pickup point within the days the carrier allows. If you know you will be away, tell us before we dispatch. Where a parcel comes back because none of that happened, section 9 says what that costs you.

Damage or loss while the parcel is travelling stays with us until you, or somebody you named, take it. From that moment the goods are in your hands and in your care.

How to store them. We recommend keeping your vials between 0 and 8 degrees Celsius, in a dark, dry place, and avoiding repeated freezing and thawing. This is a recommendation, not a condition of anything on this page.

16. This page

This page is what counts on shipping, replacements and refunds. If anything else on this website, in an e-mail from us, or in any other document says something different about shipping, delivery, returns or refunds, this page is the one that applies. We can change this page, and the version that applies to your order is the one published on the day you ordered. We do not change the terms of an order after you have placed it.

17. Reaching us

E-mail support@pulsepeptides.com, Monday to Friday, 8am to 6pm London time. We answer most messages within two business days.

Put your five-digit order number in every message about an order. It is the fastest way for us to find your case, and for anything under sections 9, 10 and 11 we cannot start without it.