Frequently Asked Questions

Last updated: 20 August 2026

Welcome to the Peptidera Frequently Asked Questions page. Here you can find information about our products, orders, payments, shipping, Certificates of Analysis, returns and customer support.

Peptidera is operated by PKeps e-commerce, registered with the Dutch Chamber of Commerce under number 98487841.

Products and Research Use

What does Peptidera sell?

Peptidera supplies research peptides and related laboratory products intended exclusively for legitimate scientific, analytical and laboratory research.

Product availability may change. The current assortment and available quantities are shown on our website.

Are Peptidera products intended for human consumption?

No. All research peptides and related laboratory products supplied by Peptidera are strictly intended for research use only.

They are not intended for:

Human consumption
Veterinary consumption
Personal use
Self-administration
Diagnostic use
Therapeutic use
Treatment or prevention of disease
Use as food, medicine, supplements or cosmetics

Do you provide medical or dosing advice?

No. Peptidera does not provide:

Medical advice
Dosing information
Treatment protocols
Administration instructions
Reconstitution instructions for personal use
Recommendations for human or veterinary use

Information provided on our website is intended only for product identification, quality documentation and legitimate research purposes.

For health-related questions, consult an appropriately qualified healthcare professional. Peptidera cannot advise on using research products in or on humans or animals.

Who may order from Peptidera?

Customers must be at least 18 years old and legally permitted to purchase the relevant research products.

By ordering, the customer confirms that:

The products are intended exclusively for lawful research
The customer understands the required handling and storage procedures
The purchase, importation, possession and use are legal in the destination country
The products will not be administered to humans or animals

We may request additional information where reasonably necessary for compliance, payment-security or fraud-prevention purposes.

Can private consumers place an order?

Customers who meet our age, legal and research-use requirements may place an order where permitted by law.

The customer remains responsible for ensuring that the intended purchase and research use comply with applicable local laws.

Peptidera may refuse an order where there are reasonable concerns regarding unlawful, unsafe or prohibited use.

Are your products medicines or approved treatments?

No. Products sold as research peptides are not presented or supplied as authorized medicines, medical treatments or therapeutic products.

No statement on our website should be interpreted as a medical claim, treatment recommendation or guarantee of a health-related result.

Product Quality and Documentation

Are all products laboratory tested?

Peptidera aims to provide transparent quality documentation for available research-product batches.

Where independent laboratory testing has been completed for a specific batch or sample, the corresponding Certificate of Analysis may be published in our COA Centre.

A Certificate of Analysis applies only to the batch or sample identified in that report. It does not mean that every individual vial was separately tested.

What is a Certificate of Analysis?

A Certificate of Analysis, also known as a COA, is a laboratory document reporting the analytical results for a particular sample or batch.

Depending on the analysis performed, the report may include information such as:

Product identity
Purity result
Quantity or mass result
Analytical method
Batch or sample reference
Laboratory report number
Test date

Where can I find the Certificates of Analysis?

Available reports can be found in our COA Centre.

If the link does not open, search for “COA Centre” through the website menu or contact:

info@peptidera.com

Does a COA guarantee that every vial was individually tested?

No. A COA normally relates to the specific sample or batch identified in the report.

The results must not be applied to a different batch, product or supplier unless the relevant identifiers correspond.

Who performs your analyses?

Where stated on the relevant report, analyses are performed by the independent laboratory identified on that document.

The laboratory’s name, report number, method and verification information should be checked directly on the relevant report.

Peptidera does not alter the analytical results supplied by an independent laboratory.

What purity do your products have?

Purity information is product- and batch-specific.

Customers should consult:

The relevant product page
The product label
The corresponding Certificate of Analysis

A general website statement must not be treated as a substitute for the report relating to the applicable batch.

Why is there no COA for a particular product?

A report may be temporarily unavailable because:

A new batch has arrived
Testing is still in progress
Documentation is being verified
The product does not currently have a published independent report
The report has not yet been added to the COA Centre

We do not recommend treating a report belonging to another batch as proof for the product in question.

For current information, contact customer support before ordering.

Storage and Handling

How should products be stored?

Storage requirements may differ between products.

Always follow the storage information shown on:

The product page
The product label
The supplied documentation

Products should be kept secure, protected against unauthorized access and handled using suitable laboratory procedures.

What should I do if a product arrives warm?

Temperature during transportation does not automatically establish that a research product is defective.

Keep the product in the recommended storage conditions and contact us promptly with:

Your order number
Product name
Batch information
Delivery date
Relevant photographs
A description of the shipment’s condition

We will assess the available information and provide an appropriate response.

What should I do if a seal is damaged?

Do not continue handling the product.

Keep the product, packaging and shipping materials and contact us preferably within 48 hours. Include clear photographs of:

The vial or container
The seal
The product label
The external packaging
The shipping label

Do not return the product until we provide instructions.

Ordering

How do I place an order?

To place an order:

Select the desired research product.
Review the product information.
Add the product to the shopping cart.
Open the shopping cart or checkout.
Enter accurate billing and delivery information.
Select an available shipping method.
Select an available payment method.
Review the order and applicable policies.
Confirm the order.

An order confirmation is normally sent by email after the order has been submitted.

Why did I not receive an order confirmation?

Please check:

Your spam or junk folder
Whether the correct email address was entered
Whether payment or checkout was completed
Whether your email provider blocked the message

If you still cannot find the confirmation, contact us with your full name and approximate order time.

Can I change an order after placing it?

We will attempt to change the order, but changes cannot be guaranteed once:

Fulfilment has begun
A shipping label has been created
The package has been transferred to the carrier

Can I cancel my order?

Cancellation may be requested before dispatch.

Once fulfilment or shipment has begun, cancellation cannot always be stopped. Eligible consumers may still have a statutory right of withdrawal after receiving the products.

See our Return & Refund Policy for complete information.

Can Peptidera refuse an order?

We may refuse or cancel an order on reasonable grounds, including:

Suspected fraud
Payment failure
Incorrect customer information
Product unavailability
Suspected prohibited use
Legal or regulatory restrictions
Unsupported shipping destination
An obvious website or pricing error

A paid order cancelled by Peptidera before dispatch will normally be refunded.

Payments

Which payment methods do you accept?

The payment methods currently available are displayed during checkout.

Available methods may differ depending on:

Customer location
Order value
Currency
Payment-provider availability
Security or compliance requirements

A payment method is not guaranteed to remain available permanently.

Is my payment information secure?

Payments may be processed by specialized third-party payment providers using their own security and fraud-prevention systems.

Peptidera does not store complete payment-card details on its own systems.

See our Privacy Policy for additional information.

Can I pay by bank transfer?

If bank transfer is offered during checkout, the payment instructions and required payment reference will be provided with the order.

The order will normally be processed only after the payment has been received and matched to the order.

A missing or incorrect payment reference may cause delays.

Why is my payment still pending?

A payment may remain pending because:

The bank transfer has not yet arrived
The provider is still processing the transaction
Payment details require verification
A fraud or security check is being completed
The transaction was interrupted during checkout

Do not submit repeated payments without checking the payment status first.

Why was my payment declined?

A payment may be declined by the bank or payment provider. Peptidera does not always receive the exact reason.

Possible reasons include:

Insufficient funds
Incorrect payment information
Bank security controls
Location restrictions
Transaction limits
Fraud-prevention checks

Contact your bank or payment provider if the problem continues.

Pricing and VAT

Do the displayed prices include VAT?

Unless clearly stated otherwise, prices displayed to consumers include applicable VAT.

Shipping charges and any other applicable costs are shown before the order is completed.

Can prices change?

Yes. Prices may change due to:

Purchasing costs
Laboratory expenses
Shipping costs
Tax changes
Availability
Market conditions

A later price change does not normally affect an order that has already been accepted.

Are customs charges included?

Unless expressly stated during checkout, customs duties, local import taxes and carrier-clearance fees are not included.

International customers are responsible for checking possible charges before ordering.

Shipping and Delivery

Where are orders shipped from?

Orders are prepared and dispatched from the Netherlands.

When will my order be dispatched?

Orders placed and paid before 14:00 Central European Time on a business day are normally dispatched the same business day.

This is a processing target and not a guaranteed delivery commitment.

Orders placed after 14:00, during weekends or on Dutch public holidays are normally processed on the next available business day.

Which carrier do you use?

Peptidera primarily uses professional delivery partners such as DHL.

Another suitable carrier may be used where necessary. The available shipping method is shown during checkout or in the shipping confirmation.

How long does delivery take?

Typical estimates after dispatch are:

The Netherlands: approximately 1–2 business days
Belgium and Germany: approximately 2–4 business days
Other European destinations: approximately 3–8 business days
Destinations outside Europe: delivery time varies by country and customs processing

These periods are estimates and not guaranteed delivery dates.

Will I receive tracking information?

When tracking is available, the tracking number and link are normally sent by email after dispatch.

Tracking may take several hours to become active after the shipping label has been generated.

My tracking has not updated. What should I do?

A temporary lack of tracking updates does not necessarily mean the package is lost.

If tracking has not updated for an unusual period, contact us with:

Your order number
Tracking number
Delivery country

We may contact the carrier or open an investigation.

Tracking says delivered, but I cannot find the package. What should I do?

First:

Check the delivery address.
Check the mailbox and any safe place.
Ask household members.
Ask immediate neighbours.
Check carrier emails or delivery notifications.
Contact the carrier where appropriate.

If the shipment remains missing, contact Peptidera promptly. We may request a written non-receipt declaration to begin a carrier investigation.

What happens if my shipment is lost?

If a carrier confirms that the shipment was lost before delivery, Peptidera will provide an appropriate solution in accordance with applicable law.

This may include:

Replacement
Redelivery
Refund

What happens if I provide an incorrect address?

We may be able to correct the address before dispatch, but changes cannot be guaranteed after fulfilment has begun.

Reasonable return, correction or reshipping costs may be charged if the failed delivery was caused by incorrect information supplied by the customer.

What happens if I do not collect my package?

The carrier may return the shipment to Peptidera.

Where permitted by law, reasonable return and reshipping costs may be charged when the failure to collect the package is attributable to the customer.

See our Shipping Policy for complete information.

International Orders and Customs

Do you ship internationally?

Available destinations are shown during checkout.

A country appearing during checkout does not override local product restrictions, customs rules or applicable laws.

Am I responsible for checking import laws?

Yes. International customers must check whether the ordered products may legally be:

Imported
Purchased
Possessed
Stored
Used for the intended research purpose

Peptidera does not provide guarantees regarding customs clearance.

Will you change the customs value or product description?

No. Peptidera does not deliberately:

Undervalue shipments
Falsify customs documents
Misdescribe products
Mark commercial orders as gifts to avoid charges

Customs documentation must be accurate.

What happens if customs refuses or seizes my package?

We will assess:

The reason provided by customs
The destination’s import rules
Whether the customer supplied the required information
Whether Peptidera made an error
Whether reshipment is legally possible
Applicable consumer rights

A refund or replacement is not automatically guaranteed where a shipment is lawfully refused or seized due to restrictions attributable to the customer or destination country.

Returns and Refunds

Can I return an order?

Consumers purchasing online generally have a statutory right to withdraw within 14 days after receiving an order.

Certain legal exceptions may apply, including to genuinely sealed products unsuitable for return for health-protection or hygiene reasons after the seal has been broken.

See our Return & Refund Policy before returning anything.

Can I return an opened product?

An opened or unsealed product may be excluded from return where the statutory health-protection or hygiene exception legally applies.

Opened, used, contaminated, altered or improperly stored products may also have a reduced value.

This does not affect rights concerning products that were already damaged, incorrect or non-conforming when delivered.

Who pays the return costs?

For an ordinary exercise of the right of withdrawal, the customer normally pays the direct return costs.

When a return is required because Peptidera supplied a damaged, incorrect or non-conforming product, Peptidera will provide or reimburse reasonable return shipping where required.

How long does a refund take?

After a valid withdrawal, reimbursement will be processed within the legally required period.

Peptidera may wait until:

The returned products have been received; or
The customer provides sufficient proof of return,

whichever occurs first.

The customer’s bank or payment provider may require additional processing time.

Where should I send a return?

Unless instructed otherwise, the return address is:

PKeps e-commerce / Peptidera
Loenermark 584
1025 TZ Amsterdam
The Netherlands

Do not send packages cash on delivery.

Customer Accounts and Privacy

Do I need an account to order?

Whether guest checkout is available depends on the current website settings.

If an account is created, it can be used to view or manage available order information and customer details.

What personal information do you collect?

Depending on how the website is used, we may process:

Name
Billing and shipping address
Email address
Telephone number
Order details
Payment status
IP address
Device and browser information
Customer communications
Cookie and website-usage information

Complete information is available in our Privacy Policy.

Do you store my complete card information?

No. Complete card details are normally processed by the selected payment provider and are not stored by Peptidera.

Do you sell personal data?

No. Peptidera does not sell or rent customer personal data.

Does the website use cookies?

Yes. Cookies are used for essential functions such as the shopping cart, checkout, security, language preferences and cookie-consent choices.

Optional analytics or marketing cookies require consent where applicable.

See our Cookie Policy.

Promotions and Discount Codes

How do I use a discount code?

Enter the valid code in the coupon or discount field in the shopping cart or checkout.

The discount should be visible before the order is completed.

Why is my discount code not working?

A code may not work because:

It has expired
The spelling is incorrect
The conditions have not been met
It is limited to selected products
It is limited to one use per customer
It cannot be combined with another offer

Can discounts be applied after an order is placed?

Discounts are normally not applied retroactively after an order has been completed.

Contact customer support promptly if a technical error occurred during checkout.

Customer Support and Complaints

How can I contact Peptidera?

You can contact us through:

Email: info@peptidera.com
Telephone: +31 6 23619659

When contacting us about an order, include the order number.

How do I submit a complaint?

Send an email containing:

Your name
Order number
Clear description of the complaint
Relevant photographs or documents
Your preferred resolution

We will acknowledge and investigate the complaint within a reasonable period.

What are your business details?

Peptidera — operated by PKeps e-commerce
Loenermark 584
1025 TZ Amsterdam
The Netherlands

KVK: 98487841
VAT identification number: NL005333123B88

Website: https://www.peptidera.com
Email: info@peptidera.com
Telephone: +31 6 23619659

Policies

Please also review our:

Terms & Conditions
Privacy Policy
Return & Refund Policy
Shipping Policy
Cookie Policy
COA Centre