Frequently Asked Questions
Products
What are peptides?
Peptides are short chains of amino acids that serve as the building blocks of proteins. They play a key role in various biological processes and are widely used in scientific research.
How are your products tested?
Every batch goes to an independent, accredited lab and is tested for purity, sterility and heavy metals. You'll find its certificate (CoA), with batch number and date, on the product page and on the Lab results page.
What does the purity on the certificate mean?
The percentage says how much of the substance is the stated compound. The rest is traces from the production process. The figure applies to the batch on the certificate, with its batch number and test date.
What are your products for?
All our products are for scientific research and laboratory use only. They are not for human or animal consumption.
How do I store the products?
Keep unopened peptides in the freezer (12–24 months) or the fridge (6–12 months). Keep reconstituted peptides in the fridge, for up to 6 weeks. Bacteriostatic water can be kept at room temperature.
Ordering
How do I place an order?
Add the products to your cart, go to checkout and fill in your details. You pay straight away at checkout. As soon as the payment is in, you get a confirmation by e-mail and we get your order ready.
Can I cancel my order?
Orders can be cancelled as long as they have not yet been shipped. Contact us as soon as possible via store@dutchpeptidelabs.nl and we will do our best to cancel your order.
Is there a minimum order value?
There is no minimum order value. Shipping is free from €50 for your country; below that a shipping fee applies, shown at checkout.
Do I get a discount if I order more?
Yes. On the same product in the same strength you get 15% off from 3 units, 25% from 5 and 30% from 8. Choose the quantity on the product page; the discount shows straight away in your cart.
What do I get for free?
With every peptide you get bacteriostatic water (3 ml), 10 needles and 10 alcohol swabs for free. They are added to your cart automatically, at €0.
Can I order a product that is out of stock?
Yes, when it says 'Pre-order'. You order and pay as usual; the expected delivery time is shown with the product, usually 10–12 days. Your whole order then ships together. Want the rest sooner? Order the pre-order product separately.
Can I still change my address?
Yes, as long as your order hasn't shipped. E-mail store@dutchpeptidelabs.nl as soon as possible with your order number and the right address.
How do I contact you?
Through the chat on the website ('Chat with us' button), through Telegram or by e-mail to store@dutchpeptidelabs.nl. In the chat you usually get an answer within a few minutes.
Shipping
How long does delivery take?
Orders placed before 16:00 (Dutch time) on business days are shipped the same day. Delivery within the Netherlands takes 1–3 business days. For other EU countries this is 3–5 business days.
Do you ship outside Europe?
Yes. We ship worldwide, to more than 220 countries. Outside the EU, delivery usually takes 3–5 working days, plus time at customs. You see the shipping cost at checkout.
From what order amount is shipping free?
Shipping is free from €50 for your country — €50 within the Netherlands, €100 within the EU and €200 beyond it. Orders below that amount pay a shipping fee, shown at checkout.
How are the products packaged?
All orders are shipped discreetly, in neutral packaging that says nothing about the contents.
How do I track my parcel?
We ship with PostNL. As soon as your parcel is on its way, you get an e-mail with the tracking code. You'll also find it with your order in your account.
Do I pay import duties outside the EU?
Outside the EU we ship without VAT. On arrival your country may charge import duty and local VAT; those costs are yours to pay.
My parcel is lost or damaged. What now?
Contact us with your order number. If a parcel is lost, we send your order again for free. If that fails too, you get the full amount back, shipping included. If something arrived damaged, send us a photo; we replace it or refund it.
Payment
What payment methods do you accept?
iDEAL and Pay by bank, credit card, Apple Pay, Google Pay, Bancontact and EPS. Card and wallet payments go through our payment provider's secure payment page: we never see your card details. Customers in Germany and Austria can also pay with PayPal.
How does the payment process work?
You choose how to pay at checkout. With iDEAL or Pay by bank you go to your own bank's app, approve the payment and come back to our shop. With credit card, Apple Pay, Google Pay, Bancontact or EPS you pay on our payment provider's secure payment page and then come back. Your order is then paid and we ship it. With PayPal you log in at PayPal, approve the payment and come back to our shop.
Is it safe to pay?
Yes, all payments are processed through secured, encrypted connections. We never store payment details ourselves.
Returns & Refunds
What is your return policy?
You can withdraw from unopened products with the seal intact within 14 days of receipt, without giving a reason. If a product is defective, damaged or not as described, we replace it or refund you, even if it has been opened. Everything is on the Returns & complaints page.
How do I return a product?
Report it through the complaint and return form on our website (or by e-mail to store@dutchpeptidelabs.nl) with your order number. We then send you the instructions.
When will I receive my refund?
Within 14 days of your withdrawal, through the same payment method. We may wait until we have the parcel back or you show that you sent it.
Account
How do I create an account?
Click the account icon at the top right and choose 'Create account'. Fill in your name, e-mail address and a password. You're then signed in straight away.
Can I order as a guest?
Yes, you can place an order without an account. However, with an account you can track your orders and reorder more easily.
I forgot my password.
On the sign-in page, click 'Forgot your password?' and enter your e-mail address. You'll get a link to choose a new password.
I had an account in your old shop.
Your account came along. On the sign-in page, choose 'Customer of our old shop? Set your password' and you can sign in again.
