Shipping & Returns

1. Global shipping

LiyuPepLabs ships research products internationally where shipping is lawful, operationally feasible, and supported by our carriers and compliance procedures. Destination availability may vary depending on the product, customs requirements, export-control rules, sanctions screening, carrier restrictions, and local import regulations. The availability of a destination at checkout does not mean that every product is legally importable or available for delivery to that destination.

We currently do not accept orders for delivery to mainland China, Hong Kong, Macau, Cuba, Iran, North Korea, Russia, Syria, Ukraine, or any other destination, territory, person, entity, end use, or shipping route that our carriers, payment providers, export-control procedures, or compliance screening do not permit. We reserve the right to decline, cancel, or hold an order where required information cannot be verified or where a shipping, payment, customs, export-control, sanctions, or other compliance concern is identified.

Submitting an order does not guarantee acceptance. An order is accepted only after applicable payment, inventory, shipping, and compliance checks have been completed.

2. Processing and delivery estimates

Orders are normally processed Monday through Saturday on China Standard Time, excluding applicable public holidays and operational closures. Orders that have been fully paid and cleared for shipment are normally dispatched within 48 hours under standard operating conditions. Tracking information is provided after the shipment has been accepted and scanned by the carrier.

• Standard shipping: approximately 4 to 14 business days after dispatch, depending on the destination and carrier service.
• FedEx International Priority: approximately 4 to 7 business days after dispatch. Available for eligible United States addresses only, charged separately at checkout, and not included in any free-shipping threshold.

Delivery windows are estimates provided by the carrier and are not guaranteed by LiyuPepLabs. Transit times may be affected by customs clearance, import procedures, local holidays, carrier delays, weather, remote-area delivery, security checks, or other circumstances outside our reasonable control. Processing may also take longer during periods of high order volume, limited inventory availability, holidays, or other operational disruptions. We will contact you when we become aware of a material delay affecting your order.

An order confirmation means that we have received your order and that the payment has been successfully authorised or received. It does not mean that the order has been dispatched. A separate shipping confirmation containing tracking information will be sent after the package has been handed to and accepted by the carrier. Once an order has entered fulfilment or has been dispatched, it generally cannot be cancelled, except where otherwise required by applicable law or as specifically provided in this policy.

3. Carriers

We use FedEx and other established international carriers depending on the destination, package size, weight, service availability, and shipping requirements. Unless a specific carrier or service has been selected and paid for at checkout, LiyuPepLabs may choose the carrier and service that we reasonably determine to be appropriate for the order. Carrier availability may vary by destination and may change without prior notice.

4. Risk of loss

To the extent permitted by applicable law, responsibility for loss or damage to a shipment transfers to the purchaser when the package is handed to the carrier. After the carrier has accepted the shipment, LiyuPepLabs does not control the carrier’s handling, routing, delivery, or investigation procedures. We are therefore not responsible for loss, theft, delay, damage, or misdelivery occurring after carrier acceptance, except where applicable law provides otherwise or the issue is attributable to our own error.

If a shipment is lost, stolen, damaged, delayed, or misdelivered, the purchaser should promptly contact the carrier and initiate the applicable claim or investigation process. Upon written request, we may provide reasonable documentation available to us, such as shipment records or proof of dispatch, to assist with a carrier investigation. The final determination of a carrier claim is made by the carrier and is outside our control. Nothing in this section limits any rights or remedies that cannot legally be excluded or limited.

5. Address accuracy

Please provide a complete and accurate delivery address, recipient name, telephone number, and any other information required for successful delivery. The purchaser is responsible for reviewing the shipping information before submitting an order. Please contact us as soon as possible if a correction is required, although we cannot guarantee that an address can be changed after an order has entered fulfilment or been transferred to a carrier.

If a shipment is returned to us because of an incorrect, incomplete, undeliverable, or refused delivery address supplied by the purchaser, we may require payment of additional shipping costs before reshipping the order. At our discretion, and where appropriate, we may instead provide store credit after deducting shipping and other non-recoverable costs already incurred.

6. Import duties and legal responsibility

The purchaser is responsible for determining, before placing an order, whether the applicable product may lawfully be imported, received, possessed, stored, and used in the destination jurisdiction. The purchaser is also responsible for obtaining any required import permits or licences and for complying with applicable customs, tax, end-user, research documentation, and other local regulatory requirements.

• Import permits or licences, where required;
• Customs declarations and clearance requirements;
• Import duties, taxes, and brokerage or customs fees;
• End-user, research, or other regulatory documentation; and
• Any other requirements imposed by the destination country or relevant authorities.

LiyuPepLabs does not guarantee that a particular product is legally importable into a specific jurisdiction. We may request additional information or documentation before dispatch and may suspend, decline, or cancel an order where a compliance review cannot be satisfactorily completed.

If a shipment is rejected, detained, seized, destroyed, or returned because of local import restrictions, inaccurate information supplied by the purchaser, failure to provide required documentation, refusal to pay applicable duties or charges, or other circumstances attributable to the purchaser or destination jurisdiction, the order will be reviewed individually. Such circumstances do not automatically qualify for a refund or replacement.

7. All sales final: returns and refunds

Due to the nature of research products and the importance of maintaining appropriate storage conditions, product integrity, and chain of custody, all sales are final unless an eligible issue described below is verified. General returns are not accepted. Do not return any product without first receiving written instructions from LiyuPepLabs.

7.1 Eligible exceptions

Subject to review and verification, a replacement, reshipment, store credit, or refund may be considered where:

• the shipment contains a different compound, strength, or quantity from the confirmed order;
• a vial or tamper-evident seal arrives visibly damaged;
• the product has a verifiable manufacturing or packaging defect that makes it unsuitable for its stated research purpose;
• carrier tracking confirms that the shipment was lost in transit or delivered to an incorrect address; or
• credible evidence indicates that the supplied batch does not correspond to the applicable batch-specific certificate or stated specification.

7.2 Making a claim

Email [email protected] within 14 calendar days of delivery for damaged, defective, incorrect, or incomplete shipments, or within 30 days of the last expected tracking event for a shipment that may have been lost in transit. Claims submitted after these periods may not be considered.

Please include the order number, batch or lot number where applicable, clear photographs of the shipping package, photographs of the affected product or vial, photographs showing any visible damage or seal issue, and any relevant carrier documentation or analytical evidence. Keep the product sealed and securely stored and retain all original packaging until the review is complete.

Opened, used, altered, or tampered products are generally not eligible for return, replacement, or refund.

7.3 Resolution

After reviewing and verifying an eligible claim, LiyuPepLabs may, at our discretion and subject to applicable law, ship a replacement at no additional product or shipping cost, reship the affected items, issue store credit for the affected product, or issue a refund through the original payment method where technically available.

We may request that the original product be returned at our expense before a replacement or refund is issued. We reserve the right to decline claims that cannot be reasonably verified, fall outside the applicable claim period, or contain materially inconsistent or misleading information.

7.4 Not eligible

• change of mind or no longer wanting the product;
• ordering the wrong product, compound, or strength;
• any product that has been opened, used, altered, or has a broken seal;
• damage caused by improper storage, handling, transportation after delivery, or use;
• quality concerns that cannot be reasonably supported by relevant evidence;
• claims submitted outside the applicable claim period;
• customs or import problems resulting from local restrictions or requirements;
• refusal to pay applicable duties, taxes, or customs charges; and
• problems arising from an unlawful destination, prohibited end use, or inaccurate information supplied by the purchaser.

8. Payment disputes

If you believe there is a problem with an order, please contact [email protected] before initiating a chargeback or other payment dispute so that we have an opportunity to investigate and resolve the issue.

Where a payment dispute is initiated without first providing us a reasonable opportunity to investigate, we may review the customer’s account and order history before accepting future orders. Nothing in this section limits any non-waivable rights or remedies available to the purchaser under applicable law.

9. Contact

For questions regarding shipping, customs, delivery, returns, refunds, or order issues, please contact [email protected]. Please include your order number whenever possible so that we can process your request more efficiently.