Peptide Works
How to Reach the Peptide Works Team
Peptide Works handles customer enquiries by email. That is a deliberate choice rather than a gap in the service. Most of what researchers need from a supplier is documentary — an order reference, a batch number, a Certificate of Analysis, a corrected shipping line — and all of it travels better in writing than over a phone line. A written thread also leaves both sides with a record of exactly what was asked and what was confirmed, which matters when the subject is a specific batch of a specific compound.
Email Peptide Works
For orders, product and documentation questions, shipping and customs queries, bulk enquiries and anything else relating to your account.
The only contact route we publish
Email is the single contact method Peptide Works publishes. We do not list a public telephone number, a walk-in address, a messaging-app account or social media profiles, and we would rather say so plainly than point you at a channel nobody is watching.
If you come across a phone number, postal address or social account presented as belonging to Peptide Works somewhere else online, treat it with caution and confirm it with us by email before sending payment details or personal information to it.
What we can help with
The team answering this address deals with the practical side of supplying research materials: where an order is, what documentation exists for a batch, why a shipment is sitting in customs, whether a compound is in stock in a particular presentation, and how a bulk requirement might be handled. Those are the questions the people behind the address are equipped to answer well.
What the team will not do is advise you on what to do with the material once it arrives. That boundary is not evasiveness; it is the condition on which these products are supplied at all, and it is covered in more detail further down this page.
What This Page Covers
What to Include in Your Enquiry
Nearly every enquiry that takes several days to resolve does so for the same reason: the first message did not contain enough to act on. A reply asking for your order number is a wasted round trip, and on a time-sensitive question such as a cancellation, that round trip can be the difference between catching an order before dispatch and missing it.
A message that can be acted on immediately usually contains four things.
- Your order number, exactly as it appears in your order confirmation email, for anything relating to a purchase you have already made.
- The email address used to place the order, if you are writing from a different one. Orders are looked up against the address on the account, and a message from an unrecognised address slows everything down.
- The specific product and presentation — the compound name together with the format and size you ordered, since many compounds are listed as vials, capsules, blends and stacks at several quantities.
- What you actually need, stated directly: a replacement, a corrected address, a Certificate of Analysis for a batch, a stock check, a price for a larger quantity.
If you are writing about something that arrived damaged, attach photographs of the outer packaging and of the vial or bottle itself in the first message. It is the single most useful thing you can send, and it removes an entire exchange from the process.
Please do not send sensitive payment details
Never include full card numbers, bank credentials or wallet private keys in an email. Payment instructions for your order are issued through the checkout and order-confirmation process, and there is no circumstance in which the team needs you to send card details in a message.
Order Enquiries and the Timings That Matter
Order enquiries are the most time-sensitive messages the team receives, because several of them are governed by windows that close. It is worth knowing what those windows are before you need them.
Changing or cancelling an order
An order can be cancelled for a full refund provided it has not yet been released for shipping. In practice that window is short: orders are processed and shipped within 24 to 48 hours of payment being received. If you need to change or cancel, send the message as soon as you realise, and put the order number in the subject line so it is visible without the message being opened.
Where a change is caught within two hours of purchase, there is a good chance it can be accommodated. Beyond that, it depends entirely on whether the order has already been picked and released.
Correcting shipping details
A wrong or incomplete delivery address is the most common avoidable problem with an order. If the order has not been dispatched, the details can usually be updated. Once it has been dispatched, they cannot be changed in transit.
If a parcel is returned because the address was inaccurate or incomplete, or because delivery was refused or never collected from the local depot, it will be resent once the correct information has been confirmed. The additional shipping cost for that second attempt is charged to the customer, which is another reason to check the address carefully at checkout.
Damaged or incorrect items
If your order arrives damaged in transit, or you have received the wrong goods, contact the team straight away. Damaged items should be reported within seven days for a replacement or full refund. The situation is reviewed and a replacement arranged where appropriate.
Because of what these products are and the storage and handling conditions they require, Peptide Works does not accept products returned for resale. Researchers are responsible for confirming that the research material ordered is the right one for the work they intend to do before placing the order.
Send these with an order problem
- Order number and the email address the order was placed under
- The compound, presentation and quantity affected
- Photographs of the outer packaging and the item, for anything damaged
- The tracking number, if the parcel has already been dispatched
Product, Batch and Documentation Enquiries
Questions about analytical documentation are the ones the team is most used to handling, and the ones where being specific pays off most. Documentation is batch-specific, so the answer depends on which batch you have or are about to order.
Certificates of Analysis and HPLC data
Analytical documentation is available for Peptide Works research materials where applicable. Depending on the product and the batch, this may include a Certificate of Analysis or HPLC analysis. When you write, name the compound, the presentation and — if you already have the material in hand — the batch reference printed on the vial or bottle, so the documentation that comes back corresponds to what is actually on your bench.
Reported purity should always be read alongside the analytical method and the rest of the batch record. A single HPLC figure describes the proportion of detected peptide-related material attributed to the target peptide under a specified method; it is not a complete account of everything that may be present in a sample. If you want to discuss how a particular figure was produced, say so in the enquiry and the team can point you at the relevant method detail.
Storage and presentation questions
Storage requirements vary between compounds, and Peptide Works does not apply a single shelf-life estimate across the catalogue. The storage information supplied for the specific product and any available batch documentation is the reference point. If that information is unclear for the material you have received, ask.
A question that comes up often enough to mention here: lyophilised material can vary in physical appearance between compounds and between batches, and can appear as a compact cake, as fragmented material or as loose powder. Movement during transport can change how it looks inside the vial. Appearance on its own does not establish that the identity or purity of the material has changed, and the analytical documentation is the appropriate thing to consult. If the appearance of a delivery concerns you, photograph it and send it over rather than guessing.
Stock and availability
If a compound or a particular presentation is not showing as available, an email will get you a straight answer on whether it is expected back. Include the compound and the size you need, since availability can differ between presentations of the same compound. You can review what is currently listed on the Peptide Works shop, and the services page sets out how the catalogue is organised across vials, capsules, blends and stacks.
Shipping, Tracking and Customs Enquiries
Shipping enquiries divide neatly into two kinds: the ones where something has genuinely gone wrong, and the ones where a parcel is simply moving more slowly than expected. The second kind is far more common, and a little context usually resolves it without any need to write at all.
Before you write about a delayed parcel
Orders are dispatched within two to four working days of payment being confirmed, and a tracking number and link are emailed at the point of dispatch. Carriers update tracking as the parcel moves between depots, so there can be quiet periods in the tracking history that do not indicate a problem.
International delivery times depend on the service selected at checkout. Standard shipping takes ten to fourteen days and premium shipping three to five days, with tracking provided on both. Orders are dispatched from either the USA or the UK depending on the destination, and most are currently shipped from the UK. Carriers used include Parcel Force and DHL, with the specific carrier depending on the destination and the option chosen.
Customs
Around two to three per cent of orders are held at customs at some point. Clearance procedures differ from country to country and are outside the control of any supplier. If your order is affected, contact the team with the order number and any correspondence you have received from the customs authority — a copy of that correspondence is genuinely useful, because it often names exactly what the authority wants.
Responsibility for checking what may lawfully be imported into your destination sits with you, and needs to be settled before you order rather than after a parcel is held. Peptide Works cannot confirm whether a particular research product can legally be imported into every destination.
Shipping Protection claims
Where an order is covered by Shipping Protection and has not arrived within twenty-one days of dispatch for premium shipping, or twenty-eight days for tracked shipping, the order is resent. In the event that the resent order also fails to arrive, a refund is issued in accordance with the Shipping Protection terms. If you are at that point, email the order number and the original tracking reference and say which service the order was placed on.
Payment Enquiries
Payment questions are worth separating from order questions, because the most frequent one has a straightforward answer that saves an anxious email.
After an order is placed, an order confirmation is issued setting out the payment options and how to complete payment. Peptide Works accepts bank transfer, card payment, Bitcoin and other cryptocurrency, and Zelle. Zelle is available to customers in the USA: a USA address and USD currency are required at checkout for it to appear as an option, and the details for completing the payment are provided once the order is placed. Prices can be displayed in GBP, USD, EUR or CAD.
The question that comes up most: international payments can take two to three days to show in the account. Receipt of payment is not separately confirmed — the confirmation you will receive is the dispatch email, which carries your tracking details. If that email has not arrived and it has been longer than the combined payment-clearing and two-to-four-working-day dispatch window, that is the right moment to write.
On discount codes, only one promotional voucher can be applied per order. The field for it appears at checkout, labelled for promotional codes, before payment is taken.
Bulk and Repeat-Supply Enquiries
Laboratories running a study over months have different requirements from a researcher ordering a single vial, and those enquiries are handled as a conversation rather than a checkout.
If you are planning a larger or recurring requirement, the more of the following you can include, the more useful the first reply will be:
- The compounds involved, and the presentation and quantity of each
- Total quantity required, and whether it is a single order or a schedule across a period
- Whether the material needs to come from a single batch for consistency across the work
- What documentation the study requires, and in what form
- The destination country, since that affects both routing and what can be shipped
- Any timing constraints your protocol imposes
Batch consistency is worth flagging early if it matters to you. Where a study compares results across a series of experiments, drawing material from one batch removes a variable, and that is far easier to arrange before an order is placed than afterwards.
Please note that Peptide Works reserves the right to carry out due diligence in assessing customer eligibility, and that purchasers are expected to be associated with a body qualified to carry out laboratory research. A bulk enquiry that explains the research context is more straightforward to progress than one that does not.
What Our Team Cannot Advise On
It is fairer to state this clearly on the contact page than to let someone write a long message and receive a short answer that reads as a brush-off.
Peptide Works does not provide guidance on the human or veterinary use, administration or application of its products. The team will not supply dosing information, protocols, cycles, reconstitution schedules intended for use in people or animals, or any advice on how a compound might affect a person. That applies no matter how the question is framed, and it applies to every compound in the catalogue.
The reason is straightforward. These products are supplied solely as research materials for laboratory and scientific research. They are not medicines, they are not approved by the FDA or the MHRA to prevent, treat, diagnose, mitigate or cure any condition, and they are not intended for human or animal consumption of any kind. A supplier that answered questions about personal use would be misrepresenting what it sells, and Peptide Works will not do that.
What the team can discuss is the material itself: its specifications, the analytical documentation available for a batch, the presentation it is supplied in, and the storage information published for that product. Those are questions about a research material, and they are the right questions to bring to a supplier.
Research use only
All products on this website are supplied for laboratory research purposes only. They are not intended for human or animal consumption or ingestion of any kind. Information, statements and products featured on this site are for research and educational purposes only and are not designed to diagnose, treat, cure, or prevent any condition.
Products should only be handled and used by qualified and suitably trained laboratory research professionals. You must be 21 years of age or over to use this website. Full details are set out in the terms and conditions.
Questions We Are Asked Before Being Asked Anything Else
How do I contact Peptide Works?
By email, at info@peptide-works.com. This is the contact address published on the Peptide Works website and the route all enquiries take.
Do you publish a phone number?
No. Email is the only contact method Peptide Works publishes. We would rather say that plainly than list a number that is not monitored.
How quickly will I get a reply?
Peptide Works does not publish a guaranteed response time, so we will not invent one here. Enquiries that arrive with an order number and a clear question are resolved in the fewest exchanges.
Can I cancel after ordering?
Yes, provided the order has not been released for shipping. Orders are processed and shipped within 24 to 48 hours of payment, so send the request quickly.
My order arrived damaged. What now?
Email within seven days with your order number and photographs of the packaging and the item. A replacement or full refund is arranged where appropriate.
Do you accept returns?
No. Because of the nature of these products and the handling they require, items are not accepted back for resale. Damaged or incorrect deliveries are handled as replacements.
Where is my tracking number?
It is emailed when your order is dispatched, which is two to four working days after payment is confirmed. Receipt of payment itself is not separately confirmed.
Can you tell me if I can import this?
No. Import rules differ by destination and confirming them is the customer's responsibility before ordering. Peptide Works cannot confirm legality for every destination.
Can I get a CoA for my batch?
Ask, quoting the compound, presentation and batch reference. Analytical documentation such as a Certificate of Analysis or HPLC analysis is available where applicable.
Ready to get in touch?
Send your enquiry to info@peptide-works.com with your order number in the subject line where you have one. If you are still deciding what you need, the shop lists what is currently available and the about page explains how Peptide Works approaches sourcing and documentation.