FAQ
You've Got Questions, We've Got Answers
How can we help?
How long does it take to process orders?
We process orders within 24 hours, however we ship multiple times per day and likely in just a few hours! Once processed, your order is usually shipped the same day (before 3pm PT) or next day.
How do you pack your products?
We love this question: we proudly ship in indestructible mailer boxes (sizes depending on the order), following by our custom clamshell packer for research products or individual boxes for 10ml products, all shrink wrapped to maintain a sterile barrier, sealed again in a bubble protector (not pictured), and finally all secured and ready for flight!
How long does it take to deliver?
Delivery times vary based on your location and the shipping method you choose. Within the US, you can expect your order to arrive within 3-5 business days. In some cases, we ship faster to avoid product sitting too long in transit (on us)!
For orders being delivered to Canada, the estimated delivery is 4-7 business days via UPS Standard services and 1-2 days via FedEx International Priority services.
Please note that we cannot be held responsible for delays caused by factors beyond our control, such as weather, holidays, or carrier issues.
When will I receive the tracking number?
After your payment is processed, your order will be sent to the shipping department, and you will get the tracking number within 48 hours.
What are the shipping costs?
Shipping is always free on orders over $300 in the US and over $400 for orders to Canada.
For orders under these thresholds:
- US: Flat rate of $12 for standard delivery (3-5 business days) or $28 for expedited delivery (2 business days or less)
- Canada: Flat rate of $24 for UPS Standard delivery (4-7 business days) or $42 for FedEx International Priority delivery. Since we use UPS and FedEx only, shipping costs are generally 2-3x more than the slower, cheaper alternative of USPS/Canada Post. More often than not, shipping costs are more expensive than our flat rate but our shipments arrive much faster!
Do you offer shipping insurance?
We offer optional shipping insurance for all orders underwritten by ParcelGuard. While this service is not required, it adds an additional layer of protection that is primary to any coverage by the shipping courier. For example, in the event of lost packages (defined as missing for more than 14 days) or courier damage, we will be able to reship to you immediately without delay, no questions asked!
Please note, you must keep and retain the entirety of the package during the claim process. In some instances, we may advise to safely discard and/or dispose of the shipped products for safety.
Unfortunately, we cannot manually add insurance once the package has been shipped.
How can I confirm my order?
After you place an order, our consultant will get in touch with you and will ask you to confirm the order via email. Make sure that your email address is indicated correctly. The waiting period may last up to 6 hours, please, stay in touch, your order is very important for us.
What if I have not received the tracking number for my order?
We send out orders once per 3 days, if you haven’t got the tracking code yet, please, contact our consultant.
Do you ship internationally?
In addition to the US , we ship to our friends across the border in Canada daily! For all orders to Canada, we currently offer UPS International as a flat rate and free shipping on orders over $400.
In some cases, duties may be required on arrival unexpectedly. We will refund or provide store credit for any duties paid – please contact us with your receipt so that we may process!
What happens if my order is delayed?
If your order hasn’t arrived within the estimated delivery time, please check your tracking information. If there’s a delay, contact the carrier directly for more information or the notice we sent you by email. As always, our team is standing by to assist at info@xcelpeptidespharmas.com for issues that be unrelated to the carrier.
We constantly monitor all shipments for excess delays and may make decisions to reship packages complimentary to ensure a quality experience with us.
What if my package and/or products arrive damaged
It happens! If your products arrive damaged, please contact our team immediately with your order number and a photo of the damaged packaging upon arrival for review. If insurance was purchased, we will process your replacement right away. If not, and deem the product is not usable, we will send a replacement to you for no charge.
Any fraudulent claims will result in suspending rights to purchase with Xcel Peptides Pharmas.
What if I have some problems with paying for the order?
In case you face any difficulties related to payments, please, get in touch with our operator without a delay. He will make every effort to help you.
What are the conditions of placing a bulk order?
If you want to learn more about the conditions of placing a bulk order, please, contact our consultant, he will strive to provide all the information needed.
What is the minimal sum of an order?
There is no fixed minimal sum of an order.
Why was my payment declined?
In case your payment has been declined, please, get in touch with our operator. The possible reason is payment problems, the specialist will advise you how to fix them.
Why was my order declined?
In case your order has been declined, there is a risk that there are some mistakes in the information provided by you or that the delivery to your country cannot be provided. Please, contact our operator as soon as possible.
What if the product, which I need, is out of stock?
If the product, which you want to order, is currently unavailable, please, turn to our consultant for further information. Also, he can find the suitable alternative for you.
My package is delayed, what should I do?
If there is a delivery delay, please, turn to our consultant, so that he can help you track the package and find out the possible reason for the delay, as well as the approximate delivery terms.
I need some assistance, whom can I turn to?
In case you have any questions or difficulties, please, feel free to turn to our consultant, he will gladly make every effort to help you.
My payment was returned.
If your payment has been returned, there is a risk that there are some technical problems or that it has been made incorrectly. Please, turn to our operator.
Where do you ship from?
We ship from our 3PL partner in the US west coast. We’re currently expanding our warehouse network to improve shipping times nationwide by the end of 2025.
Our Satisfaction Guarantee promise
We’re committed to providing a seamless ordering experience and product guarantee from start to finish. Should you be unhappy for any reason, stated or not in our FAQs or policies, please contact us as soon as possible to make it right. We are proudly a customer-centric and customer-driven operation that values our loyal customers.
