Due to the nature of our products and security and safety requirements, True North Peptides maintains a strict no-returns, no-refund policy on all orders. Please read this policy carefully before placing an order.
No Returns
We do not accept returns on any products for any reason. Once a product has left our facility, it cannot be returned. This policy exists for the following reasons:
• Product integrity: Our compounds are sensitive research peptides requiring strict cold-chain handling and storage. Once a product leaves our controlled environment, we cannot verify that appropriate storage conditions have been maintained. Accepting returned products would compromise the integrity of our inventory and could pose risks to other researchers.
• Security: For the safety and privacy of all our customers, we do not accept returned packages. This protects both the sender and True North Peptides from potential security and compliance issues.
• Research compound nature: Our products are research-grade compounds supplied for specific research purposes. They are not consumer goods subject to standard retail return policies.
No Refunds
All sales are final. We do not offer refunds for:
• Change of mind or cancelled orders after payment has been sent
• Incorrect products ordered
• Delays in shipping caused by Canada Post, couriers, or factors outside our control
• Products lost or delayed due to incorrect shipping addresses provided by the customer
Exceptions — Damaged or Incorrect Items
While we do not accept returns, we will consider replacements in the following limited circumstances:
• You receive a product that is visibly damaged upon arrival (e.g., broken vial, compromised packaging)
• You receive an incorrect product that does not match your order
To be considered for a replacement, you must:
1. Contact us at [email protected] within 7 days of receiving your order
2. Provide your order number
3. Provide clear photographic evidence of the damage or incorrect item
Replacement requests submitted after 7 days of delivery will not be considered. We reserve the right to assess each claim individually and our decision is final. Approved replacements will be dispatched as soon as reasonably practicable.
Lost Packages
If your tracking information shows that your package has been lost in transit, please contact us at [email protected] within 14 days of the estimated delivery date. We will investigate with the carrier on your behalf. True North Peptides is not responsible for packages lost after confirmed delivery or packages delivered to an incorrect address due to customer error.
e-Transfer Payments
Because we accept payment via Interac e-Transfer only, refunds — even in exceptional circumstances — cannot be processed automatically. Any approved compensation will be issued as store credit or product replacement at our discretion. True North Peptides does not issue cash refunds via e-Transfer.
Order Cancellations
Once an order has been placed and payment has been sent, it cannot be cancelled. If your payment has been sent and you wish to cancel before shipment, please contact us immediately at [email protected]. Cancellations before dispatch may be considered at our sole discretion and will result in store credit only — not a cash refund.
Contact
For any questions regarding this policy, or to submit a damaged/incorrect item claim, please contact us at:
True North Peptides Inc. | Email: [email protected] | Response time: within 24 hours on business days.