Answers to the questions we are asked most often about ordering, shipping and documentation. For anything not covered here, email hello@purepeptlabs.com.
How long does shipping take?
Orders typically require 1–2 business days for handling. Once dispatched, carrier transit is approximately 3–4 business days, resulting in an estimated total delivery timeframe of approximately 4–6 business days. Delivery times can vary depending on carrier conditions, weekends, holidays, and other circumstances outside our control.
Which countries do you ship to?
Orders are shipped within the United States only. Checkout is limited to United States delivery addresses, and we are not able to accept orders for delivery outside the United States at this time.
Where are orders shipped from?
Orders are picked, packed and dispatched from our U.S. fulfillment location at 3469 Buffington Center, Atlanta, United States, and ship domestically within the United States. Purepept Labs is a brand operated by Lungfit Limited, a Hong Kong company; the Hong Kong address is the legal business address of the operating company, not the shipping origin.
Will I receive a Certificate of Analysis?
A printed Certificate of Analysis is not placed inside the package. Where a certificate has been issued, it is shown on the product page, and you can request documentation by contacting support with your order number.
Are COAs batch-specific?
Not necessarily. A certificate reports on the sample that was tested, which may not come from the same batch — or be the same strength — as the unit you receive. Compare the sample, strength and batch reference on the report, and contact support if you need documentation for your order.
How can I access my COA?
Certificates are shown on product pages where issued. For documentation about your order, email support with your order number.
How quickly are orders processed?
Orders are generally processed within 1–2 business days. Orders placed during weekends, holidays, or periods of unusually high demand may require additional processing time.
How can I track my order?
Once your order has shipped, you will receive tracking information by email. You can also use the Track Your Order page on our website.
Is cooled shipping available?
Yes. Cooled shipping is available at checkout as Premium Cooled Shipping, and it is free on orders of USD 200 or more. Available methods and pricing are shown during checkout once your address is entered.
Can I change or cancel my order?
Contact support with your order number as soon as possible. We can usually change or cancel an order while it is still being processed, but not once it has been dispatched. After dispatch, our Return and Refund Policy applies.
What should I do if my package is delayed?
First, review the latest tracking information provided by the carrier. If the tracking has not updated or the package is significantly delayed, contact our support team with your order number so we can investigate.
What should I do if my package arrives damaged?
Contact support promptly with your order number and photographs of the outer package, the affected product, and the shipping label. Please keep the packaging until the claim is resolved. Handling follows our Return and Refund Policy.
How can I contact customer support?
Email hello@purepeptlabs.com, or reach us by phone and WhatsApp on (740) 562-8088. Support is staffed Monday to Friday, 09:00-17:00 EST. Please include your order number where relevant. We answer questions about orders, shipping and documentation; we cannot advise on human use or medical application.