Shipping & Returns

1. Scope and shipping origin

This Shipping & Returns Policy applies to orders placed through the website on which it is displayed. It forms part of our Terms of Service. By placing an order, you agree to this Policy.

We ship only to destinations and addresses that we can support for the applicable product and route. Availability at checkout or quotation does not guarantee that every product can be imported into every destination.

2. Order review and processing

Orders are reviewed after complete payment has been confirmed. Unless a different lead time is shown or quoted, we generally aim to dispatch in-stock orders within 24–36 hours after payment confirmation. This is a processing target, not a guaranteed dispatch time.

Processing may take longer during public holidays, inventory checks, compliance review, high-volume periods, weather events or circumstances outside our reasonable control. Custom, OEM, wholesale, backordered or specially documented products follow the lead time confirmed separately.

An order confirmation means we received the order. A shipping confirmation and tracking reference, when available, mean the parcel has been handed to the selected carrier or logistics partner.

3. Carriers, tracking and delivery estimates

We select the carrier and route based on destination, product, package, service availability and compliance considerations, unless a specific paid method is confirmed in writing. Tracking information is sent or added to the order record when the carrier makes it available.

All delivery windows are estimates. Actual delivery may be affected by carrier operations, flight capacity, weekends and holidays, customs inspection, import review, weather, security screening, local delivery conditions or force majeure. A tracking scan may take time to appear after dispatch.

4. Customs, import eligibility and charges

International shipments may be inspected or held by customs and other authorities. The buyer is responsible for confirming that the ordered product may be lawfully purchased, imported, possessed and used at the destination, and for providing permits or information required by local authorities.

Unless expressly included in the confirmed order total, import duties, taxes, brokerage, storage, inspection and local handling fees are the buyer’s responsibility. Customs decisions and clearance timing are outside Newt’s control and cannot be guaranteed.

5. Address accuracy and failed delivery

You must provide a complete deliverable address, recipient name, telephone number and any locally required information. Contact us immediately if a correction is needed. An address cannot always be changed after processing or dispatch.

If a parcel is delayed, returned, destroyed, abandoned or delivered incorrectly because of an incomplete address, unavailable recipient, refused delivery, unpaid import charge, prohibited destination or information supplied by the buyer, additional shipping and handling charges may apply. Any reshipment or other resolution will be considered only after the parcel status and recoverable value are confirmed.

6. Lost, delayed or damaged in transit

If tracking is substantially overdue, shows an exception, or the outer parcel arrives visibly damaged, contact us promptly with the order number, tracking record and photographs where applicable. Keep all packaging until the review is complete.

If we verify that a product was damaged in transit, we will provide a free replacement. For a lost or substantially delayed parcel, we will review the available carrier information and coordinate the appropriate delivery or reshipment resolution. A delivery estimate or delayed scan alone does not establish loss.

7. Refund and final-sale policy

Because research materials are sensitive, products cannot be restocked or resold after leaving our facility. We therefore do not accept a return, exchange or refund after dispatch because the buyer changed their mind, ordered the wrong item or specification, no longer needs the product, cannot import it, missed a delivery, broke the seal, used the product, or stored or handled it improperly.

Exception: If a product arrives damaged or is materially different from the accepted order, contact us promptly with photographs. A verified claim qualifies for a free replacement under Sections 8–10 below.

8. Eligible order issues

We will review a claim when:

• the item shipped by Newt is materially different from the accepted order;
• an item or quantity is missing from the delivered parcel;
• a vial or primary seal arrived visibly broken or compromised; or
• there is a specific, verifiable defect affecting the product supplied.

A general statement of dissatisfaction, a visual difference that does not affect the specification, or an unsupported quality allegation is not enough by itself. We may request the applicable batch information, photographs, video, packaging, carrier record or qualified analytical evidence.

9. How to submit a claim

Email info@newtpeptide.com or use the contact page. Do not discard or return anything until we provide instructions. An unauthorized return may be refused and is sent at the buyer’s risk.

Claims filed after seven calendar days, or involving opened, used, altered, relabeled or improperly stored items, may be ineligible unless mandatory law requires otherwise.

10. Review and resolution

If we verify an eligible issue after dispatch, we will normally provide an appropriate replacement of the affected item. Products verified as damaged in transit qualify for a free replacement. Orders that have already been dispatched or delivered are not refundable.

If mandatory law requires a different remedy, we will provide the remedy required by that law. We may require the affected item to be returned or made unavailable for use at our cost before completing a resolution.

11. Cancellations and payment disputes

Contact us immediately to request a cancellation, full refund or address change before dispatch. An unshipped order is eligible for a full refund upon request. Once the order has been dispatched, it cannot be cancelled or refunded and an address change may no longer be possible.

Please contact us before initiating a chargeback or payment dispute so we can investigate the order. Nothing in this Policy limits a payment or consumer right that cannot legally be waived.