01
What we'll replace.
- Damaged shipments — packaging compromised, vial cracked or broken in transit, or temperature seal failed. Photograph the package and the vial before disposal.
- Wrong product — you receive a compound, mass, or lot you did not order. We ship the correct vial and provide a prepaid label for the original.
- QC failures — the vial does not match the Certificate of Analysis (visible particulate, discoloration, wrong fill volume). We replace and re-test the lot.
- Missing items — order ships but an item is absent. Confirmed against our pack list, replacement ships same-day.
02
What we cannot replace.
- Opened or used vials. Once a lyophilized peptide is reconstituted or the stopper is punctured, sterility cannot be guaranteed. We cannot accept returns of opened product.
- Buyer's remorse. Orders for in-stock research compounds cannot be cancelled or returned once dispatched.
- Damage from improper storage. Reconstituted compounds stored above 4°C, exposed to repeated freeze-thaw, or used past stability limits.
- Reports filed after 48 hours. Time-stamped photographs at delivery establish carrier liability. Reports outside the window cannot be processed.
03
How to report an issue.
- Email office@mogresearch.com within 48 hours of delivery.
- Include your order number, the lot number from the vial, and photographs of the issue (packaging, vial, label, contents).
- We confirm receipt within one business day.
- Approved replacements ship same-day, no return required for damaged or QC-failed items.
- If a return is requested (e.g. wrong product), we email a prepaid USPS label.
04
Refunds.
Refunds are processed to the original payment method within 5 business days of approval. Card refunds typically post within 3–7 days. Cryptocurrency refunds are sent in the original asset at the day-of refund exchange rate, less network fees.
If a replacement is preferred over a refund, we issue store credit at 110% of the original order value as a thank-you for the patience.
05
Shipping the return.
If a physical return is required, we provide a prepaid USPS label by email. Pack the item in a padded envelope or box, do not write "peptide" or "research chemical" on the exterior, and drop at any USPS location. We track the return; once received, the replacement or refund is issued within 1 business day.
06
Questions.
Email office@mogresearch.com. We reply within one business day.