Last updated: September 30, 2026
All USAPEP products are research materials intended strictly for laboratory and analytical use. For quality and safety reasons, opened or used products cannot be returned. If something goes wrong with your order, we will make it right as described below.
1. Damaged Items
If a product arrives broken, cracked, leaking, or with a damaged seal, email us within 7 days of delivery with your order number and a photo of the item and packaging. We will send a replacement or issue a full refund to your original payment method.
2. Incorrect Items
If you receive a different product or strength than you ordered, contact us within 7 days of delivery. We will ship the correct item at no charge and, if needed, provide a prepaid label to return the incorrect item.
3. Lost Packages
If your tracking shows no movement for 7 days, or UPS confirms the package is lost, contact us within 7 days of the expected delivery date. Once the carrier confirms the loss, we will reship your order or issue a full refund. Packages marked delivered are covered by our Terms & Conditions.
4. Order Cancellations
Orders can be cancelled for a full refund any time before they ship. Once an order has shipped it cannot be cancelled.
5. All Other Sales
Except as described above, all sales are final.
6. How Refunds Are Issued
Approved refunds are issued to the original payment method within 5 business days. Depending on your bank, it may take additional time for the credit to appear.
7. How to Contact Us
Email sales@usapep.net with your order number, a short description of the issue, and any photos. You can also reach us through our Contact page.
See also our Shipping Policy.