Frequently Asked
Questions
Everything you need to know about ordering, shipping, and using our research materials. Can't find your answer? Please contact us directly.
General questions
Q: What purity level are your peptides?
All peptides are synthesized with a purity of 99%+ and verified by independent HPLC testing. With every order, you will receive a Certificate of Analysis with the exact purity percentage, confirmation of the molecular weight, and batch number.
Q: How should I store peptides?
Freeze-dried (powdered) peptides remain stable for 24+ months at -20°C. After reconstitution with bacteriostatic water, store at 2–8°C and use within 30 days. Avoid repeated freeze-thaw cycles by dividing the product into smaller aliquots.
Q: What comes with my order?
Each shipment contains: the peptide vial with batch number, the Certificate of Analysis (CoA), handling and storage guidelines, and the Safety Data Sheet (SDS). We also include preparation instructions for reconstitution.
Q: Are your products intended for human use?
No. All Retalabs products are intended solely for laboratory research and educational purposes. They are not intended for human or animal consumption, medical treatment, or personal use. Confirmation of research use is required during checkout.
Q: Can I receive a sample before ordering?
We don't provide free samples. For initial bulk orders, we do offer a paid sample bottle so you can verify the quality before ordering larger quantities.
Q: How do I know which peptide is suitable for my research?
Our product pages list research applications and relevant literature. For specific protocol guidance, please contact our support team and share your research objectives. We can refer you to suitable compounds and related documentation.
Shipping questions
Q: When will my order be shipped?
Orders placed Monday through Friday before 4:00 PM CET will be shipped the same day. Orders placed after 4:00 PM or on the weekend will be shipped the next business day.
Q: Which carriers do you use?
We ship via PostNL for domestic and EU deliveries. We offer tracking and reliable delivery times. You can select your preferred carrier during checkout.
Q: How long does delivery take?
- Netherlands: 1–2 working days
EU countries: 2–5 working days
Outside the EU: 5–10 working days (customs may cause delays)
Q: How will my package be packed?
Discreet, neutral packaging with no external markings of the contents. Inside, the peptides are protected with temperature-stable materials and shock-absorbing protection. If necessary, we use cooling elements for temperature-sensitive shipments.
Q: Do you ship to my country?
We ship throughout the EU and to select international destinations. Due to regulatory differences, some countries restrict the import of peptides. Please contact us before ordering if you are located outside the EU.
Q: Do I have to pay customs charges?
EU customers: No additional customs fees.
Non-EU customers: You are responsible for any import duties, taxes, and customs clearance in your country. We declare the contents as “research peptides” with the appropriate documentation.
Q: Can I track my shipment?
Yes. Once your order has shipped, you will receive a tracking number by email. You can also track your shipment through your account dashboard.
Order questions
Q: What payment methods do you accept?
We accept iDEAL (Netherlands), credit and debit cards (Visa, Mastercard), bank transfer, and PayPal. Business customers can request payment by invoice after creating an account, with a payment term of 14 days (NET 14).
Q: Is my payment information safe?
Yes. All transactions are processed via encrypted SSL connections. We never store your full credit card information on our servers.
Q: Can I change or cancel my order?
Please contact us immediately if you need to make any changes. We process orders quickly, so changes are only possible before shipment. Once the order has shipped, standard return policies apply.
Q: Do you offer bulk or institutional rates?
Yes. For orders over €500, please email us your requirements. We offer tiered pricing for universities, pharmaceutical companies, and recurring delivery agreements.
Q: How do I place a business order?
Contact us directly. We accept purchase orders from verified institutions + proforma invoices.
Q: I didn't receive an order confirmation. What happened?
First, check your spam or junk mail folder. If you don't find anything there, your email address may have been entered incorrectly. Contact us with your name and estimated delivery time, and we'll look into it for you.
Q: Can I set up a recurring order?
Yes. Contact us to schedule automatic monthly or quarterly deliveries. This prevents you from running out of essential materials and often qualifies you for volume discounts.
Returns & Issues
Q: What is your return policy?
We don't accept returns for opened/unopened products. Only cancel before shipping
Q: My order arrived damaged. What should I do?
Contact us within 48 hours and include photos of the damage. We'll arrange a replacement shipment free of charge and file a claim with the carrier. Please save all packaging materials for inspection.
Q: I received the wrong product.
Mistakes happen. Please email us your order number and photos of the product you received. We'll ship the correct item immediately and arrange for the return of the incorrect product.
Q: My peptide looks different than expected.
Freeze-dried peptides can vary in appearance—some are airy and powdery, others form compact pellets. This is normal and does not indicate quality issues. Check your Certificate of Analysis (CoA) for specifications. If in doubt, please contact us and quote the batch number.
Q: Can I get a refund?
Canceled orders before shipment or verified defects. Refunds via IBAN, 5-7 business days.