When you can return a product

You can request a return within 14 days of the date your order was delivered. Returns initiated after the 14-day window are reviewed case by case and are not guaranteed.

To start a return, submit a request through our return request form. Returns by email or phone without a completed form will be redirected to the form before we can process them.

Start a Return Request →

Cold-chain verification

Every ITide Labs product ships under cold chain (insulated mailer with gel ice packs, refrigerated storage required on arrival at 2–8 °C). Returns are accepted only when cold chain integrity can be reasonably verified.

When you submit your return request, you’ll be asked how the product was stored between delivery and return. Honest answers are what make returns work. We reserve the right to decline a return where cold chain cannot be reasonably verified.

Lyophilized peptides remain stable through brief temperature excursions in transit. The cold-chain check protects you from receiving compromised material on your next order, not the other way around.

What’s returnable, what isn’t

Returnable — unopened products in original packaging, products that arrived damaged in transit (photos required), products that arrived after the cold chain failed (photos of melted ice packs strongly preferred).

Not returnable — opened or reconstituted products, products held outside refrigeration after delivery, products beyond the 14-day window, products without an associated order number on file.

How the process works

1. You submit the return request form with your order number and reason. Takes about 60 seconds.
2. We review within 1 business day and confirm whether the return is approved. We’ll ask follow-up questions if anything’s unclear.
3. If approved, we email you a prepaid USPS return label. Drop the package at a USPS counter (not a residential mailbox) within 5 business days of receiving the label.
4. When the package arrives at our facility, we inspect cold chain integrity. Refunds are issued within 3 business days of inspection.
5. Refund hits your statement 5–10 business days after we process it. Some banks are slower than others.

Refund timing summary

Questions?

Email admin@itidelabs.com with your order number in the subject line. We typically respond within one business day.

For laboratory research purposes only by qualified professionals. This product has not been evaluated by the FDA for clinical application.