Frequently Asked Questions
Get answers on ordering, shipping, third-party testing, and our research-use policies.
Ordering & Payments
We accept major credit and debit cards, including Visa, American Express, and Discover. We do not accept Mastercard at this time. The available payment options are always shown at checkout.
No. Once an order is submitted, we cannot add items to it. For your security, we do not store or re-charge card details after checkout, so any additional items need to be placed as a separate order.
No. Discount codes must be entered in your cart at checkout, before payment. We’re not able to apply codes or price adjustments to an order once it’s complete. If you have an active code, please add it before you finish your purchase.
We process orders quickly, often the same business day, so changes and cancellations aren’t guaranteed. If you need to correct something, email support@protidehealth.com as soon as possible. Once an order has been processed or shipped, we can no longer modify it.
Shipping & Delivery
We ship within the United States and Puerto Rico only. We do not ship internationally, and we do not ship to addresses outside the US.
No. We process and ship Monday through Friday afternoon, excluding holidays. Orders placed after Friday at 12PM PST or on a weekend ship the next business day, which is usually Monday.
Orders placed and paid in full before 12:00 PM PST on a business day typically ship the same or following day. Orders placed after that cutoff, or on weekends and holidays, ship the next business day. Most US deliveries arrive within 2 to 3 business days after dispatch.
Shipping is free on all orders over $149. Orders under that amount are charged a flat $14.99 shipping rate, shown at checkout before you pay.
We ship primarily via UPS, with USPS used for select orders. Your shipping confirmation email shows which carrier is handling your order, along with the tracking number.
You’ll get an order confirmation email right after checkout, then a separate shipping confirmation with a tracking number once your order is dispatched. Additionally, once your order is dispatched, a tracking link will show in the Orders section of your account.
No. Lyophilization removes the water from each compound, which is what keeps it stable during shipping and storage, and it is why we ship without cold packs. Lyophilized research peptides remain stable in transit for up to two weeks, so typical shipping delays or general temperature shifts do not affect their integrity. Once your order arrives, refrigerate the vials to maintain stability.
Lost, Delayed & Incorrect Deliveries
First, check around your delivery location and with anyone who may have accepted the package, and allow up to 24 hours, since shipping carriers sometimes scan an item as delivered slightly early. If it still hasn’t shown up, open a claim or search with the carrier (UPS: File a claim with UPS or USPS: Start a USPS Missing Mail Search). Once your carrier ticket is open and the package is confirmed lost or undeliverable, contact us with your order number and the case number and we’ll help make it right.
Once your order is handed off to the carrier, the delivery is in their hands, and they are the only ones who can trace a package while it is in their network. If a package is lost, stalled, or delivered to the wrong place, the first step is to open a case directly with the carrier, since they run the investigation and control the outcome. Once they confirm the package is lost or cannot be recovered, send us your order number and the carrier’s case number, and we’ll step in to help.
If the order has not shipped yet, contact us immediately at support@protidehealth.com and we’ll do our best to correct it. Once it has shipped to the address you entered at checkout, we cannot reroute it. Delivery problems caused by an incorrect or incomplete address you provided, for example a wrong apartment or unit number, are the buyer’s responsibility and your options depend on the carrier:
UPS: If the package is eligible, you can often redirect or hold it yourself with UPS Change My Delivery.
USPS: If the address you entered is valid but wrong, the package may be delivered there and cannot be recovered, so contact USPS right away with your tracking number.
Please double-check your full address, including unit and apartment numbers, before completing checkout. If the address is incomplete or undeliverable, the carrier may return the package to us, and we can reship it once you provide the corrected address.
Contact the shipping carrier first. Your tracking number shows which carrier has your order:
UPS: Start a UPS claim with your tracking number. This claim must be opened by you as the recipient; we are not able to file it for you.
USPS: Start a USPS Missing Mail Search, as the recipient, you can file this yourself, starting 7 days after the ship date.
Once the carrier confirms the package is lost or cannot be recovered, email us at support@protidehealth.com with your order number and the carrier case number. That is the point where we can step in to make it right. We can’t act on a missing package before a carrier case is open, because the carrier runs the trace and decides the outcome once the package is in their network.
We’ll make it right. Email support@protidehealth.com within 7 calendar days of delivery with your order number, a description of the issue, and clear photos of the product and its packaging. Verified claims are resolved with a replacement, store credit, or refund. Full details are in our Shipping & Return Policy.
Products, Testing & Quality
Yes, every batch is. Before a batch is approved for sale, a sample is sent to an independent, US-based analytical laboratory. Identity is confirmed by mass spectrometry (LC-MS), and purity is measured by high-performance liquid chromatography (HPLC). Only batches that meet our purity threshold are released, and we publish the Certificate of Analysis (COA) for that exact lot so you can verify the results yourself in our COA Library.
You can review and verify COAs anytime in our COA Library, where the HPLC chromatogram and mass identification results are published for each compound, or browse all published lab results. Our primary independent analytical lab is Freedom Diagnostics. To confirm a result at the source, take the unique accession number or search code printed on the COA and look it up with Freedom Diagnostics’ COA verification tool.
Our compounds are verified to 99% analytical purity through third-party HPLC-MS testing. The exact figures for each batch are documented on its COA.
Lyophilization, or freeze-drying, freezes the peptide and then removes its water content under vacuum, leaving a dry, stable solid. Research peptides are supplied this way because the dry form keeps the compound stable during shipping and storage. The contents often appear as a thin white film, a small disc, or a light powder at the bottom or side of the vial. Compounds containing GHK-Cu (copper) may appear blue, which is also normal.
No. Our research peptides are lyophilized (freeze-dried), a process that removes nearly all of the water and leaves each compound in a dry, solid state. The processes that degrade peptides, such as hydrolysis and microbial growth, depend on water, so the lyophilized form is highly stable and does not require cold-chain shipping. It stays stable through the normal temperature changes a package experiences in transit, which is why we ship at ambient temperature without cold packs. Once your order arrives, refrigerate the vials to maintain stability.
For short-term storage or upon receipt, refrigerate sealed vials at 2°C to 8°C, protected from light and moisture. For longer-term storage, keep them frozen, typically at -20°C or below. Once a vial has been prepared in solvent, the resulting solution should be kept refrigerated and protected from light. Always handle and store materials under standard laboratory protocols.
Lyophilized (freeze-dried) vials remain stable for up to 24 months when stored frozen at -20°C, and should be refrigerated at 2°C to 8°C for short-term storage or upon receipt. After preparation in solvent, solutions should be refrigerated at 2°C to 8°C and protected from light, with a recommended analytical window of 30 days for in vitro stability.
Returns & Refunds
Because of the specialized nature of research compounds and the regulations that govern them, all sales are final. We can’t accept returns once a product has been delivered, since storage and handling conditions can’t be verified after it leaves our facility. We do make exceptions for orders that arrive damaged or defective, or when the wrong product was shipped. See the full Shipping & Return Policy.
Email support@protidehealth.com within 7 calendar days of delivery with your order number, a description of the problem, and clear photos of the product and packaging. Keep the item sealed in its original packaging. Once your claim is verified, we’ll resolve it with a replacement, store credit, or refund.
Please email us first at support@protidehealth.com with your order number and a detailed description of the issue, so our team can investigate and figure out the best way to get it sorted.
About Protide Health & Support
No. protidehealth.com is our only official store. We do not sell through Telegram, WhatsApp, Amazon, eBay, social media, or any other marketplace or reseller. Any site or account claiming to sell Protide Health products elsewhere is not affiliated with us and should not be trusted.
Email support@protidehealth.com or use our contact page. Our US-based team is glad to help with orders, COAs, shipping, and procurement questions. Please note that our products are supplied for research use only, and our staff cannot advise on dosing, administration, or any use involving humans or animals.
With Protide Health, quality is something you can verify, not just a claim. Every compound is third-party tested by an independent US laboratory using HPLC-MS to confirm 99% purity and molecular identity, and the batch-specific COA is published so you can review it before you buy. Compounds ship from the US with tracked 2 to 3 day delivery, with free shipping on orders over $149. Every order is backed by a responsive, US-based support team
Research Use & Compliance
All compounds sold by Protide Health are supplied strictly for in-vitro laboratory research and development by qualified researchers and institutions. They are not drugs, pharmaceuticals, supplements, cosmetics, food, or medical products of any kind, and they have not been approved by the FDA, or any other regulatory authority for human or veterinary use. The purchaser is solely responsible for safe handling, use, and disposal in accordance with all applicable laws and professional laboratory standards.
No. Our products are supplied for laboratory research use only, we do not provide instructions on how to reconstitute, dose, administer, or otherwise use our products, and our staff cannot advise on any use involving humans or animals. Any specifications we publish describe the physical and chemical properties of a compound for research reference only and are not instructions for use. For analytical details, please refer to each product’s Certificate of Analysis (COA) and product specifications.
Protide Health sells only to qualified researchers and institutions. By creating an account, and placing an order, you represent and confirm that you are at least 21 years of age, that you are a qualified researcher or are purchasing on behalf of a qualified research institution, and that all products will be used solely for lawful in-vitro research and will not be administered to or used in or on humans or animals. You assume full responsibility for safe handling, storage, and disposal in compliance with all applicable laws. Full terms are set out in our Terms of Service.
