Orders and Shipping

How long does it take to receive my order?
Orders are processed 1 to 3 business days after payment confirmation. US orders usually arrive in 2-5 business days, though international shipping times vary.

How can I change my shipping address after placing an order?
Contact us immediately if you need to change your shipping address. Changes are only possible while your order is still processing.

Can I track my order?
Tracking details will be emailed once your order ships. Please check your inbox and spam folder for updates.

Do you ship worldwide?
Yes, global shipping is available, subject to local import regulations shown at checkout.

Will my items arrive in one package?
Orders with different product types may ship separately and have multiple tracking numbers.

Customs, Duties & Import Fees

What does “DAP” mean for my international shipping?
DAP (Delivered At Place) means we arrange and cover the shipping of your order to your destination address. Any import duties, taxes, or customs clearance fees required by your local authorities are the responsibility of the customer and are not included in the product or shipping price.

Will I have to pay import taxes?
Import duties or taxes may apply depending on your country’s regulations and order value. These charges are determined by your local customs authority and are outside of our control.

We do not collect these fees at checkout. If applicable, they must be paid by the customer to complete delivery. 

Note: "In some cases, lower-value orders may fall below local tax thresholds depending on your country’s regulations."

Returns and Refunds

What is your returns policy?
Returns are accepted only for eligible cosmetic products that are unopened and sealed within 7 working days of delivery. Peptide products are final sale and not eligible for return.

What if I receive a damaged, incorrect, or incomplete order?
Contact support immediately with photos of the items and packaging. Reports must be made within 48 hours of delivery..

Can I cancel or modify my order?
Orders can only be changed or canceled while still processing. Contact us promptly.

How are refunds handled?
Refunds are issued after returned items are received and approved. A restocking fee may apply.

Is my purchase covered by a satisfaction guarantee?

Your satisfaction is our priority. If you have an issue with your order, contact our support team and we will review your case and assist where applicable.

Product Information and Quality

How do you ensure product quality?
Products undergo strict quality control and independent lab testing prior to shipping.

Are your products legal in my country?
Our products comply with local laws for research purposes. Customers should confirm import regulations in their region.

How should products be stored?
Store in a cool, dry place away from sunlight. Specific instructions come with each product. 

Are your products safe to use?

Yes! Our cosmetic and longevity products are carefully formulated for daily use. Our peptides are research-grade and intended for professional or experimental use only — always follow guidelines for these. 

What is PepGenLab?

PepGenLab is a trusted brand offering high-quality skincare, wellness, and research-grade peptides. We specialize in products that support your skin’s health, long-term vitality, and scientific research needs.

What are peptides and how do they work?

Peptides are short chains of amino acids that help your body communicate and repair itself. In skincare, they can boost collagen and skin health. Our research peptides are used by scientists and professionals to study biological processes. 

How do I know which product is right for me?

We organize products into three categories:

Pro-Youth Serums for skin health and beauty

Longevity for overall wellness and vitality

Peptides for research and scientific use

Choose based on your goals and experience. If you’re new, start with Pro-Youth Serums! 

Can I use peptides for skincare at home?

Our peptides are designed primarily for research and professional use. For everyday skincare, we recommend our Pro-Youth Serums. Always consult a healthcare professional before using peptides at home.

How should I store the products?

Store your products in a cool, dry place away from direct sunlight. Some peptides may require refrigeration—please follow the specific storage instructions on each product page.

Do you use harsh chemicals?

Never. Our serums are clean, effective, and prioritize gentle, nourishing ingredients to support your skin’s natural radiance.

What if I have sensitive skin?

Start with our gentlest formulas and always do a patch test. We're happy to recommend the perfect Pro-Youth Serum for your skin type.

Can I see a full list of ingredients?

Absolutely! Full, transparent ingredient lists are available right on each product page. No hidden surprises.

Account and Support

How do I create an account?
Accounts are automatically created during your first order. Login details are emailed.

What if I forget my password?
Use the “Forgot Password” link on the login page. Check spam if you don’t receive the reset email.

How can I contact support?
Reach out via email or live chat for assistance. 

What if I have questions or need support?
We’re here to help. Our customer support team is available via email and live chat to assist with any questions regarding your order, products, or shipping. We aim to respond as quickly as possible to ensure a smooth and reliable experience with PepGen Lab.

Age Requirement

Is there an age limit to shop with PepGen Lab?
Yes. You must be at least 18 years old to access our website and place an order. By using this site, you confirm that you meet this requirement.

Age Verification

Why do I need to confirm my age?
Age confirmation is required to ensure compliance with applicable regulations and to maintain responsible access to our products. By proceeding with a purchase, you confirm that you are legally eligible to do so under your local laws.