Returns and refunds

You can cancel an order until it ships. Email hello@trypeaking.com or use the contact form with your order number, and we refund the full amount paid, including shipping. Once an order has shipped it can no longer be cancelled; see below for problems with a delivered order.

Our products are research materials whose quality depends on how they are stored and handled. Because we cannot verify that after delivery, we do not accept returns of delivered products, including unopened vials, except where an order arrives damaged, defective, incorrect or incomplete, as set out below.

If an item arrives damaged or defective, is not what you ordered, or is missing, tell us within 7 days of delivery. Include:

• your order number;
• the lot number printed on the vial;
• photographs of the vial and the packaging.

We will replace the item or refund it, at no cost to you, including the shipping and any cold pack packaging paid for it. If we need the item back, we send a prepaid return label.

If tracking shows no movement for 7 business days, or an order is marked delivered but has not reached you, contact us within 30 days of dispatch. We open a claim with the carrier and, once it is confirmed lost, reship the order or refund it in full.

If an order cannot be delivered because the address given at checkout was incorrect or incomplete, we will contact you to arrange a new delivery, with the extra shipping charged to you.

Refunds go back to the card or payment method used for the order, for the amount actually paid after any discount. We issue an approved refund within 5 business days; your bank may take another 5 to 10 business days to show it on your statement.

Please contact us first if anything is wrong with an order: we answer Monday to Friday and resolve most problems quickly. This policy does not affect your rights under applicable law or your right to dispute a charge with your card issuer.