We stand behind the quality and condition of every order we ship. This policy explains when a refund, replacement, or exchange is available and how to request one.
1. When you're fully covered
Damaged shipment
If your order arrives with broken seals, broken glass, leaking vials, or visibly compromised packaging, we will replace the affected items at no cost to you. Email hello@pepgloco.com within seven (7) calendar days of delivery and attach:
- A photo of the outer box as received.
- A photo of the affected vial(s) with the damage clearly visible.
- Your order number.
We will confirm the claim within two business days and ship a replacement on our next outbound run. No need to return the damaged item — please dispose of it safely.
Incorrect item
If you received a different Product or dose than what your order confirmation shows, email us within fourteen (14) calendar days of delivery with your order number and a photo of what arrived. We will ship the correct item at our cost. If you would prefer a refund instead of a replacement, we will refund the affected line in full once the incorrect item is returned (we provide a prepaid label).
Lost in transit
If tracking shows your package has not moved for more than ten (10) business days after handoff to the carrier, email us. We will open a carrier trace and, if the package is confirmed lost, ship a replacement at our cost. Packages marked “Delivered” by the carrier but reported missing on your end are handled case-by-case — we may ask you to file a stolen-mail report with USPS before re-shipping.
Order cancellation
You may cancel an order for a full refund at any time before it leaves our fulfillment center. Email us promptly with your order number — once a tracking number is generated, the order has shipped and cancellation is no longer possible.
2. What we can't accept
- Opened vials, vials with broken tamper seals, or vials that have been reconstituted.
- Vials that have been stored outside recommended conditions (e.g., left at room temperature for extended periods, exposed to direct sunlight, frozen and thawed repeatedly).
- Orders where the recipient was unavailable and the package was returned to sender — in this case we will hold the order for re-ship at customer's expense for re-shipment postage.
- Buyer's-remorse returns. Because Products are sterile and we cannot resell them once they have left our facility, we cannot accept “changed my mind” returns.
- Coaching / consult fees once the consult has been delivered. Unused coaching credits inside a multi-session package can be refunded on a pro-rated basis at the practitioner's discretion.
3. How refunds are issued
Approved refunds are issued back to the original payment method. Credit-card refunds typically post within 5–10 business days of approval, depending on your issuing bank. Cryptocurrency refunds are issued to the wallet address that placed the order, in the same coin, at the spot exchange rate at the time of the refund. Cryptocurrency price movements between order and refund are not reimbursed.
4. Chargebacks
If you have a problem with your order, please contact us first — we can almost always resolve it directly and faster than your bank can. Initiating a chargeback before contacting us may delay resolution and result in your account being flagged for future orders.
5. How to start
Email hello@pepgloco.com with your order number and a brief description. We aim to respond within two business days, often the same day.