Question 1

How long does it take to process my order?

Accepted Answer

Orders placed before 14:00 CET on a working day are typically packed and dispatched the same day. Orders placed later or on weekends ship the next working day.

Question 2

Can I change or cancel my order after placing it?

Accepted Answer

If your order hasn't shipped yet, email support@innercirclelabs.net with your order number and we'll update or cancel it. Once it has shipped we can no longer change the contents.

Question 3

Do you offer subscriptions?

Accepted Answer

Yes — selected products support a subscribe-and-save option at checkout. You can pause, skip, or cancel any time from your account.

Question 4

Can I add items to an order I just placed?

Accepted Answer

If we haven't picked your order yet, contact support quickly and we'll try to combine the orders. Otherwise place a second order — we can sometimes refund duplicate shipping.

Question 5

What happens if an item in my order is out of stock?

Accepted Answer

We'll email you immediately with options: wait for restock, swap for a similar product, or partial refund and ship the rest.

Question 6

Do you accept bulk or wholesale orders?

Accepted Answer

Yes. Email wholesale@innercirclelabs.net with the products and quantities you need and we'll send a quote with tiered pricing.

Question 7

Can I order without creating an account?

Accepted Answer

Yes — guest checkout is supported. Creating an account lets you track orders, save addresses, earn loyalty points, and re-order in one click.

Question 8

How do I find my order number?

Accepted Answer

It's in the order confirmation email and visible under Account → Orders. The format is PP-XXXXXX.

Question 9

Can I order on behalf of a company?

Accepted Answer

Yes. Add your company name and VAT ID at checkout and we'll issue a B2B invoice with reverse-charge VAT where applicable.

Question 10

Why was my order placed but no email arrived?

Accepted Answer

Check your spam folder and confirm the email address on the order. If it's still missing, contact support and we'll resend it.

Question 11

Can I edit the shipping address after ordering?

Accepted Answer

Address changes are possible until the order is packed. Contact support immediately with the corrected address.

Question 12

Do you offer gift wrapping or gift messages?

Accepted Answer

Not at this time — our packaging is plain and discreet by design.

Question 13

Is there a minimum order value?

Accepted Answer

No minimum. Free shipping kicks in over €99.

Question 14

Can I split shipping addresses across one order?

Accepted Answer

Not in a single order. Place separate orders if items need to go to different addresses.

Question 15

How do I view past orders?

Accepted Answer

Sign in and go to Account → Orders. You'll find every order, status, tracking, invoice, and a re-order button.

Question 16

Why is my order still 'pending'?

Accepted Answer

Pending means we've received the order but payment hasn't cleared yet. Crypto and bank transfers can take longer to confirm.

Question 17

Can I get a quote before ordering?

Accepted Answer

For standard products, the price you see is the price you pay. For wholesale, request a quote.

Question 18

Do you ship samples?

Accepted Answer

We don't sell single-use samples, but smaller starter sizes are available on most products.

Question 19

Where do you ship from?

Accepted Answer

All orders ship from our EU fulfilment centre with full tracking and insured delivery.

Question 20

Which countries do you ship to?

Accepted Answer

We ship across the EU, UK, Switzerland, and Norway. For other regions, please contact support before ordering.

Question 21

How is the cold chain maintained?

Accepted Answer

Temperature-sensitive products are shipped with insulated packaging and ice packs sized to the destination transit time.

Question 22

How long does delivery take?

Accepted Answer

EU: 2–4 working days. UK: 3–5 working days. Switzerland/Norway: 4–7 working days. You'll get a tracking link as soon as it ships.

Question 23

How much does shipping cost?

Accepted Answer

Standard shipping starts at €6.90 in the EU. Free over €99. Express options shown at checkout.

Question 24

Do you offer express shipping?

Accepted Answer

Yes — express options appear at checkout for most countries (1–2 working days within the EU).

Question 25

Will I have to pay customs or import duties?

Accepted Answer

EU orders: no. UK and Switzerland: orders may attract local VAT/duties on delivery, charged by the carrier.

Question 26

Is shipping discreet?

Accepted Answer

Yes. Plain outer packaging with no branding or product names visible.

Question 27

Do I need to be home to sign for delivery?

Accepted Answer

Most orders require a signature. If you miss the courier, they'll leave a card with rescheduling options.

Question 28

What carriers do you use?

Accepted Answer

We use DHL, DPD, and UPS depending on destination and product type.

Question 29

Can I ship to a parcel locker or pickup point?

Accepted Answer

Yes — at checkout you can choose a pickup point in supported countries.

Question 30

My tracking hasn't updated — what should I do?

Accepted Answer

Tracking can take 24h to show movement. If there's no update after 48h, contact support with your order number.

Question 31

What if my package is lost in transit?

Accepted Answer

Every shipment is insured. Contact support after 7 working days from dispatch and we'll open a claim and either resend or refund.

Question 32

What if my package arrives damaged?

Accepted Answer

Take photos of the outer box and contents before unpacking further, then email support within 48h. We'll replace or refund.

Question 33

What if the cold pack has melted on arrival?

Accepted Answer

Our cold packs are sized for double the standard transit time, so a melted pack alone doesn't mean the product is compromised. If anything looks off, photograph it and contact us.

Question 34

Can I change the delivery address after the order has shipped?

Accepted Answer

Some carriers allow address changes via their tracking page. Otherwise contact support — we may be able to redirect.

Question 35

Do you ship to PO boxes?

Accepted Answer

No — we require a street address for signed delivery.

Question 36

Do you ship outside the EU/UK?

Accepted Answer

Currently we only ship within the EU, UK, Switzerland, and Norway. Sign up to be notified when we expand.

Question 37

Can I combine shipping with a friend's order?

Accepted Answer

Place a single order to one address — that's the simplest way to share shipping.

Question 38

Why is shipping more expensive to my country?

Accepted Answer

Shipping costs vary by carrier rates, distance, and customs handling. Free shipping over €99 applies everywhere we ship.

Question 39

Do you offer Saturday delivery?

Accepted Answer

In selected EU countries via DHL Saturday — choose it at checkout if available for your address.

Question 40

Are your products tested?

Accepted Answer

Every batch is third-party tested for identity and purity. Certificates of analysis are available on the Quality page.

Question 41

How should I store my products?

Accepted Answer

Most peptides are best stored refrigerated (2–8 °C). Specific guidance is on each product page under the 'Storage' tab.

Question 42

What does 'research use only' mean?

Accepted Answer

Our products are sold strictly for laboratory and research purposes. They are not intended for human consumption or therapeutic use.

Question 43

What's the shelf life of unopened vials?

Accepted Answer

Lyophilized peptides stored at 2–8 °C typically last 24 months from manufacture. Check each product page for the exact figure.

Question 44

How long do reconstituted peptides last?

Accepted Answer

Once reconstituted with bacteriostatic water, most peptides are stable refrigerated for 28 days. Some are shorter — check the product page.

Question 45

What's the difference between vials and pens?

Accepted Answer

Vials are lyophilized powder you reconstitute yourself. Pens are pre-filled, ready-to-use devices with built-in dosing.

Question 46

Do pens need refrigeration?

Accepted Answer

Yes. Store unused pens at 2–8 °C. Once in use, most pens can be kept at room temperature for up to 28 days — see the product insert.

Question 47

What's bacteriostatic water?

Accepted Answer

Sterile water with 0.9% benzyl alcohol added as a preservative. It's the standard solvent for reconstituting peptides.

Question 48

Do you sell bacteriostatic water?

Accepted Answer

Yes — it's listed under Accessories. Most customers add it to their order alongside vials.

Question 49

Do you sell syringes and needles?

Accepted Answer

Yes, in our Accessories section. Choose from insulin syringes, draw-up needles, and alcohol swabs.

Question 50

What size syringe should I use?

Accepted Answer

Insulin syringes (U-100, 0.3 mL or 0.5 mL) are standard for most peptide doses. Read the relevant chapter in the Peptide Protocol to confirm.

Question 51

Can I see the COA for my batch?

Accepted Answer

Yes — every shipment includes a batch number. Look it up on our Quality page or request the PDF from support.

Question 52

Are your products vegan?

Accepted Answer

Synthesized peptides are produced chemically without animal-derived ingredients. Pen excipients are also vegan unless stated otherwise.

Question 53

Are your products gluten-free?

Accepted Answer

Yes — peptides themselves are gluten-free. Excipients used in pens do not contain gluten.

Question 54

Where are your peptides manufactured?

Accepted Answer

In GMP-certified facilities in the EU. Each batch is produced, lyophilized, and tested to pharmaceutical-grade standards.

Question 55

What's the typical purity of your peptides?

Accepted Answer

≥98% by HPLC for all standard products. Many batches test ≥99%.

Question 56

How are products packaged?

Accepted Answer

Each vial is sealed in a tamper-evident carton with a batch number, expiry date, and product insert. Pens come in their own retail box.

Question 57

Can I see what's in stock?

Accepted Answer

Yes — the shop page shows live stock. Out-of-stock items have a 'Notify me' button.

Question 58

What if I'm not sure which product is right?

Accepted Answer

Browse the Peptide Protocol or contact support — we'll point you to the relevant chapter rather than recommending a specific protocol.

Question 59

Do you sell research chemicals other than peptides?

Accepted Answer

Currently we focus on peptides, peptide accessories, and lab consumables. Sign up to the newsletter for new categories.

Question 60

How do I reconstitute a peptide?

Accepted Answer

Add bacteriostatic water slowly along the side of the vial, swirl gently (don't shake), and let it dissolve fully. The Peptide Protocol has a step-by-step guide.

Question 61

What's the difference between mg and mcg?

Accepted Answer

1 mg = 1000 mcg. Most peptide doses are in the mcg–mg range — always double-check before measuring.

Question 62

Why is my peptide cloudy after reconstitution?

Accepted Answer

Some peptides are naturally cloudy or form a fine suspension. If yours should be clear and isn't, contact support with the batch number.

Question 63

Can I freeze reconstituted peptides?

Accepted Answer

Some peptides tolerate freezing in single-use aliquots; others lose potency. The product page lists what's compatible.

Question 64

What payment methods do you accept?

Accepted Answer

All major credit and debit cards, Apple Pay, Google Pay, SEPA bank transfer, and selected cryptocurrencies (BTC, ETH, USDT).

Answers, on the record.

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