48-Hour Replacement Guarantee

48-Hour Replacement Guarantee

Every order from Prescott Bio Canada is covered by a 48-hour replacement guarantee on defective and mis-shipped items. If a vial arrives damaged, leaking, or contaminated — or if we shipped the wrong SKU or missed an item — email support within 48 hours of the carrier’s delivery scan and we will replace it at our cost.

This is a lot-level, batch-traceable guarantee. It is not a satisfaction guarantee, and it does not replace the standard refund policy for buyer’s-remorse returns of unopened product.

What’s covered

• Physically defective vials — visibly leaked, cracked, damaged crimp cap, dislodged stopper, or visible contamination in the powder or reconstituted solution.
• Missing items — your order is short one or more line items compared to your packing slip and order confirmation.
• Wrong SKU shipped — you received a different peptide, dosage, or vial size than what appears on your order.
• Transit damage — the outer parcel arrived crushed or opened and the contents are compromised.

What’s not covered

• Customer misuse — improper reconstitution, storage above manufacturer-recommended temperature, or handling that would void the CoA-stated stability window.
• Expired reconstituted product — reconstituted peptides have a limited shelf life; degradation after that window is not a defect.
• Change of mind on unopened product — this is handled by the standard 14-day return policy documented on the refunds page, not by this guarantee.
• Shipping delays — carriers occasionally delay parcels. See “Does the guarantee cover shipping delays?” in the FAQ below.
• Requests filed after the 48-hour window — we still review these on a case-by-case basis but they fall outside the automatic guarantee.

How to request a replacement

1. Email support@prescottbiopeptides.st within 48 hours of the carrier’s delivery scan (not the day you opened the box).
2. Include your order number in the subject line.
3. Attach photos. For a defective vial: at least one photo of the vial itself and one of the outer parcel. For a missing item: a photo of the packing slip alongside the received contents. For a wrong SKU: a photo of the label on the vial you received.
4. Keep the vial. Do not discard it. In rare cases we ask you to ship it back (prepaid label provided) so our QC team can inspect it — this feeds directly back into our testing methodology.

Timeline

• Initial response: within 24 hours of receiving your email. If your request is straightforward, we approve the replacement in the same reply.
• Replacement dispatched: within 3 business days of approval, from our Richmond, BC warehouse. Standard shipping speeds apply from there — typically 2–4 business days across Canada.
• Complex cases (missing lot, back-order, need for QC inspection) can extend the dispatch window. If that happens, we tell you the revised timeline in the approval email — no silent delays.

Escalation

If a replacement request is not being resolved to your satisfaction — response is late, replacement is not what was promised, or the exchange with support has stalled — escalate directly to founder@prescottbiopeptides.st. Escalations are read personally and answered within one business day. Please include the original support ticket reference so context isn’t lost.

Full policy summary

Prescott Bio Canada Inc. warrants that every vial shipped is the SKU shown on the packing slip, is free of visible physical defects at the time of dispatch, and matches the certificate of analysis associated with its lot number. If the vial arrives in a condition that violates that warranty, we will replace the vial at no cost to you, provided the request is filed within 48 hours of the carrier’s delivery scan, is accompanied by photographic evidence of the defect, and the vial is retained until we confirm inspection is not required. Replacement is the sole and exclusive remedy under this guarantee; consequential damages (including but not limited to lost research time, spoiled experiments, or downstream reagent cost) are not covered. This guarantee is in addition to — not in lieu of — any statutory rights you may have under Canadian consumer protection law.

Frequently asked questions

Do I need to return the defective vial?

Usually no — a clear photo of the defect is enough for us to approve the replacement. In a small number of cases (recurring lot issue, contamination concern, or a defect our QC team wants to inspect physically) we will ask you to ship the vial back on a prepaid label. Keep the vial until we confirm you can dispose of it, so we do not lose the option.

What if the defect isn’t visible until reconstitution?

Reconstitution-visible defects — cloudy solution that should be clear, particulate matter that only appears after adding solvent, or a color mismatch versus the CoA description — are covered even if you notice them past the 48-hour window, provided you reconstitute within a reasonable timeframe. Email support with photos of the reconstituted vial and your reconstitution details (solvent used, volume, storage temperature). We will not decline a legitimate reconstitution defect on a technicality.

How is the replacement shipped?

Replacements ship from the same Richmond, BC warehouse as your original order, using the same carrier and service level. If your original order qualified for free shipping, the replacement ships free as well. You do not pay any shipping cost on a covered replacement, regardless of order value.

Does the guarantee cover shipping delays?

No — this guarantee is scoped to defects and shipping errors, not carrier transit performance. Carriers occasionally delay parcels, especially during winter weather or holiday peaks. If a parcel is tracking-stuck for more than 7 business days past its estimated delivery date, contact support anyway — we can open a trace with the carrier on your behalf and, at our discretion, dispatch a replacement while the trace resolves.