HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We answer messages and emails in the order they are received and we try to respond as promptly as possible. We mostly reply within 24 hours of receiving a message or email.
DO YOUR COOLERS AND FRIDGES ACTUALLY FREEZE, OR JUST REFRIGERATE?
Our powered coolers and travel fridges are built to hold low, stable temperatures rather than simply chilling. Each product page lists its exact temperature range, so you can choose the unit that matches your storage needs.
WILL YOUR CASES FIT MY VIALS?
Our vial cases are sized for standard 5ml to 10ml vials and hold anywhere from 9 to 15 vials depending on the model. Check the slot count and dimensions on each product page to find the right fit for your setup.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Once an order is placed, our warehouse can pack and ship it within 24 hours, so it is not always possible to process address change requests. If you notice an error, please email us as soon as possible with your name and order number so we can try to correct your package before it departs. There is no guarantee we can make the change once it leaves our warehouse, but we will do everything we can.
HOW LONG IS THE PROCESSING PERIOD?
Order processing times are between 1 to 3 business days after the day you placed your order. Most packages are prepared within 24 hours, but if our warehouse is exceptionally busy processing times may extend up to 3 business days.
WILL MY ORDER COME IN ONE PACKAGE?
Depending on the size of your order, you may receive separate packages that could arrive 1 to 2 business days apart.
WHAT IF AN ITEM IS OUT OF STOCK OR BACKORDERED?
If any of your items are out of stock, we will email you to let you know when we expect to ship them. If the items are not expected to be restocked within 2 weeks, we will automatically refund you for those items.
HOW CAN I TRACK MY ORDER?
Simply use the Track Your Order link in the main menu and enter your tracking number to see where your package is. If you need further assistance, we are always happy to help.
WHY IS MY TRACKING NUMBER NOT WORKING?
Tracking numbers sometimes take a day or two to update after your order ships. If your order is domestic and the tracking number still does not work after that, please let us know so we can make sure your items were properly shipped.
I RECEIVED A DAMAGED ITEM. WHAT DO I DO?
We are sorry your shipment did not arrive in perfect condition. Please contact us with your name and order number and we will make it right.
WHAT DO I DO IF SOMETHING IS MISSING OR DAMAGED IN MY ORDER?
If any purchased items are missing or damaged, please contact us immediately so we can resolve the issue. Our 30-day Money-Back Guarantee has you covered, so reach out within that window. You can use the Contact Us page or email us at support@peptidefreezer.com.
