Peptide order arrived damaged or short: document the claim

The first 30 minutes: capture before you move anything

Claim windows in this market are short, so evidence capture has to happen at receipt, not after a reply from support. Open the parcel somewhere you can photograph each layer, and keep everything until the claim is settled. USPS gives the same advice for its own claims: save the original packaging and everything in the package. [6]

• Outer box from all sides, including the shipping label and any crush, puncture or water marks.
• The carrier's delivery record or tracking screen showing the delivery date and time.
• Inner packaging as found, before removing items: void fill, insulation, coolant, seals.
• Each item with its label legible: product name, quantity, lot number.
• Close-up of the damage: cracked vial, broken seal, loose powder, missing cap.
• Packing slip or invoice next to the received items, so shortages are visible.
• A written note of who opened it, when, and what was observed, signed and dated.

What the published policies say

We read these pages on 29 October 2026. Policies change; save the version in force on your order date.

Carrier or supplier: who handles what

For damage and shortages, your claim is with the supplier. You bought from the seller, and its policy defines the remedy. Carrier claims are usually a matter between the sender and the carrier, and the supplier may already insure or claim on its own shipments.

Carrier rules still shape your evidence. USPS says either the sender or the recipient may file a claim for insured mail, that damaged or missing-contents claims can be filed immediately and no later than 60 days after mailing, and that claims need evidence of insurance, proof of value and, for damage, photos. [6] You will not usually hold the mailing receipt, so ask the supplier whether the parcel was insured and whether it will file. Note the OMNI wording conflict in the table: its terms move risk to you when the parcel is handed to the carrier, while its returns policy says responsibility transfers once the carrier marks it delivered. [1] [2] Quote the more favourable written term in your message and ask which applies.

A complete claim message

Send one message that support can act on without asking follow-up questions. Use the support address published on the supplier's own site and keep a copy.

Template: "Order [number], delivered [date and time per tracking]. On opening at [time] we found: [item, quantity ordered, quantity received, lot number, description of damage]. Photos attached: outer box (3), inner packaging (2), labels (2), damage close-ups (2), packing slip with items (1). We have kept all packaging. Under your [policy name] dated [date saved], we request [replacement or refund] for the affected items. Please confirm whether this parcel was insured and whether you will file with the carrier. Please reply in writing."

If the shipment was also exposed to heat or delay, record that separately. Our temperature-excursion guide explains how to keep observations distinct from conclusions.

Record fields for the receiving file

Whatever the outcome, the receiving record should show what arrived, what did not, and what was decided. The download template uses lot and order references so the claim links to any later certificate review.

If the claim is refused or ignored

Reply once, quoting the policy wording and your timestamps. If the supplier still refuses and you paid by credit card, the FTC lists charges for things you did not accept or that were not delivered as agreed among billing errors you can dispute in writing within 60 days, and notes that quality disputes require you to have tried the seller first. [7] Our payment methods guide covers the timelines. A claim filed late is often refused outright under these policies, which is why the 48-hour clock matters more than anything else on this page. [1] [3]

Keep the record even if the amount is small. Two refused claims from one supplier are useful evidence the next time you score suppliers. This guide covers receiving records only and gives no guidance on any use of the material.