GET ANSWERS. Everything people ask us most — ordering, shipping, quality, storage, the works. Still stuck? The Help Center goes deeper on all of it.
Ordering & Shipping
11 answers
When does my order ship? We move fast. Orders placed before 10:00 AM Pacific Time on a business day ship the same day. Orders placed after 10:00 AM PT , or on a weekend or holiday, ship the next business day.
How long will delivery take? Most Canadian orders arrive within 1–3 business days after shipment. Depending on carrier timing and your location, some deliveries may take 3–5 business days.
Where do you ship? We currently ship within Canada only, from Vancouver , by Canada Post .
Do you ship internationally? Not at this time. Pep Hub currently ships within Canada only.
Anything I should check before ordering? Please make sure peptides are legal to purchase and possess in your province or territory before placing an order.
What are my shipping options? Xpresspost (1 to 3 business days, $20 CAD) or Priority (1 to 2 business days, $40 CAD) , chosen at checkout.
When is shipping free? Xpresspost is free on orders over $150 CAD.
Will I get tracking? Yes. Once your order ships, you’ll receive a tracking number by email. Please check your spam or junk folder if you don’t see the tracking email.
Do my peptides ship cold? Yes. We ship with ice packs in insulated packaging as an added precaution. Lyophilized (freeze-dried) peptides are generally stable at room temperature for up to 60 days, so normal shipping times are safe even if the ice packs have softened by delivery.
After delivery, store dry/lyophilized vials in the refrigerator (2 to 8 °C) for up to 6 months, or in the freezer (−20 °C or colder) for up to 2 years.
My package arrived warm. Is it ruined? No. Warm arrival after a short transit does not mean your peptides are ruined. In lyophilized, dry form, peptides are generally stable at room temperature for up to 60 days, so normal shipping times are safe.
We also ship with ice packs in insulated packaging as an added precaution. After delivery, store lyophilized vials in the refrigerator (2 to 8 °C) for up to 6 months, or in the freezer (−20 °C or colder) for up to 2 years.
Is the packaging discreet? Yes. There’s no mention of Pep Hub on the outside of the package, and your card statement will not show “Pep Hub” or “Peptides” .
Can I change my shipping address? If the order has not shipped yet, reply with the full new address and we’ll update it before it leaves. Once it has shipped we cannot redirect it. If a parcel is returned to us, we can re-ship it for an additional shipping charge .
Can I cancel or change my order? Contact support as soon as possible after placing the order. If the order has not entered processing or shipped, we’ll do our best to help. Once an order has shipped, it cannot be cancelled or redirected.
My package looks delayed. What now? Check the tracking link first. If the package appears delayed beyond the expected delivery window or shows a delivery issue, contact Pep Hub support with your order number and tracking information.
We can review the shipment with the carrier and determine the appropriate next step. Once a parcel is 10 business days past its expected delivery date , we open a trace with Canada Post .
Returns, Refunds & Order Issues
6 answers
What if I’m not happy with my order? We offer a 30-day satisfaction guarantee . If you're not satisfied with your order for any reason, contact support within 30 days and we can refund the order. This is a satisfaction guarantee, not a product-return program.
Do I have to send my peptides back? No. We don’t require customers to return peptide products for satisfaction support. We don’t accept returned peptide products because returning product into Pep Hub’s control conflicts with GMP handling standards.
What if my order comes back to you? If a carrier returns an order to sender and we receive it unopened, we can re-ship that order for an additional shipping charge . This is the only return scenario where re-shipping the same order is appropriate.
Something arrived damaged. What do I do? Contact Pep Hub support right away and include photos of the packaging and product. We’ll review the issue and assist with a replacement or refund as appropriate. Do not send peptide products back unless support gives specific instructions.
I got the wrong item. What do I do? Contact Pep Hub support right away with your order number and photos of what you received. We’ll review the issue and make it right. Do not return peptide products unless support gives specific instructions. Returned peptide products are not restocked.
How long do refunds take? Refunds go back to the original payment method within 3 to 10 business days “.
Products & Quality
25 answers
What are peptides, exactly? Peptides are short chains of amino acids that act as signaling molecules. They are studied for roles in areas such as tissue repair, metabolism, hormone signaling, immune function, cognition, skin health, and recovery.
Everything we publish is educational and research-oriented, and is not medical advice.
What kinds of products do you carry? Peptides and peptide cycles organized around goals such as weight management, healthy aging, muscle and performance support, libido, cognitive function, skin and tissue support, immunity, sleep, and recovery.
Are your products medical treatments? No. Products on Pep Hub are intended for research purposes only and are not medical advice. Pep Hub products are sold for research purposes only. They are not presented as prescription medications or as medical treatment. Customers should consult a qualified healthcare professional before making health decisions.
How do you control quality? Pep Hub uses GMP-aligned quality practices, traceable third-party testing, batch tracking, and transparent COA documentation.
Where do I find the lab report for my vial? Customers can search Certificates of Analysis by peptide or by the batch number on the vial in The Receipts. Find the batch number printed on your vial, then search for it in The Receipts — or run it through Check Your Vial.
I can’t find a batch number on my vial. Help! The most common reason is that the batch label came off during shipping. Check everything the order arrived in: the box, the bubble mailer, the container and the wrap.
If you still cannot find it, contact Pep Hub support with your order number. We look up the most recent batch of that product in The Receipts and send you the batch number with the link to its test result.
If the label cannot be found and you are not satisfied, we re-ship the vial at no cost “.
Who does your testing? Every Pep Hub batch is tested by Axis Analytical, an independent lab in Surrey, British Columbia — the reports live in The Receipts. Open the certificate for your batch there, or run your lot through Check Your Vial to see it.
Why isn’t every peptide held to 99% purity? Not every peptide behaves the same way in lab testing. Some compounds are longer, more structurally complex, modified, mixed, or biologic in nature, which makes a blanket 99% RP-HPLC purity threshold less appropriate.
In those cases, the product is reviewed against a product-specific third-party standard instead, based on the analytical limitations of the testing method for that compound and the specification the laboratory applies to it. A lower purity percentage does not automatically mean a batch failed. The key question is whether the batch met the correct release standard for that product.
Most batches test above 99% purity. Every batch is released against the third-party specification appropriate to that peptide: greater than 98% for most products, greater than 90% for a few structurally complex ones.
The specification each batch was judged against is shown alongside its result in The Receipts.
So a result under 99% isn’t a failed batch? No. A result below 99% does not automatically mean a batch failed. What matters is whether that batch passed the correct release specification for that specific product. Some products are intentionally evaluated against a different threshold because of how they behave under laboratory analysis.
Analytical testing carries a margin of error, and a result can land marginally below a specification without reflecting a real difference in the material. Where a batch falls short by a very small margin, under half a percentage point, it is reviewed individually rather than rejected automatically.
A batch released on that basis is published with its real result and is not marked as conforming, so the certificate and the figure shown on our site always agree.
What does RP-HPLC purity actually measure? RP-HPLC purity reflects how a sample separates under a specific laboratory method. It is a useful testing tool, but it does not mean every compound can or should be judged by the exact same numerical threshold. The result must be interpreted in the context of the product being tested.
Some peptides are relatively simple and separate cleanly on routine RP-HPLC testing. Others are more difficult to evaluate because of their size, structure, modification, or composition. That means two products may require different release standards even if both are tested by a third-party lab.
Which products use a different standard?
- Epitalon is a short, highly polar peptide that does not retain well under standard reversed-phase conditions. The laboratory analyses it by HILIC-HPLC rather than RP-HPLC and applies a 90% specification.
- IGF-1 LR3 is a longer and more structurally complex peptide than many common products. Because of that complexity, it is evaluated against a product-specific third-party purity standard of 90% or higher rather than a universal 99% rule.
- NAD+ is not a peptide, and it is inherently accompanied by its own degradation products; the certificate notes ADP-ribose and nicotinamide. A purity figure benchmarked against a single-compound peptide standard is therefore not the right measure, and the laboratory applies a 90% specification.
- ACE-031 is a more complex biologic-style compound, so it is not judged the same way as a standard small peptide. Instead of applying a blanket 99% purity rule, it is released against a third-party purity specification of 90% or higher, alongside a product-appropriate quality standard.
- Cerebrolysin is different because it is a peptide mixture rather than one single defined peptide compound. A blanket single-number purity threshold is not the most appropriate way to evaluate a mixed product, so it is reviewed using a product-specific identity and composition standard instead.
Does a lower percentage mean lower quality? No. A lower percentage does not automatically mean lower quality. It may simply reflect that the product is being measured under the correct standard for its structure and analytical behavior. Passing the right specification is more meaningful than comparing every product to the same number.
Using one number for every product may sound simpler, but it can actually be less accurate. A product-specific release standard is often more honest and more scientifically appropriate because it reflects what the compound actually is and how it behaves during testing.
The best first question is not “Why is this below 99%?” but “What was the release standard for this product, and did this batch meet it?” That usually gives a much clearer and more accurate understanding of the result.
Do you test for heavy metals and endotoxins? Each batch is tested for purity before release. Heavy metal and endotoxin testing are performed periodically as part of broader method verification and quality assurance, rather than on every individual batch. When those reports are available, they are included in The Receipts database.
Account Sign-in
1 answer
How do I sign in? Customers sign in with a magic link sent to their email address. There is no password unless you set one, and the magic link is the reset.
The Partner Program for affiliates and practitioners is coming soon — when it launches, partners will sign in to the affiliate portal with their account email, never a username.
Storage & Handling
6 answers
Why do my peptides arrive as powder? Peptides are shipped as a freeze-dried powder (also called lyophilized) to preserve purity, stability, and effectiveness.
Do I need to mix them? Most injectable peptides must be reconstituted with bacteriostatic water before injection. Exceptions include oral products such as MK-677.
How long do unmixed peptides keep? Unmixed lyophilized peptides are generally stable at room temperature for up to 60 days, which is why normal short shipping times are safe. After delivery, keep lyophilized vials refrigerated (2 to 8 °C) for up to 6 months, or frozen (−20 °C or colder) for up to 2 years.
How long do mixed peptides keep? Once reconstituted with bacteriostatic water, peptides should be kept in the refrigerator and used within 45 days unless the product label or protocol says otherwise.
What’s the best way to store vials? After delivery, keep unopened dry/lyophilized peptides in the refrigerator (2 to 8 °C) for up to 6 months. For longer-term storage, keep them in the freezer at −20 °C or colder, where they can remain stable for up to 2 years. Keep vials tightly capped, upright, protected from light and moisture, and avoid repeated temperature swings where possible.
Once reconstituted, peptides should be stored in the refrigerator at 2–8°C and used within 45 days unless the product label or protocol says otherwise. Do not freeze reconstituted peptides unless the specific protocol allows it.
Yes — dry/lyophilized peptides can be kept in the freezer for longer-term storage up to 2 years. An unopened vial keeps in the refrigerator (2 to 8 °C) for up to 6 months. Reconstituted peptides should generally not be frozen unless a specific protocol allows it.
What is bacteriostatic water? Bacteriostatic water is sterile water that contains 0.9% benzyl alcohol. It is commonly used to reconstitute multi-dose peptide vials because it helps inhibit bacterial growth. Sterile water may be used for single-use applications, but bacteriostatic water is generally preferred for multi-dose vials.
Getting Started, Reconstitution & Use
8 answers
I’m brand new. Where do I start? Start with our beginner guide in the Help Center: I’m New to Peptides — Where Do I Start? It covers safety, supplies, reconstitution, and first injections. Additional helpful resources include the reconstitution guide, injection guide, and the Pep Hub Starter Kit.
How do I reconstitute a peptide? Use sterile bacteriostatic water. Wipe the vial stopper with alcohol, slowly add the recommended volume of bacteriostatic water down the inside wall of the vial, and do not shake. Gently roll or tilt until the solution is clear. For step-by-step instructions, use our reconstitution guide in the Help Center.
What supplies do I need? Common starter supplies include bacteriostatic water, insulin syringes, reconstitution syringes, alcohol pads, and a sharps container. Pep Hub offers a Starter Kit with core supplies. Use the starter kit code for 25% off your first kit.
What syringe and needle do I use? Most peptides are injected subcutaneously. A typical choice is a 0.3–1.0 mL insulin syringe with a 29–31G needle. Needle length depends on body type and injection method — see the detailed syringe guide in the Help Center for specific selection.
Where do I inject? Most subcutaneous peptides are commonly injected into the abdomen, outer thigh, or upper-outer arm. Rotate sites to reduce irritation. Avoid higher-risk areas such as the inside of the leg for subcutaneous peptide injections.
Can I stack peptides? Many peptides can be stacked because they act on different pathways, but compatibility depends on the specific peptides, timing, tolerance, and the customer’s health context. Use our peptide library and dosing guides for educational protocol information, and consult a qualified healthcare professional before starting or combining peptides.
How do I work out my dose? Use the Pep Hub Dosage Calculator. Enter the vial size, how much bacteriostatic water was added, and the target dose. The calculator returns syringe units on a 1 mL / 100-unit insulin syringe.
Where do I find side effect information? Every peptide in Pep Hub’s library has a Potential Side Effects section. We also maintain a peptide safety and side effects category in the Help Center. This information is educational and is not medical advice. Always consult a qualified healthcare professional before making health decisions.
Payment, Support & Programs
6 answers
How can I pay? Pep Hub accepts Interac e-Transfer for any order amount and credit card (Visa or Mastercard) for orders up to $400 CAD. Choose the option that works best for you at checkout. Prices on the Canadian site are listed in Canadian dollars.
How do I reach you? You can reach us through the Contact page in the Help Center anytime.
Is there a first-order discount? Yes — you can join Pep Hub for 15% off your first order of $100 or more with our welcome code. The Starter Kit promotion is 25% off your first Starter Kit.
My discount code won’t work. What’s up? If you’re trying to use the welcome code, first check your order total — the code applies to orders of $100 or more. If your order is $100 or more and the code still will not work, the system may have already recognized it as used on your account. This can happen if you previously started an order, applied the code at checkout, then left the site and came back later.
Please try the alternate welcome code instead (it has the same $100 minimum) . If that still does not work, please contact us and we can escalate it for review.
What is the Partner Program? Coming soon. The Pep Hub Partner Program will let eligible affiliates and partners refer customers to Pep Hub and earn commission, with their own affiliate link and coupon code in a partner portal. It hasn’t launched yet — message live support on WhatsApp (agents available 10am–10pm) to join the early list.