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Muse Biolabs, Research Peptides

Refund and return policy

Last updated: May 21, 2026

Default policy: No refunds, no reships, no return labels

Muse Biolabs sells research-grade biochemical compounds. Once a product leaves our facility, we cannot resell it, even unopened, due to chain-of-custody requirements for research materials.

For this reason:

  • All sales are final. We do not offer refunds.
  • We do not reship orders that were undeliverable due to customer-provided address errors.
  • Orders lost, stolen, or damaged in transit are handled under Shipping Protection, not under this policy. Shipping protection is free on every order and is the only route to a replacement.
  • We do not provide return labels. If a return is approved as an exception, the customer pays return shipping.

By placing an order with Muse Biolabs, you acknowledge and agree to this policy.

Shipping protection

Every order is protected against loss, damage or theft in transit, at no cost and with nothing to add at checkout. This section supersedes anything below it about lost, stolen, or in-transit-damaged packages.

  • Covered: packages lost in transit (tracking stalled 5 or more days), products damaged on arrival, and packages the carrier marked delivered that were never received.
  • Not covered: a wrong or incomplete address entered at checkout, refused or unclaimed packages, carrier delays on an undamaged package, and anything after the package is signed for.
  • Claims: email support@musebiolabs.com with your order number and photos of the packaging and the contents. All claims require photo evidence and are subject to review.
  • Outcome: one replacement per order, shipped at no cost. We do not issue cash refunds.

Full terms, the claim window, and the step-by-step process are on the Shipping Protection page.

Damage claims (the only exception)

If your order arrives physically damaged in transit (broken vial, leaking, crushed packaging that visibly compromised contents), we will review the case for replacement.

Required steps for a damage claim

  • Take photographs immediately upon receipt, before opening anything else. Photos must clearly show:

– The damaged outer packaging

– The damaged product(s)

– The shipping label

  • Email photos to support@musebiolabs.com within 48 hours of delivery
  • Wait for written approval from Muse Biolabs support before discarding anything
  • Do not return the damaged items unless we explicitly request you to

What disqualifies a damage claim

  • Photos taken more than 48 hours after delivery
  • Damage we cannot verify in photos (e.g., reported “potency loss” without visible vial damage)
  • Customer-caused damage (e.g., dropped after delivery, mishandled during reconstitution)
  • Address-related issues (orders sent to wrong address, signature-required deliveries returned to sender)

If approved

We will send a replacement shipment at no charge. Replacements ship same-day if approved before 2 PM Central Time on a business day. We do not refund the original order to your payment method.

Address errors

If you provide an incorrect shipping address and the carrier returns the order to us:

  • We will hold the order for up to 14 days
  • You may pay re-shipping costs to have it sent to the correct address
  • After 14 days, the order is forfeited (no refund)

Lost or stolen packages

Lost and stolen packages are handled under Shipping Protection:

  • Email support@musebiolabs.com with your order number inside the claim window
  • For a package that is still in transit, wait 5 days after the last tracking update before filing
  • Approved claims receive one replacement per order at no cost. We do not refund the original payment method
  • Claims outside the window, and packages refused or returned to sender, are not covered

Order cancellation

You may request cancellation of an order before it ships. If the cancellation request reaches us before the label prints, we will void the order and refund the payment method. Once the label prints, cancellation is no longer possible: the order ships.

Customer service contact

For damage claims (with photos): support@musebiolabs.com

We do not accept phone calls. Phone calls go to voicemail and are not returned. All support flows through email or text.

Sign-off

All replies from our team are signed:

The Muse Biolabs Support Team

Any communication signed differently, or any email claiming to be from us with a different domain, is fraudulent. Verify by replying to support@musebiolabs.com.