Frequently Asked Questions
Everything you need to know about ordering, shipping, testing, packaging, and support at ELMNTPEP.com.
Orders & Shipping
Where do you ship?
We currently ship within Canada only.
How long does shipping take?
Most orders are processed quickly, and many ship within 1 business day. Delivery times vary by location, but most domestic orders arrive within 1–3 business days after shipment. Rural or remote areas may take longer.
Is tracking included?
Yes. Tracking is provided once your order has shipped. If you do not see a tracking email, check your spam or junk folder first.
Is packaging discreet?
Yes. Orders are packed discreetly for privacy and a clean delivery experience.
Can I change or cancel my order?
If your order has not been processed yet, we may be able to help. Contact us as soon as possible after placing the order. Once an order has been packed or shipped, changes may no longer be possible.
What happens if my package is delayed?
Carrier delays can happen. Start by checking your tracking link for the latest update. If the package appears stalled longer than expected, contact us and we will review it with you.
What if my order arrives damaged?
If your package arrives damaged, contact us promptly with your order number and clear photos of the package and contents so we can review the issue.
Products & Quality
Are your products batch tested?
Yes. Batch testing documentation is available for current inventory.
Can I view certificates of analysis (COAs)?
Testing documentation is available. Certificates of analysis will be posted to the site as they become available.
How can I identify my batch?
Keep the product label and lot or batch identifier, where present. Include that identifier and your order number when contacting support.
Are your products ready to use?
Products sold in lyophilized form require reconstitution before research use. Reconstitution supplies, where needed, must be obtained separately.
Returns & Refunds
What is your refund and return policy?
Due to the nature of our products, all sales are final. We are unable to accept returns once an order has been processed or shipped.
What if there is an issue with my order?
If something is wrong with your order, contact us as soon as possible. We review order issues case by case and aim to resolve legitimate problems fairly and quickly.
Research Use
Are your products for human use?
No. All products sold on ELMNTPEP.com are intended for research purposes only and are not for human consumption.
Do you provide dosing or medical advice?
No. We do not provide medical advice, treatment guidance, or personal dosing recommendations.
Support
How do I contact support?
Use the contact form on the site or the support email listed on the Contact page. Including your order number helps us assist you faster.
How quickly do you reply?
We aim to respond as quickly as possible and keep communication straightforward.
Need More Help?
If your question is not covered here, please reach out through our Contact page and we’ll point you in the right direction.