Order Cancellation Policy
This page explains when an order placed on Pepticore.co can still be cancelled, how to ask us, how fast a refund reaches you, and why an order becomes final the moment USPS accepts the package from our warehouse. The rules are short, but the timing matters, so please read the cutoff below before you write to us.
Same-day dispatch cutoff. Orders placed before 4:00 PM PT on a business day leave our warehouse that day. If you need to cancel, contact us immediately.
The short version
You can cancel an order free of charge, but only before it is dispatched. Dispatch happens when USPS takes the package from us. Because orders placed before 4:00 PM Pacific Time (PT) on a business day are dispatched the same day, the window can close within hours, so contact us right away by email or phone. Once an order has been handed to the carrier, it can no longer be cancelled. Approved cancellations are refunded in full to the original payment method.
This policy covers cancellations only. Problems with an order that has already arrived, such as damage or a wrong item, are handled under our Return & Refund Policy.
When an order can still be cancelled
We pack and ship quickly, and that speed is the reason the cancellation window is short. An order can be cancelled free of charge only until it is dispatched. An order counts as dispatched at the moment the carrier, USPS, accepts the package from us and it is marked Shipped.
How our dispatch schedule works
Business days are Monday through Friday, excluding U.S. federal holidays, because USPS does not collect on those days. Orders placed before 4:00 PM PT on a business day are dispatched the same day. Orders placed at or after 4:00 PM PT, or on a weekend or federal holiday, are dispatched on the next business day.
After the 4:00 PM PT cutoff, your order waits for the next business day, and you can still cancel during that wait. But do not rely on this. Our team may begin preparing orders early, so the safest approach is always to contact us immediately.
What each order status means for cancellation
Received
Your order is placed, payment is being checked or the order is on hold, and nothing has been packed. Cancel any time before it moves on, at no cost.
Processing
We are picking, labelling or packing. If the package has not yet been accepted by USPS we will try to stop it, but we cannot promise to. The order is cancelled only when we confirm in writing.
Shipped
USPS has accepted the package and tracking is live. The order can no longer be cancelled. See the section on orders that have shipped.
Delivered
The order has arrived, so it is past cancellation. If something is wrong with it, our Return & Refund Policy applies.
You can follow your order on our parcel tracking page. A tracking number can be created shortly before USPS physically collects a package, so a tracking number alone does not always mean the order has left us. Tell us as soon as you spot a problem and we will check the real status.
Who can ask us to cancel an order
The buyer named on the order
The person whose name and email address appear on the order can request a cancellation. We match your request against the email address used at checkout.
A representative of a research organization
If a laboratory, university or company placed the order, an authorized purchasing contact at that organization can make the request. We may ask for confirmation of their role.
Nobody else
To protect your privacy and prevent unauthorized cancellations, we cannot discuss or cancel an order for someone who is not the buyer or the buyer’s authorized representative.
We may ask a few short questions to verify your identity before acting on a request. This protects the buyer, and it is the reason a request sent from a different email address than the one on the order can take longer.
How to submit a cancellation request
Send your request by email or phone. These are the only two channels we monitor for cancellations. Messages sent through social media, order notes, checkout comments or review platforms are not watched for cancellation requests, so they cannot stop an order.
Write or call straight away
Email contact@pepticore.co with the subject line “Cancel order” and your order number, or call +1 (571) 688-3488 during support hours.
Include the details we need
Your order number, the full name and email address on the order, and the shipping ZIP code. A reason is optional. Never send full card numbers or government ID numbers.
We check the order status
We look at where the order is in our dispatch process. Requests that reach us before the cutoff are handled first, in the order we receive them.
Wait for our written reply
We reply by email and aim to do so within one business day. Keep that email, because it is your proof of cancellation.
contact@pepticore.co
Accepted at any hour. Your email is time-stamped when it reaches our inbox, and that receipt time is what we use.
Phone
+1 (571) 688-3488
Monday to Friday, 9:00 AM to 6:00 PM PT. The fastest option when the 4:00 PM PT cutoff is close.
Support hours
Monday to Friday, 9:00 AM to 6:00 PM PT. Requests sent outside these hours are read when we open, and an order may already have shipped by then.
How we confirm, or decline, a request
An order is cancelled only when we confirm it in writing. Sending a request does not cancel the order by itself, and silence from us never means an order was cancelled. Every request ends in one of three outcomes:
Cancelled
The order had not been dispatched. We email you a cancellation confirmation, stop the shipment, and start your refund. The order status changes to Cancelled.
Too late to cancel
The order had already been handed to USPS. We tell you so in writing, give you the tracking details, and the order continues to your delivery address.
We need more information
We could not match the request to an order or verify the sender. We ask for the missing detail, and the request is treated as received at the time we have what we need, unless the order is still undispatched.
Orders cannot be cancelled once they have shipped
Once USPS has the package, the order is final.
When an order has been handed to the carrier it can no longer be cancelled, whatever the reason and however soon after dispatch you contact us. We cannot recall or redirect a package that is in USPS hands, and our cancellation process ends at the moment of handoff.
- Every product we sell is a lot-documented laboratory material. Once it leaves our control, we cannot verify how it has been stored or handled in transit.
- Refusing a delivery, or asking USPS to return a package, is not a cancellation and does not by itself trigger a refund. Please contact us first.
- A change of mind, a change of plan or a duplicate order noticed after dispatch cannot be cancelled once the package is with the carrier.
- The 4:00 PM PT same-day dispatch cutoff is the reason speed matters. A request that reaches us after the handoff cannot be honored, even if you wrote it earlier.
This does not remove any right you have when an order arrives damaged, incorrect, or is lost in transit. Those situations are covered by our Return & Refund Policy and Shipping Policy, and by the law described later on this page.
Refund timeline for approved cancellations
When we approve a cancellation, you get back everything you paid for that order. Here is the path from your request to money back in your account.
Request received
Your email or call is logged with the exact time we received it.
Written confirmation
We confirm the cancellation by email. Requests before the cutoff go first.
Refund issued
We send the refund to your original payment method after our confirmation.
Posted by your bank
Card issuers and banks commonly take 5 to 10 business days to show the credit.
| What was on the order | Refunded when we cancel before dispatch |
|---|---|
| Product price | Refunded in full for every cancelled item. |
| Shipping charge | Refunded in full if you paid one and the whole order is cancelled. |
| Sales tax | Refunded in full where tax was collected on the cancelled items. |
| Cancellation fee | None. We do not charge a fee or keep a restocking amount when an order is cancelled before dispatch. |
| Discount codes | See the section on partial cancellations for how codes and thresholds are recalculated. |
| Refund method | The original payment method only. We cannot send a refund to a different card, account or person. |
Our part of the refund is done once we issue it. After that, the time it takes to appear depends on your card issuer or bank, which we do not control. If your refund has not appeared 10 business days after we told you it was issued, email contact@pepticore.co and we will send you the refund details your bank can use to trace it. See also our Payment Policy.
Partial cancellations and order changes
Cancelling only part of an order
You can ask us to cancel one or more items while keeping the rest, as long as the items you want to cancel have not been dispatched. If your order ships in more than one package, items already handed to USPS cannot be cancelled, but items still waiting can.
Swapping items or changing quantities
We do not edit the contents of an order after checkout. To change what you bought, cancel the order before dispatch and place a new one. The new order follows its own 4:00 PM PT cutoff.
Correcting a shipping address
If you spot a mistake in your address, email us from the address on the order before dispatch. We will confirm in writing whether we could update it. If it is too late, the order ships as placed. Orders can only be shipped to addresses within the United States, and we may decline an address change that would take an order to a state where we cannot lawfully sell the product.
Discount codes and shipping thresholds
If your order used a discount code or qualified for a shipping offer that depends on the order total, cancelling part of it can change whether the offer still applies. In that case the refund is worked out on what you actually paid, and we will show you the calculation in the confirmation email before you decide to go ahead.
Duplicate orders
If you placed the same order twice by mistake, tell us straight away. We treat the second order as a cancellation request and, if it has not been dispatched, cancel it in full.
When Pepticore cancels an order
Sometimes we have to cancel an order ourselves. When we do, we email you the reason, and you receive a full refund of everything you paid, with no fee. These are the situations where this can happen:
Buyer requirements not met
We sell only to buyers aged 21 or over who confirm at checkout that the product is for laboratory research. If we cannot confirm this, or the information provided contradicts it, we may cancel the order. See our Research Use Only Disclaimer.
Sale would break the law
If we reasonably believe that selling or shipping to a particular state, address or buyer would violate federal or state law, we may cancel and refund the order before dispatch.
Payment problems or suspected fraud
A declined or reversed payment, a payment we cannot verify, or signs that a card is being used without permission can lead us to cancel an order and refund any amount already collected.
Product unavailable or on a quality hold
If an item sells out, or a lot is held back because it did not meet our release standards, we cancel that item and tell you. You are never billed for something we cannot supply.
Clear listing or price error
If a price or description was plainly wrong, for example a typing error, we may cancel the order before dispatch and offer you the chance to order again at the correct price.
Address we cannot deliver to
If the address is incomplete, invalid or outside the United States and we cannot fix it with you before dispatch, we cancel the order rather than send it to the wrong place.
We do not cancel an order without telling you, and we do not keep any part of your payment when we are the ones who cancel. Cancellations by us are refunded on the same timeline as the table above.
Shipping delays and your right to cancel
Our promise on timing
We only sell what we expect to ship on the timeline we state. Orders placed before 4:00 PM PT on a business day are dispatched the same day. If we cannot ship within the time we told you, or within 30 days of your order if we gave no time, we will tell you and explain why.
Your options if there is a delay
We will send you a delay notice with a new dispatch date and the choice to keep the order or cancel it for a full, prompt refund. For a delay of more than 30 days, or an open-ended one, we need your clear agreement to continue. If we do not get it, we cancel the order and refund you.
This section applies our obligations under the Federal Trade Commission’s Mail, Internet, or Telephone Order Merchandise Rule, described further below. A delay after USPS has accepted the package is a carrier matter, not a dispatch delay, and is handled under our Shipping Policy.
Payments, charges and billing disputes
Holds and charges
Depending on your bank you may see a pending authorization, which releases on its own, or a completed charge that we reverse. Either way, a cancelled order is returned to you in full through the timeline above.
Please contact us before disputing
If you want an order cancelled, write to us first. We can usually stop an undispatched order within hours, which is faster than a bank dispute. This is a request, not a condition: it never limits your rights below.
Your billing-error rights stay intact
Nothing on this page limits your right to dispute a billing error, an unauthorized charge, or an item you never received with your card issuer or bank under federal law, or under the network rules that apply to your card.
Unauthorized orders
If an order was placed on your account or with your payment details without your permission, contact us immediately at contact@pepticore.co or +1 (571) 688-3488. If it has not been dispatched, we cancel it and refund it in full, and we look into how it happened. Please also tell your card issuer.
The federal rules behind this policy
FTC Mail, Internet, or Telephone Order Merchandise Rule (16 C.F.R. Part 435)
This rule applies to online orders. It requires us to have a reasonable basis for the shipping time we state, to notify you of delays, to give you the option to cancel when we cannot ship on time, and to refund promptly when you cancel or we cancel. Our shipping-delay and refund commitments on this page are built to meet it.
FTC Act, Section 5 (15 U.S.C. § 45)
The FTC Act prohibits unfair or deceptive practices. That is why our cancellation terms, including the fact that cancellation closes at USPS handoff, are stated plainly here before you buy, with no hidden fees or fine print.
Fair Credit Billing Act and Regulation Z (15 U.S.C. § 1666; 12 C.F.R. § 1026.13)
If you pay by credit card, you can dispute billing errors and unauthorized charges with your card issuer, generally by writing to the issuer within 60 days of the statement that first showed the error. Our refunds are also processed so that credits reach your account within the periods these rules expect.
Electronic Fund Transfer Act and Regulation E (15 U.S.C. § 1693 et seq.; 12 C.F.R. Part 1005)
If you pay with a debit card, these rules give you error-resolution rights with your bank. They sit alongside, and do not replace, the steps described on this page.
E-SIGN Act (15 U.S.C. § 7001 et seq.) and CAN-SPAM Act (15 U.S.C. § 7701 et seq.)
We send cancellation confirmations and delay notices by email, and by placing your order you agree to receive them electronically. These are transactional messages about your order, not marketing.
No general federal "cooling-off" period for online purchases
The FTC’s Cooling-Off Rule (16 C.F.R. Part 429) covers door-to-door and certain other off-premises sales. It does not give a right to cancel an ordinary online purchase after the fact. That is why we build in our own free cancellation window, which lasts until dispatch.
To learn more or report a problem, visit the Federal Trade Commission, the Consumer Financial Protection Bureau, or ReportFraud.ftc.gov.
State rules that apply to your cancellation
We are based in California and ship to buyers across the United States, so state consumer laws apply on top of federal law. To our knowledge, no state gives a general right to cancel an ordinary online product order after it has shipped. Every state does, however, require sellers to describe their terms honestly, refund what they owe, and treat customers fairly. Here is how the most relevant state laws shape this policy. This is a plain-language guide, not legal advice.
Home state
We follow California’s Unfair Competition Law and False Advertising Law (Bus. & Prof. Code §§ 17200, 17500), the Consumers Legal Remedies Act (Civ. Code § 1750 et seq.), and the rule that a retailer must state its return and refund policy clearly (Civ. Code § 1723). This page is our clear statement of when cancellation ends. California privacy rights (Civ. Code § 1798.100 et seq.) cover the details you send us.
Deceptive practices and refund notices
New York’s General Business Law §§ 349 and 350 prohibit deceptive practices and false advertising, and § 218-a expects retailers that limit refunds to say so plainly. We state our no-cancellation-after-shipment rule openly on this page.
Deceptive Trade Practices Act
The Texas DTPA (Tex. Bus. & Com. Code § 17.41 et seq.) covers misleading terms and failure to honor commitments. Our timelines for confirmation and refunds are commitments we intend to keep.
FDUTPA
The Florida Deceptive and Unfair Trade Practices Act (Fla. Stat. § 501.201 et seq.) prohibits unfair or deceptive acts in trade. We describe every cost, or the absence of one, in the open. There is no cancellation fee.
Consumer Fraud Act
The Illinois Consumer Fraud and Deceptive Business Practices Act (815 ILCS 505/1 et seq.) bars misleading statements about the terms of a sale. Our cutoff and dispatch rules are stated exactly as they operate.
Consumer Protection Act
Washington’s Consumer Protection Act (RCW 19.86) prohibits unfair or deceptive acts in commerce. We treat an unclear order status as our responsibility to clarify, and we check the real status when you contact us.
Consumer Fraud Act and TCCWNA
New Jersey’s Consumer Fraud Act (N.J.S.A. 56:8-1 et seq.) and the Truth-in-Consumer Contract, Warranty and Notice Act (N.J.S.A. 56:12-14 et seq.) call for clear consumer notices. We keep this policy plain, and nothing in it is meant to take away a right you have under New Jersey law.
UTPCPL
The Pennsylvania Unfair Trade Practices and Consumer Protection Law (73 P.S. § 201-1 et seq.) prohibits deceptive conduct in a sale. A cancelled order is refunded in full with no deduction.
Chapter 93A
Massachusetts General Laws chapter 93A, together with the Attorney General’s regulations (940 C.M.R. 3.00 et seq.), guards against unfair or deceptive practices. Our cancellation terms, and the reasons we may cancel an order, are listed in full on this page.
All other states and the District of Columbia
Each state and D.C. has its own consumer protection statute against unfair or deceptive practices, and we hold this policy to the strictest standard that applies, not the minimum. Many states also have privacy laws (for example Virginia, Colorado, Connecticut, Utah and Texas) that govern the personal details you give us when you request a cancellation, as explained in our Privacy Policy. Where we collected sales tax, it is refunded with a cancelled order. Some products cannot lawfully be sold in every state, so we may cancel and fully refund an undispatched order to any state where the sale would be unlawful. To find your own state’s rules, contact your state attorney general’s consumer protection office.
Research-use orders and how we handle your request data
Cancelling does not change the research-use rules
Every product on Pepticore.co is sold for laboratory research use only and is not for human or animal consumption. This applies to every order, including one you cancel. Our team cannot give dosing, health or usage guidance in response to a cancellation request. If a message suggests a product is meant for human or animal use, we may decline the request, cancel the order, and refuse future orders, as set out in our Research Use Only Disclaimer and Terms of Service.
What we do with the information you send
We use the details in your cancellation request only to verify the order, act on your request, issue the refund, and keep the business, tax and legal records we are required to keep. We do not sell them. See our Privacy Policy and Do Not Sell or Share My Personal Information page for your choices and rights.
What you can expect from Pepticore
Honest timelines
The cutoff, the dispatch rule and the refund timings on this page are the ones we actually work to.
No hidden fees
Cancelling before dispatch costs you nothing, and nothing is deducted from your refund.
Everything in writing
Every cancellation, and every refusal, is confirmed by email so you always know where you stand.
Real people
Email or call our support team on weekdays and a person will check your order and answer you.
Changes to this policy
We review this policy regularly and update it when our dispatch process, our products or the law changes. The “last updated” date at the top of this page always shows the current version. Each order is governed by the version of this policy that was published when you placed it. A later change never removes a cancellation right you already had for an order you had already placed. This policy works together with our Terms of Service, Shipping Policy, Return & Refund Policy and Payment Policy. If any of them appears to conflict with this page on the specific question of cancelling an order before dispatch, this page applies.
Need to cancel? Contact us now
Speed matters, because an order cannot be cancelled once it has been handed to USPS. Email or call as soon as you know you want to cancel, and include your order number.