If a vial arrives damaged from shipping, we reship the same item at no charge. No return shipment is needed.
The policy
Damage in transit is covered in full: we queue a replacement of the same product and size as the original order line. Where a replacement isn't possible (for example the item is sold out), we refund that line to the original payment method instead — see the Refund & Return Policy.
How to file
- Email islandresearchpep@gmail.com promptly after delivery — within the reporting window in the Refund & Return Policy.
- Include your order reference (
IR-…). - Attach photos showing the damaged vial and the packaging it arrived in, including the shipping label.
What happens next
We confirm the claim by email, open a carrier inquiry where needed, and queue the replacement shipment. Replacements ship with tracking like any other order. You keep nothing extra and send nothing back.
What isn't covered
Damage caused after delivery (improper storage or handling), or a package reported outside the reporting window. Non-delivery and lost packages are handled under the Refund & Return Policy.