Email us at newu.io.peptides@gmail.com with your order reference ( NUP-XXXXXXXX ), a one-line description of what went wrong, and the proof set out in section 02 (photos or the carrier tracking reference).

We respond within one business day.

Once the claim is confirmed, the replacement ships on the next scheduled dispatch with a new tracking number and a live carrier-tracking link.

No money moves. No card refunds. No crypto returns. We just reship.

02. What We Reship

If your order is seized, lost or damaged , email us — we review every claim and reship. That covers:

Damaged in transit , broken vial, crushed box, compromised seal on arrival.

Lost by the carrier , tracking stalls and the parcel never arrives within the delivery window below.

Seized or held by customs , detained or returned to sender through no fault of yours.

Wrong item , we shipped a different compound, dosage, or quantity than you ordered.

Defective on arrival , mis-labelled, visibly compromised, or a clear manufacturing defect.

The 16-day delivery window

We dispatch within one business day of a confirmed order, and orders typically arrive well within 16 days of dispatch . If tracking shows your parcel still has not been delivered 7 days after that window closes — 23 days from dispatch , we treat it as lost and reship. That 7-day buffer lets normal carrier and customs delays clear first, so every reship reflects a genuine fulfilment failure rather than a slow week in transit. Damage, wrong-item, and defect claims do not wait on the window — report those as soon as your order arrives.

Proof is required

We cannot action a reship without evidence. Damage, defect, and wrong-item claims need clear photos of the item, its labelling, and the packaging as received. Lost, seized, and non-arrival claims need the carrier tracking reference plus any customs or non-delivery notice you were issued.

03. What We Don't Reship

Buyer's remorse , change of mind after an order is placed.

Wrong shipping address at checkout, double-check before paying. Re-ships at our discretion, postage at cost.

Marked delivered, claimed not received without a carrier non-delivery affidavit.

Opened, reconstituted, or handled products outside the original sealed packaging.

Shipping delays are outside our control , carrier disruptions, customs holds, weather, and public holidays are not on their own grounds for a reship — the 16-day delivery window already absorbs them. A non-arrival reship only becomes due once that window plus the 7-day buffer has passed and tracking still shows no delivery.

Crypto exchange-rate movement between payment submission and on-chain confirmation.

04. Please Don't Chargeback

Chargebacks raised without prior contact may result in account suspension, future orders being declined, and pending affiliate commissions on any linked account being withheld.

05. Crypto & Card

Crypto payments are final once confirmed on-chain. Card and bank payments are not refunded; if a dispute is filed our processors will work with your issuer, but the resolution is the same on our side: we ship the replacement when the order qualifies under section 02.

06. Affiliate & Referral Orders

Orders placed via an affiliate or referral link are covered the same way. Affiliate commissions on reshipped orders are not paid twice, the original commission remains with the referring affiliate.

07. Changes

We may update this page over time. Material changes update the date above. The version in effect when your order was placed is the one that applies to that order.

08. Contact

New-U Research Compounds Operated by Hilxera Distribution Services LLC Wyoming, USA · ID: 2026-001928701 Email: newu.io.peptides@gmail.com Website: new-u.io

PRECISION. PURITY. PERFORMANCE.

Research peptides at >99% HPLC-verified purity, third-party tested by Janoshik Analytical & Freedom Diagnostics, with Certificates of Analysis published per released batch. Supplied strictly for laboratory research use.

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Research use only (RUO). All products are sold strictly for laboratory and research purposes — not for human or veterinary consumption. Purchasers must be 21 or older.

Website & business operated by Hilxera Distribution Services LLC. Registered in Wyoming, ID: 2026-001928701.

Research use only — not for human consumption. All products are supplied strictly for laboratory research purposes.