Customer Help

Browse our store or submit a procurement inquiry with the product, specification, quantity, destination and required documents. We will confirm availability and the terms for your order. Distributor inquiries are welcome; reseller authorization requires a separate written agreement.

Contact us with your product names, specifications, quantities, delivery destination and documentation requirements. Quotations remain valid for 72 hours unless otherwise stated. A quotation alone does not reserve stock; reconfirm availability before payment. Minimum quantities and any volume pricing are confirmed for the specific product and order.

Use the methods available for your order at checkout or confirmed in your written quotation. Contact us before sending payment by a method that is not displayed. The currency, recipient details and applicable payment network will be confirmed for that order.

Default terms are 100% payment in advance. Partial payment or credit terms require a separate written agreement. Customers pay sending fees charged by their bank or blockchain network; any additional charges are disclosed before payment.

In-stock orders are normally prepared for dispatch within 1–2 business days after full payment, complete order details and required documentation have been confirmed. Other availability and lead times must be confirmed before payment.

After carrier acceptance, estimated transit is 6–8 business days by express service or 10–15 business days by standard service. Estimates exclude processing, customs delays and holidays, and are not guaranteed arrival dates.

Confirmed incorrect, damaged or lost shipments are normally resolved with one free replacement shipment. A delay alone does not establish that a parcel is lost; support first investigates with the carrier.

If replacement is unavailable or another remedy is agreed, a refund covers the affected goods and their attributable paid shipping charges. A further problem with a replacement is reviewed separately. A full refund and a free replacement are not both provided for the same affected goods.

Batch-specific documentation may be available for selected products. Before ordering, contact us with the product, specification, quantity and documents you require. Availability, test scope and applicable batch vary by product.

Where available, documents may include a COA or analytical results such as HPLC or mass spectrometry. We do not represent that every product or batch has the same tests or files. If a report cannot be matched to the proposed supply batch, we explain that limitation. Confirm essential documents before placing an order.

Any volume pricing is confirmed in your written quotation based on the products and quantities requested. Quotations remain valid for 72 hours unless a different expiry is stated.

Contact us promptly, preferably within two hours of ordering. Later requests are still reviewed. Cancellation depends on actual preparation and dispatch progress; a Processing status or newly created tracking number alone does not mean cancellation is impossible.

Once the carrier has received the parcel, interception cannot be guaranteed. Ordinary returns follow the return procedure, while incorrect, damaged or undelivered shipments are handled separately.

No. All products supplied by Silo Peptides are intended for laboratory and analytical research only. We do not provide dosage, administration or personal-use guidance.

Request an ordinary return within 14 calendar days after delivery. Items must be unopened, in their original packaging, with intact tamper-evident seals and stored as specified for that product.

Ordinary returns exclude opened goods, broken seals and damage caused by improper customer storage. Custom or clearance items are excluded only where agreed before purchase. Incorrect, damaged or verified non-conforming goods are reviewed separately.

Customers pay ordinary return shipping; paid original shipping is not refunded. We do not retrospectively deduct an undisclosed shipping charge from an order that originally qualified for free shipping. Silo Peptides covers reasonable return or replacement shipping approved by support for verified incorrect or damaged goods.

These commercial procedures do not limit rights that cannot be excluded under applicable law.

Contact us preferably within 48 hours of delivery with your order number and photographs of the product and packaging. Later reports are still reviewed based on the available evidence. Support will confirm a replacement or refund remedy for the affected goods and approve any reasonable return costs.

Report visible damage preferably within 48 hours of delivery. Keep the original packaging and send your order number and photographs of the affected goods and shipping box. Later reports are still reviewed based on evidence; ordinary unopened-return exclusions do not automatically exclude damage claims.

Obtain an RMA (Return Merchandise Authorization) and the applicable return address before mailing anything. Dispatch the authorized return within seven calendar days of receiving the RMA and provide tracking information.

Use our Contact Us page and include your order number, product name and request. We aim to provide an initial response within one business day; complex inquiries may require additional review.

Business days on this page are Monday to Friday in Beijing time (UTC+8), excluding announced operating holidays. Calendar-day deadlines run every day. A different order schedule will be stated in its written quotation.

Contact us promptly. There is no address-editing service fee where a change is still possible before dispatch; any shipping price difference for a changed destination must be confirmed separately. Rerouting after carrier handover cannot be guaranteed, and actual additional costs caused by a customer address error may apply.

Contact us as soon as possible, preferably within two hours. Later requests are still reviewed. Support checks the actual preparation and dispatch stage rather than relying on the Processing label or a newly created tracking number. After carrier handover, interception cannot be guaranteed.

Contact us before paying for any out-of-stock, custom or non-standard order. Availability, lead time, minimum quantities and cancellation conditions must be confirmed for that order. The 1–2 business day processing estimate applies to confirmed in-stock orders only.

We ship to destinations available at checkout or confirmed in a written quotation. Standard shipping is free on eligible orders with a merchandise subtotal of USD 500 or more after discounts, excluding taxes and shipping charges. Eligibility is confirmed before payment.

Express upgrades, remote destinations, oversized consignments or special handling may be quoted separately. Other-currency thresholds are stated in the quotation. Customers pay applicable import duties, taxes and customs fees unless the written quotation expressly includes them.

Available tracking details are sent through the order contact channel within one business day after dispatch is confirmed. If tracking is not yet available, we provide an update instead. A created shipping label is not proof of carrier acceptance.

After receipt and inspection of an authorized return and approval of the refund, we initiate the refund within 5–10 business days. If no return is required, this period starts on approval. Actual receipt depends on the payment provider. The original payment method is used where supported; otherwise an alternative is agreed.

Include any manufacturing-origin, packaging-location or dispatch-location requirements in your inquiry before ordering. We will check what information can be supplied for the specified product and order. Packaging and dispatch locations should not be interpreted as manufacturing origin.