Connected support.
Clear next steps.
Order, payment, delivery and documentation assistance for professional procurement.
How can we help?
Choose a topic and include your order number or listing reference when relevant.
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Never include passwords, private keys, seed phrases or confidential patient data. Your request is sent through the existing support email service; for an account conversation use Account Support.Choose your support route.
Orders & tracking
Find your order, payment status and shipment updates.
OpenPayments & wallet
Review deposits, withdrawals and account activity.
OpenBatch documentation
Locate public reports and analytical references.
OpenRefunds & disputes
Review claim eligibility and start an order-linked dispute.
OpenAccount access
Recover account access and manage your details.
OpenExisting conversations
Continue an account support thread in one place.
OpenFind the next step.
Search orders, payments, delivery, reports and account help.
13 answers available
OrdersWhere can I track my order?
Open your account orders for payment and delivery status. Guests can use Track Order with the order reference and the required verification details.
Open related helpPaymentsMy payment has not been detected. What should I send?
Provide your order number, asset, network, transaction hash and amount. Network confirmation times vary. Never send a seed phrase, private key or account password.
Open related helpPaymentsI paid an expired invoice. What now?
Do not pay again or reuse the payment address. Contact support with the expired order number and transaction hash so the payment can be investigated.
Open related helpDeliveryWhy are shipping options different between suppliers?
Each seller sets services and destination coverage. Multi-supplier orders can have separate delivery charges and shipments. Checkout shows eligible choices for your address.
Open related helpDeliveryWhat should I do about a customs hold?
Keep carrier or customs notices and contact support with your order number and tracking reference. The seller can supply shipment records; additional documentation does not guarantee clearance.
Open related helpProtectionMy shipment is damaged. How do I make a claim?
Inspect the contents, retain packaging and take clear photographs or video. Open an order-linked dispute within the policy reporting window. Review the refund policy for eligibility and evidence requirements.
Open related helpProtectionHow do I report a missing delivery?
Report official loss, destruction or seizure notices promptly. For delays, include tracking history and the quoted delivery window. Use an order-linked dispute for a qualifying non-delivery claim.
Open related helpAccountHow do deposits and withdrawals work?
The balance page displays supported networks, deposit instructions and withdrawal options. Check the exact asset and network before transferring; promotional credit may not be withdrawable.
Open related helpAccountI cannot access my account.
Use password recovery first. If that does not resolve the issue, contact support using your account email. Do not share your password or wallet recovery phrase.
Open related helpReportsDoes a linked COA verify every shipment?
No. A report concerns its identified sample. Match task, batch, date and methods to the material supplied and ask the seller for current-lot documentation.
Open related helpReportsHow can I report an incorrect listing or COA?
Provide the supplier, listing URL, task number and a concise explanation of the discrepancy. Support can review the record and request clarification.
Open related helpPrivacyHow do I request access or deletion of my data?
Contact support with your account reference and the requested action. Identity verification and lawful retention requirements may apply. Read the privacy policy for details.
Open related helpResearch useCan support provide dosing or medical advice?
No. MyPeps is restricted to professional research procurement. Products are not for human or animal consumption or administration. Support cannot provide treatment or dosing recommendations.
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