Return &
Refund Policy
This policy explains the limited circumstances under which we issue a refund or replacement, the time windows for reporting an issue, and the documentation we need to evaluate your claim. Placing an order on onyxbiolabs.com means you agree to the terms below.
01 All sales are final
Because of the nature of our research products, we do not accept returns or exchanges under any circumstances. Once a vial leaves our facility, it cannot be resold — this policy is what lets us guarantee every product you receive has never been opened or handled by anyone else.
The only exceptions are the verified shipping issues covered in the sections below.
02 Damaged, broken, or defective items
Claims submitted after this window are not eligible. When you report a damaged item:
- Do not dispose of the broken items, packaging, or shipping box
- Take clear photos of the damaged product and the shipping container
- Email those photos with your order number to Info@onyxpeptides.net
We review every case promptly and, where eligible, issue a replacement or refund.
03 Incorrect or missing items
If you receive the wrong item, or items are missing from your order, contact us with:
- Your order number
- A photo of the items you received
- A photo of your packing slip
We’ll reconcile your order and arrange a replacement or refund where applicable.
04 Lost packages
A package is considered lost if tracking shows no movement for 7 or more consecutive days. If you believe your package is lost, contact us with your order number so we can investigate with the carrier.
If the package is confirmed lost in transit and the order was protected by shipping insurance, we will arrange a replacement or refund.
05 Packages marked “Delivered” by the carrier
Onyx Biolabs is not responsible for packages marked “Delivered” by the carrier unless shipping insurance was purchased at checkout.
If a carrier scans your package as delivered but you cannot locate it:
- Check with neighbors, household members, and your building’s mailroom or front desk
- Look around your property — porches, side doors, garages
- Wait 24–48 hours; carriers occasionally mark packages delivered before the actual drop-off
- File a claim directly with the carrier
Without insurance, we are unable to refund or replace orders marked delivered by the carrier.
06 Refund processing
Approved refunds are issued to the original payment method used at checkout:
| Credit / debit card | Typically appears within 5–10 business days |
| ACH / bank transfer | Processed within 5–7 business days |
| Zelle / Cash App | Returned to the same wallet within 1–3 business days |
| Cryptocurrency | Refunded in the same coin, at the USD-equivalent value at time of refund |
Original shipping fees are non-refundable except where Onyx Biolabs is fully at fault (wrong item shipped, etc.).
07 How to file a claim
Email Info@onyxpeptides.net with the following:
- Your order number
- The reason for the claim (damaged / incorrect / missing / lost / delivered-but-not-received)
- Photos of the products, packaging, and shipping label
- The date the package was delivered (or the date tracking last updated)
We aim to respond to all claims within 1–2 business days. Please reply to that email thread to keep your case file together.
08 What this policy does not cover
- Buyer’s remorse, ordering the wrong product, or a change of mind
- Misuse, contamination, or improper storage after delivery
- Claims submitted after the 48-hour window
- Packages marked “Delivered” without purchased shipping insurance
- Damage or loss caused by inaccurate shipping addresses provided at checkout
09 Contact us
For any return, refund, or shipping-claim question, reach out to us: