Shipping policy

You choose one of four speeds at checkout. They all travel with the same care and the same tracking. The only difference is how fast it gets to you and what it costs.

Ground, $14.95. Arrives 3 to 5 business days after it leaves us. The cheapest option, and free once your order reaches $200. Sent with UPS Ground or FedEx Ground.

3 Day Select, $24.95. Arrives 3 business days after it leaves us, anywhere in the country. Sent with UPS 3 Day Select or FedEx Express Saver.

2nd Day Air, $34.95. Arrives 2 business days after it leaves us. Goes by plane rather than truck. Sent with UPS 2nd Day Air or FedEx 2Day.

Next Day Air, $64.95. Arrives the next business day, usually before 10:30 in the morning. The fastest we offer. Sent with UPS Next Day Air or FedEx Standard Overnight.

These prices are fixed. They do not change based on how heavy your order is or how far it has to travel, and nothing is added on afterwards. There is no packaging fee, no fuel fee, no cold pack fee and no handling fee. The price you see at checkout is the price you pay.

A business day is Monday to Friday. Saturdays, Sundays and United States public holidays do not count.

The delivery times above start counting from the day your parcel leaves us, not from the day you place the order. So to work out when something will arrive, take the day it ships and count forward in business days.

For example, a Ground order that ships on a Tuesday arrives somewhere between Friday and the following Tuesday, because 3 to 5 business days skips over the weekend.

We pack and hand over orders within 1 business day. If you order before 2:00pm ET on a weekday, it goes out the next business day at the latest. If you order after that, at a weekend, or on a public holiday, we start on the next business day.

• Order Monday morning, choose Ground: leaves by Tuesday, arrives roughly Friday to the following Tuesday.
• Order Friday afternoon, choose Ground: we start Monday, it leaves by Tuesday, and arrives roughly Friday to the following Tuesday.
• Order Tuesday morning, choose Next Day Air: leaves by Wednesday, arrives Thursday morning.

One important thing. We only start packing once your payment has actually cleared. Until then your order sits at Processing. Paying for Next Day Air does not skip that step, so if the payment takes two days to clear, the fast delivery starts counting after that.

We use UPS and FedEx. On the day your order ships we pick whichever of the two gets to your address fastest, so you might get either one. Both give you the same tracking and the same delivery speed, and the price you paid does not change either way.

We do not use USPS, so we cannot deliver to PO Boxes or military addresses. There is more on that below.

Ground shipping is free once your order reaches $200.00, counting the products only and not the shipping itself. It is the whole order that counts, not each item, so several smaller vials can add up to reach it.

The faster options are never free, whatever your order is worth. If your order already qualifies for free Ground and you want it faster, you pay the full price of the faster option rather than just the difference.

We deliver to street addresses in all 50 states and Washington DC, including Alaska and Hawaii, at the same prices shown above. Everything ships from Newark, Delaware.

We can deliver to:

• Homes and businesses.
• Laboratories, universities and other institutions. Put the department or room on the address so the mailroom knows where to take it.

We cannot deliver to:

• PO Boxes. Our carriers need a real street address for the services we use.
• Military addresses (APO, FPO and DPO). Only USPS delivers to those, and we do not use USPS.
• US territories such as Puerto Rico and Guam.
• Anywhere outside the United States. You also cannot have it sent to a forwarding company that then ships it abroad. If an order like that comes through we cancel it and refund you in full.

As soon as the carrier scans your parcel we email you a tracking number. It is normal for that number to show nothing for a few hours, sometimes until the next morning. That does not mean anything has gone wrong.

Every order is tracked, whichever speed you chose and whichever carrier it went with. You can also look your order up at any time on the track order page using your order number and the email address you ordered with.

• Each vial is wrapped and sits in a moulded insert so it cannot rattle around.
• Everything goes inside an insulated liner with a cold pack, on every order, at no extra cost.
• The box on the outside is plain. There is no company name on it, no product name and nothing describing what is inside.
• Inside you get a packing slip showing your order number, what you ordered and the batch number of each vial.

The material is freeze dried, which means it is stable at normal temperatures for the whole journey. The cold pack is there as extra protection against a hot delivery van, not because the material would otherwise spoil. Once it arrives, store it as described on the product page.

The delivery times on this page are the carrier's own estimates. They are not guarantees, and we do not promise a specific delivery date on any option, including Next Day Air.

• Once the carrier has scanned your parcel, how fast it moves is up to them, not us.
• We cannot refund shipping for delays caused by weather, carrier problems, busy periods or anything else outside the carrier's control.
• If the delay is our fault, for example we shipped later than we said we would, we refund what you paid for shipping without you having to ask.

If your tracking has not moved for five business days, get in touch and we will chase the carrier for you. You do not need to call them yourself.

• If your parcel arrives damaged, email us a photo of the box and the vials within 48 hours of it being delivered. We will send a replacement or refund you in full, whichever you prefer.
• Keep the vials and all the packaging until we have sorted it out, because the carrier sometimes wants to see them.
• If the carrier confirms a parcel is lost, we replace it or refund you in full. You do not have to wait for their claim to finish.
• You are never charged for a damaged or incorrect delivery, and never asked to pay to send it back.

We ask for 48 hours because carriers close their claims quickly. If you notice a problem later than that, still tell us. We will look at what actually happened rather than refusing you on a technicality.

If you spot a mistake in your address, email us your order number and the correct address. As long as we have not packed it yet, we will change it and it costs you nothing.

Once the shipping label is printed, the parcel belongs to the carrier. Changing the address then means asking the carrier to redirect it, which they charge for. We pass that charge on exactly as they bill us, with nothing added, and it usually delays delivery by a day or two.

If a parcel comes back to us because the address was wrong or nobody would accept it, we refund your order once it is back and the seals are intact, minus what the original shipping cost. The returns and refunds page explains what happens to the vials themselves.

We do not add sales tax to orders shipped within the United States. Because we do not ship abroad, you will never be asked to pay customs charges or import duties either.

Email support@isopepsciences.com or call (702) 233 0970. We are here monday to friday, 9:00am to 5:00pm et. Messages are answered within one business day.