Shipping Policy

Processing Time

All orders are processed and handled within 24 hours of placement on business days (Monday–Friday, excluding U.S. holidays). Orders placed on weekends or holidays are processed the next business day.

Where We Ship From

Our fulfillment center is located in Arizona. Orders are processed and shipped from there.

Domestic Shipping (U.S.)

U.S. orders ship by UPS 2nd Day Air, with no minimum order amount. Shipping costs are calculated at checkout based on your address and order weight.

International Shipping

We ship worldwide, and there is no minimum order for international customers. Place your order at checkout like any other — you do not need to contact us first.

• $50 import fee. A flat $50 import fee is added automatically to orders shipping outside the United States.
• Two services: DHL (1–3 days) or USPS (6–10 days). Times are from dispatch and do not include customs.
• Shipping is calculated at checkout from your destination and the service you choose.
• Spend $1,000 or more on an international order and standard shipping is free and the $50 import fee is waived. Express and overnight upgrades are charged at the normal rate.

If an international order is placed and we are unable to fulfill it, we will issue a full cash refund to your original payment method. No store credit substitution.

Free Shipping Reward

Customers with a Prosper Labs account who have accumulated $500 or more in verified lifetime purchases receive permanent free standard shipping on all future orders. Overnight, next-day and express upgrades are not included and are charged at the normal rate. This is applied automatically at checkout once your account reaches the threshold. Create a free account to start tracking your reward progress.

Tracking

Once your order ships, we'll add your tracking number to your order (usually within 24 hours of dispatch on business days). You can view live tracking directly in your customer account portal under "My Orders" — your tracking number is on every shipped order, with a Copy button and a one-click link to the carrier's tracking page. You'll also receive a confirmation email when your tracking is added.

Lost or Delayed Tracking?

Our 24/7 support team can pull your tracking number directly. Contact us via the contact form with your order number — average reply time is 5 minutes.

Address Accuracy

Please double-check your shipping address before completing your order. Prosper Labs is not responsible for orders shipped to an incorrect address provided at checkout. If a package is returned to us as undeliverable due to a customer-provided address error, we will issue store credit only (not a cash refund) after deducting any return shipping fees.

Return & Refund Policy

If there is a problem with your order, you get your money back. Refunds are paid to your original payment method, not store credit, and you do not need to argue for one. We refund or replace, whichever you prefer, any order that arrives damaged, is the wrong item, never arrives, arrives in a condition that may have affected the material, or that we cannot fulfill. Cancel any time before your order is handed to the carrier for a full refund with no restocking fee.

Tell us within 14 days of delivery for a damaged or incorrect order, or within 30 days of the ship date for one that never arrived. Billing errors can be raised at any time.

Because these are research-grade materials whose integrity depends on handling and storage once they leave us, we cannot resell returned product, so we do not accept physical returns of shipped vials. That does not limit your refund — where one is owed we pay it without requiring you to ship anything back. We cannot refund product that was opened, reconstituted or used (except where it was damaged or incorrect on arrival), or ordinary carrier delays where the order arrives intact.

Read the full Refund & Return Policy — it is the authoritative statement of these terms and governs where this summary differs.

How to Request a Refund or Replacement

Email support@prosperpeps.com or use our contact form (24/7 team, 5-minute average reply). Include your order number, photos of the issue, and a brief description.

Order Cancellations

Orders may be cancelled before they are processed and shipped only. Once an order has been picked, packed, or handed to a carrier, it cannot be cancelled. Contact us immediately if you need to cancel — we process orders fast.

Contact Us

Shipping or return questions: support@prosperpeps.com · or our 24/7 contact form

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