Something off? We'll fix it.
Pick what happened and we'll tell you exactly what to do next.
Covered by Route.
1Photograph the damaged vial and the box it came in.
2File at claims.route.com or in the Route app with your order number and email, within 30 days of delivery.
3No Route on the order? Unfortunately we can’t replace it.
We’ll make it right.
1Keep the item sealed.
2Contact us within 3 days of delivery with your order number and a photo of the label.
3We send the right item and a prepaid return label.
Covered by Route.
1Check with neighbors and your mailroom.
2File at claims.route.com: 7+ days after tracking stops moving (20 for international) or once it shows delivered. Either way, within 30 days.
3No Route on the order? Lost packages aren’t covered.
All sales are final.
1Research materials can’t be resold, so we don’t accept returns.
2Not sure what to order? Call 480-269-2303 before you buy.
The full policy
Damaged in transitRoute claimOrders with Route protection
Lost or stolenRoute claimOrders with Route protection
Wrong item sentCorrect item + prepaid returnReport within 3 days of delivery
Lost or damaged, no RouteNot coveredAdd Route at checkout
Change of mindAll sales finalOpened or unopened
All sales are final; research materials can’t be resold. Lost, stolen and damaged packages are covered only when Route protection was added at checkout.
Questions about an order? Email support@heropeptides.com or call 480-269-2303 with your order number.