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Support service levels
How quickly we acknowledge and resolve support requests, and how tickets close and reopen.
Effective date: [Month day, 2026]. Last updated: [Month day, 2026].
1. What this page covers
This page describes how Good Peptide Co handles support requests filed from the Support center, from an order or from the sales dashboard: how quickly we acknowledge a ticket, how long each kind of request takes to resolve, when a ticket closes and how to reopen one. These are targets, not guarantees. Deadlines and remedies are set by our Terms and Conditions, sections 9 and 10.
2. Support hours and channel
Support is staffed Monday to Friday, 9am to 5pm MT, excluding U.S. federal holidays. Reach us through the Support center or at support@goodpeptide.co. Tickets filed outside support hours are acknowledged on the next business day. Business days are Monday to Friday within support hours.
3. First response
Every ticket is acknowledged within 1 business day of filing. The acknowledgement names the category we filed the request under and, where we need more from you, what to send.
4. Resolution targets
Situation | Target |
|---|---|
Missing items | 3 business days |
Damaged shipment | 3 business days |
Payment question | 2 business days. Wire traces through intermediary banks can take up to 5 business days. |
Documents, certificates, account and other requests | 3 business days |
Package lost in transit | 10 business days, after the carrier investigation |
Product does not match its COA or specification | 10 business days, after review or retest |
Targets run from the first response in business days. A request that depends on the lab (a replacement shipment, a reissued certificate) may take longer; we say so in the thread.
5. Reporting windows
Situation | Report within |
|---|---|
Damaged, missing or wrong product | 48 hours of carrier-confirmed delivery |
Tracking shows delivered, but no package | 24 hours of carrier-confirmed delivery |
Package lost in transit | 14 days after the estimated delivery date |
Product does not match its COA or specification | 30 days of delivery |
Photographs of the outer carton, the inner packaging and the affected vials let us file a damage claim with the carrier at once. Quality claims follow the steps in section 10 of the Terms.
6. Awaiting your reply, resolved and closed
When we need something from you, the ticket reads "Awaiting your reply" until you answer. When we have done what the request asked, the ticket is marked Resolved; it closes automatically 7 days after resolution or non-response. You can close a ticket yourself at any time.
7. Reopening a ticket
A closed ticket can be reopened from its page within 30 days of closing. Reopening a ticket does not extend the deadlines in our Terms. After the window, file a new ticket and mention the earlier number.
8. Attachments and retention
Each message may carry up to 3 files and 4 MB in total as JPEG, PNG, WebP, HEIC or PDF. Please do not include medical or personal health information. Tickets and their attachments are kept for 3 years after closing, as described in our Privacy Policy.
9. Research use only
Support cannot advise on the use, dosing or administration of any compound. Every product is for laboratory research use only and not for human or veterinary use.