Shipping & Returns

Order processing

Orders are processed once they are confirmed by your account contact and, unless other terms have been agreed in writing, once payment has been received.

• Orders confirmed before the daily cutoff ship the same business day.
• Orders confirmed after the cutoff, or on weekends and public holidays, ship the next business day.
• If an item is temporarily unavailable, we’ll tell you before shipping and offer a partial shipment, a wait for the next lot, or a refund for that item.

Shipping

Orders ship by tracked carrier service. Tracking details are emailed when your order leaves our facility. Shipping method and cost are shown on your order confirmation or invoice.

Products ship as lyophilized powder in sealed vials, packed to protect against breakage, light and moisture. Lyophilized peptides are stable at ambient temperature for the duration of normal transit; follow the storage conditions on the label once received.

International orders

Please contact us before ordering for delivery outside the United States. Availability depends on the destination’s import rules for research materials. The buyer is responsible for complying with those rules and for any duties, taxes or brokerage fees. We are not responsible for shipments delayed, returned or seized by customs.

Address accuracy

Please check your shipping address carefully. We are not responsible for orders delivered to an incorrect address supplied by the customer. Reshipment of orders returned for an incorrect or incomplete address may incur additional shipping charges.

Damaged, missing or incorrect items

Inspect your shipment on arrival. If anything is damaged, missing or not what you ordered, contact us within 7 days of delivery with your order number and photos of the packaging and products. Once confirmed, we will ship a replacement or issue a credit or refund for the affected items at no cost to you.

Lost shipments

If tracking shows no movement for 5 business days, or your order is marked delivered but hasn’t arrived, contact us. We’ll open a claim with the carrier and work with you on a replacement or refund.

Returns

Because research materials are sensitive to storage and handling conditions and we cannot verify how a product was kept after delivery, we don’t accept returns of products once they have been delivered, except as described above for damaged, missing or incorrect items.

Unopened products shipped in error by Alto will be collected at our expense.

Quality concerns

If you have a question about the quality of a product, contact us with the product name and lot number before using the remaining material. We’ll review the lot’s certificate of analysis with you and, where appropriate, arrange independent re-testing.

Cancellations

You can cancel an order at no charge until it has shipped. Contact your account contact or use our contact form as soon as possible.

Questions

Reach us through our contact form and include your order number.