Before a prescription is issued
We do not collect payment for the selected purchase before a Provider approves treatment and issues its prescription. If you cancel before prescription issuance or the Provider declines treatment, we cancel the order and release any uncaptured payment authorization. A released authorization is not a refund because no funds were collected; your bank controls the time needed to restore the available balance. If funds were collected in error before prescribing, we refund them in full. No inactivity or pre-approval cancellation fee applies under this policy.
Send your request to support@pepmax.com from the account email and identify the order. We use the time your request is received, not the time support answers, to assess whether it preceded the applicable cutoff. An inquiry or appointment cancellation is not necessarily an order cancellation; clearly state that you wish to cancel the order.
Incomplete intake
An incomplete intake leaves the request pending; it does not create a prescription or authorize payment capture. You may cancel before prescription issuance. Contact support if you cannot finish a required step. An authorization may expire while required steps are outstanding; if so, new authorization may be needed before fulfillment. We do not automatically charge another service period while waiting for intake or follow-up, and we release unused authorizations when a pending request is canceled or closed.
After prescription approval
An initial order becomes final for change-of-mind purposes when a Provider approves treatment and issues its prescription. An authorized repeat purchase becomes final when supported by a valid prescription and sent to the pharmacy for processing. Payment may be collected at that stage. Professional and pharmacy work may then begin for the individual patient. This cutoff does not eliminate the exceptions below or permit retention of payment for products or services that cannot be supplied.
Except for the remedies below or those required by law, we do not refund an approved and fulfilled prescription order because you change your mind, decide not to use it, are dissatisfied with expected effects, or do not achieve a desired result. PepMax does not offer a general satisfaction or money-back guarantee for purchases governed by this policy. Adverse effects or a decision to stop require clinical guidance; they do not automatically make a correctly dispensed product defective or refundable. These limits do not cover misrepresentation, a substantiated defect, or another legally protected claim. Express promotional terms accepted with an earlier purchase remain applicable to that purchase; this policy does not retroactively withdraw them.
Prepaid periods and future service
One-, three-, and six-month purchases are prepaid service periods, not automatically renewing subscriptions. A repeat charge requires completion of the applicable follow-up and authorization of the next purchase. Declining future treatment prevents a new purchase but does not undo an already final order.
Medication may be dispensed in stages. Approval does not make an undispensed future portion automatically earned or permit retention of payment for services PepMax cannot provide. If treatment must end, a product becomes unavailable, or legal, clinical, or pharmacy requirements prevent completion, we identify the affected unprovided portion and issue the appropriate refund. Any lawful amount retained for completed services or already-dispensed medication must be based on the allocation disclosed at purchase, not a newly invented cancellation penalty. Contact support for an itemized review.
Returns and safe handling
Prescription medications cannot be returned for restocking, resale, or another patient's use. Do not mail medication to PepMax or a pharmacy without specific instructions. A prohibition on returns does not eliminate a refund, replacement, recall, or other remedy that applies.
Follow the dispensing label for storage and discard dates, including any earlier deadline after puncture or reconstitution. Do not continue using a vial merely because a prepaid service period remains open. Unused medication after the applicable discard date is not automatically a short shipment.
Damaged, incorrect, defective, or recalled products
Inspect the shipment promptly. Report visible damage, missing items, an incorrect product, or a temperature concern to support@pepmax.com as soon as possible, preferably within 48 hours and ordinarily within seven calendar days. Report a concealed defect or recall concern promptly after discovery. These reporting targets do not extinguish nonwaivable rights or valid latent-defect claims.
Keep packaging, labels, and photographs, and provide the order number and a description. Do not use a suspected compromised product; seek instructions from the pharmacy or Provider. PepMax coordinates the review and remedy without making clinical or pharmaceutical safety determinations.
For a verified defect, contamination, dispensing or labeling error, recall, damage, or other failure to supply the prescribed usable product, we arrange an appropriate replacement without an additional product or shipping charge. If replacement is unavailable or inappropriate, we issue the applicable refund or other legally required remedy. A replacement may require professional authorization.
Where we deliver
PepMax coordinates delivery within the United States, including all 50 states, only where the treating Provider and dispensing pharmacy have the necessary authority and the prescribed treatment may lawfully be supplied. Particular products or addresses may be unavailable. International shipping is not offered. Delivery is to the named patient at the address accepted for the order; dispensing occurs only under a valid patient-specific prescription.
Processing timing and shipping charges
Your order summary shows the shipping method, any shipping charge, the estimated pharmacy processing period after prescription approval, and the estimated carrier transit period before you authorize the purchase. These periods are separate from the time needed to complete intake, clinical review, testing, or follow-up. If shipping is included, the summary states that. Any optional expedited service and its charge require your authorization. Expedited transit does not eliminate clinical review or pharmacy preparation time.
Shipment confirmation and delays
When the pharmacy dispatches your order, shipment confirmation identifies the carrier and tracking information. Business-day estimates exclude weekends and relevant holidays. Pharmacy processing, weather, carrier disruptions, and supply issues may affect delivery. We notify you of a material delay and provide an updated estimate and available cancellation or refund options. We do not retain payment indefinitely for an order that cannot be supplied; the Shipping and Refunds Policy and applicable law govern the remedy.
Staged dispensing and usable supply
A longer service period may require separate shipments and further clinical review. Your order summary explains the anticipated dispensing schedule; prescription quantity and days' supply remain subject to the Provider and pharmacy. Each shipment must be appropriate for its intended use period, storage conditions, and labeled beyond-use and post-puncture deadlines. Do not extend a discard date to match the service period. Contact support if the supplied medication cannot cover the prescribed course within those limits.
Addresses and delivery concerns
Confirm the complete address, including apartment or unit number, at checkout. Request corrections immediately through support@pepmax.com. Changes require confirmation and may be unavailable once pharmacy processing begins. Carrier rerouting can affect delivery and storage; contact support before arranging a reroute. Retrieve medication promptly and follow the pharmacy's label. Report a missing shipment, damage, missing items, incorrect medication, or temperature concern promptly and retain packaging, labels, tracking details, and photographs. Do not use a product you suspect is compromised until you receive professional instructions.
Investigation and remedies
PepMax coordinates review with the pharmacy and carrier. The pharmacy or Provider determines product safety; a melted cold pack alone does not establish whether the medication is usable. Verified fulfillment failures are addressed through an appropriate replacement or refund under the Shipping and Refunds Policy. Customer-caused loss is reviewed individually, and any replacement charge is disclosed and authorized first. A delivery scan alone does not automatically defeat a valid claim. Prescription medication must not be returned without specific pharmacy instructions.
Refund processing and contact
Approved refunds of collected payments are sent to the original payment method when possible. PepMax ordinarily initiates them within 10 business days after confirming eligibility and sends confirmation. Your payment provider or bank controls posting time, which may take additional business days. If the original method cannot receive a refund, we coordinate a lawful alternative. We do not deduct a separate refund-processing fee. For an uncaptured authorization, we request cancellation or release rather than issue a refund; bank timing applies to the release.
You may contact support before disputing a charge so we can investigate, but doing so is not a condition of exercising lawful payment-dispute rights. No clause here waives consumer protections or remedies that law does not permit us to limit.
PEPMAX LLC, 1925 Lovering Avenue, Wilmington, DE 19806, US; support@pepmax.com.