How can I get free shipping?
We offer free 2-Day FedEx shipping on all orders over $250.
What is your payment/billing descriptor?
By placing an order on this website, you agree to the following terms regarding payment and billing.
All charges for products purchased will appear on your credit card statement under the billing descriptor:
*PlatinumLionUSA 774-283-3567
We kindly request that you contact us directly to resolve any questions or concerns about a charge before initiating a dispute with your financial institution. Our customer support team is available to provide clarification and assistance regarding your order and billing.
For any billing inquiries, please contact our customer support team at [email protected]
I think my package got returned. What do I do?
We will promptly notify you if your package is returned to us as undeliverable. You will be invoiced for shipping costs to reattempt delivery. We cannot issue refunds or cancel orders in such cases. We are not responsible for undelivered packages due to incorrect shipping addresses or packages left unclaimed at the post office.
How do I change a delivery address for an order I just placed?
Send us an email at [email protected] with your order number, and we will change it for you.
How can I place an order?
You can order directly from our website. Visit the Shop page, select the peptide(s) you’re interested in, and follow the checkout process.
What are your shipping options?
We offer standard and expedited shipping options. All orders are processed within 1-2 business days, and you will receive a confirmation email with tracking details once your order is shipped.
REFUNDS & RETURNS
Refunds & Returns for Platinum Lion Peptides
Due to our rigorous quality control standards and the fragile nature of research products, we do not accept returns.
In the rare event that your order arrives with missing, incorrect, or damaged items, please contact us immediately at [email protected] for assistance.
All inquiries regarding damaged, missing, or incorrect items must include clear photo evidence of the product, packaging, and shipping label. Photo documentation is required for us to properly evaluate the issue and determine if a replacement is warranted.
All issues must be reported within 30 days of delivery.
If you purchased Route Shipping Insurance at checkout, please follow Route’s claims process directly using the link provided in your shipping confirmation email. Route handles insured shipments independently and will guide you through replacement or reimbursement when applicable.
Cancellations must be requested by email before the order has shipped. Once an order has shipped, it cannot be canceled.
Our team is committed to maintaining the Platinum Standard in product quality, compliance, and customer support. If you have any questions or concerns regarding your order, please reach out to [email protected], and we will assist you as quickly and professionally as possible.
ROUTE PACKAGE PROTECTION
What is Route Package Protection?
Route’s Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Package Protection can be added during checkout.
You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here
Purchased Route’s Package Protection and looking to file a shipping issue online? File here
Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled.
In both cases, the Route Premium cost will not be refunded.
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.
When Should I File a Claim?
Marked As Delivered (Stolen)
- Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered.
Stuck In Transit (Lost)
- For domestic orders, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
- For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
Damaged
- Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 30 calendar days from when it was marked delivered.
All of Route’s policies are listed here
What if My Order Never Arrives or is Stolen?
Route definitely helps cover these instances! To protect your order against loss or theft, add Package Protection at checkout.
If your order has not arrived, please file a claim with Route here.
What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.
You can file a claim with Route here.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us and we will be happy to work with you to remedy the situation.
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
Haven’t downloaded the app yet? Download here