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Chargeback Policy

Effective Date: August 10, 2026 · Last Updated: August 10, 2026

True Peptides values its customers and is committed to resolving any concerns directly. We have established this Chargeback Policy to outline the proper process for payment disputes and to protect both our customers and our business.

1. Contact Us First

If you have any issue with a charge, your order, or a product you received, please contact us before filing a dispute with your bank or credit card company. We are committed to resolving issues quickly and fairly.

Contact us with your order number and a description of the concern. Our support team responds within one (1) business day and will work with you to find a satisfactory resolution, whether that means a replacement, refund, or store credit.

Most disputes arise from misunderstandings that can be resolved in a single email exchange. Filing a chargeback without contacting us first results in unnecessary fees and delays for both parties.

2. Statement Descriptor

Credit and debit card transactions are processed by our authorized payment processor. Charges on your bank or credit card statement will appear as "SELLABROAD" or a similar variation.

If you see a charge labeled "SELLABROAD" and do not recognize it, please check your email for order confirmations from True Peptides before contacting your bank. This is our standard statement descriptor and indicates a legitimate purchase from true-peptides.com.

3. What Constitutes a Legitimate Chargeback

We recognize that chargebacks serve an important consumer protection function. Legitimate reasons for a chargeback may include:

  • Unauthorized use of your payment method (i.e., someone made a purchase without your knowledge or consent).
  • A charge for an amount significantly different from the agreed-upon price.
  • Failure to receive a product after a reasonable period and after our support team has been unable to resolve the issue.

4. Fraudulent and Illegitimate Chargebacks

Filing a chargeback for a legitimate order that was delivered as described is considered friendly fraud and is taken seriously. Examples of illegitimate chargebacks include:

  • Filing a dispute after receiving and using a product.
  • Claiming non-delivery when tracking confirms successful delivery.
  • Disputing a charge that was clearly authorized by the cardholder.
  • Filing a dispute without first attempting to resolve the issue with us.

5. Consequences of Illegitimate Chargebacks

If a chargeback is filed on a legitimate order, True Peptides reserves the right to:

  • Suspend or permanently terminate the associated customer account.
  • Dispute the chargeback with our payment processor by submitting evidence including order records, shipping and tracking confirmation, delivery confirmation, communication records, and IP/device verification data.
  • Decline future orders from the customer or associated payment methods.
  • Pursue recovery of the disputed amount plus associated chargeback fees through appropriate legal channels, if warranted.

6. Our Dispute Resolution Process

We follow a structured process when a chargeback is filed:

  1. Review. We review the chargeback details, order records, and delivery confirmation.
  2. Evidence Submission. If the chargeback is illegitimate, we submit a comprehensive evidence package to the payment processor, including proof of delivery, order details, customer communication history, and any other relevant documentation.
  3. Customer Notification. We will attempt to contact the customer to understand the reason for the dispute and explore resolution options.
  4. Resolution. The payment processor and issuing bank will review the evidence and make a determination. This process typically takes 30-90 days.

7. How to Resolve an Issue Without a Chargeback

If you have a concern about your order or a charge, follow these steps:

  1. Check your email for order confirmation and shipping notifications from True Peptides.
  2. Check your tracking number to confirm delivery status.
  3. Remember the statement descriptor — charges will appear as "SELLABROAD."
  4. Contact us with your order number and concern.
  5. Allow one business day for our team to respond and work toward a resolution.

We offer refunds, replacements, and store credit as outlined in our Refund & Returns Policy. In most cases, we can resolve your concern faster than the chargeback process, which can take months.

For questions about this policy, please contact us.