Help
Frequently asked questions
Answers about ordering, payment, dispatch, and support. If your question isn’t covered here, please get in touch.
Quoting your order
When you contact us, include your order reference (format NP-YYYY-NNNNNN) from your confirmation email — it helps us find your order quickly.
Ordering
Do I need an account to order?
No. You check out as a guest — no account is required. After ordering you can return to your order using the link in your confirmation email.
How do I place an order?
Add the products you need to your cart, go to checkout, enter your shipping details, confirm the research-use statements, choose a payment method, and place your order.
What happens after I place an order?
You receive a confirmation email containing your order reference and payment instructions. Your order starts as ‘awaiting payment’ until your payment is received and confirmed.
Payment
What payment methods do you accept?
UK bank transfer and Bitcoin. You choose your method at checkout, and the instructions are shown after you place your order.
How do bank transfer payments work?
Transfer your order total to the account details shown on your order’s payment page, quoting your order reference exactly. We confirm your order once the funds are received and reconciled.
How do Bitcoin payments work?
Your payment page shows the Bitcoin address and the exact amount to send, based on a rate captured at that time. Send the amount shown; we confirm your order once the payment has been received.
What happens if I underpay or overpay?
If the amount received does not match the order total, your order is held as ‘payment under review’ while we resolve it. We may contact you to arrange the difference or a refund.
After your order
How will I know my order status?
We email you at key stages — when your order is placed, when your payment is received, and when your order is dispatched. You can also revisit your order at any time using the link in your confirmation email.
How do I reference my order when contacting support?
Quote your order reference — it has the format NP-YYYY-NNNNNN and appears in your confirmation email and on your order’s payment page.
Shipping & tracking
Where do you ship?
We currently ship within the United Kingdom only.
When is my order dispatched?
Orders are prepared and dispatched after payment has been confirmed. We aim to dispatch promptly.
How do I track my order?
When your order is dispatched we email you the carrier and tracking number, along with a tracking link where one is available.
How long will delivery take?
Once your order is dispatched you will have tracking for it. Delivery times then depend on the carrier and your location.
Support
How do I contact you?
Email is the best way to reach us. See our Contact page, or write to hello@novumpeptides.com, quoting your order reference where relevant.