Support
Frequently asked questions
Information on this site is general guidance, not medical advice. DRS Peptide pens should be used under the supervision of a licensed healthcare provider, who should set any dose or schedule.
Last updated 27 October 2026
How your pens leave us, how they travel to you, and what can change once they have.
Are the pens shipped cold?
Yes. Each pen holds a ready-to-use solution, so orders are packed to stay cool in transit.
Put the pens in the fridge (2–8 °C) as soon as the package arrives. Storage details for each product are on its product page and label.
My package arrived warm. What should I do?
Refrigerate the pens straight away, then message us on WhatsApp within 48 hours of delivery with your order number and photos of the pens and packaging. We’ll review it with you before you use them.
Don’t use a pen if the solution looks cloudy, discoloured or contains particles, or if the pen is cracked or leaking.
How long does processing take?
Most orders are dispatched within 36 hours of being confirmed on WhatsApp. Processing time is separate from transit time.
If your order hasn’t shipped within that window, message us — the usual cause is stock availability or a backordered item. Busy periods and payment verification can also add time.
How long does shipping take?
In Canada, orders ship with FedEx and usually arrive within 2 business days of dispatch. For South Africa, the courier and delivery estimate are confirmed in your WhatsApp chat. Remote addresses can take longer. Tracking is sent in your WhatsApp chat.
Delivery dates are estimates, not guarantees.
Can I change my shipping address after ordering?
Only before the order is packed, and we can’t guarantee it. Message us on WhatsApp or email hello@drpep.fit with your order number as soon as possible.
Once a shipping label is created, the address is locked. Please double-check your address — including apartment or unit number — before you confirm the order in the chat.
Which countries do you ship to?
We currently ship within Canada and South Africa.
Do you ship to freight forwarders or package-forwarding services?
No. Orders sent to freight forwarders, consolidators or reshippers aren’t eligible for shipment protection, replacement or refund.
Why did my order arrive in multiple packages?
We sometimes split an order across shipments at no extra cost to you. Check every tracking number in the chat before reporting a missing item.
What shipment protection covers, the reporting windows, and what falls outside them.
What is shipment protection and should I add it?
Shipment protection is an optional add-on you can ask for when you confirm your order on WhatsApp. It covers a package that is lost in transit, stolen after delivery or damaged on the way.
Without it, we can’t replace or refund a lost, stolen or damaged package. Once the package is handed to the carrier, the claim is made directly with them, and we’ll provide the order and tracking records you need.
It costs little relative to the order value, and we recommend it — especially where packages sit unattended.
My tracking says delivered but I never got it.
Contact us within 7 days of the delivery scan. First check with neighbours, building management, mailrooms and around the property — carriers sometimes scan early or leave packages in unexpected spots.
If shipment protection was added, we’ll review the claim and may resolve it with a replacement or store credit. We may ask for a signed statement or a police report. Without it, we can supply your records for a carrier claim.
My package arrived damaged. What do I do?
Message us within 48 hours of delivery with your order number and clear photos of the outer box, the shipping label and the damaged pens. Keep the packaging — carriers often need it for inspection.
Something is missing or I got the wrong product.
Report it within 5 days of delivery. Verified errors on our side are corrected whether or not shipment protection was added.
What doesn’t shipment protection cover?
Address errors you supplied, refused or unclaimed packages, damage after delivery, pens not refrigerated promptly after delivery, opened or used pens, and claims made outside the windows above. Full details are in the Shipping Policy.
Keeping your pens in good condition, and where our guidance stops.
How should I store the pens?
Keep them in the fridge at 2–8 °C, capped, in their case and away from light. Don’t freeze them, and don’t use a pen that has been frozen.
Follow the storage note on the product page and the pen label.
How much should I use?
Each product page lists the strength of the pen and how many clicks equal a given amount, as general guidance.
Your dose and schedule should be set with a licensed healthcare provider. We can answer product questions, but we don’t give individual medical advice.
What should I check before using a pen?
Check the product name, strength and expiry on the label, and make sure the solution is clear and the pen isn’t cracked or leaking. If anything looks wrong, don’t use it — message us with photos.
I’ve already started a pen. Can you still look at a problem with it?
Yes, but there are limits. Once a pen is in use, we can’t verify how it was stored or handled, so those cases are reviewed individually. Send the lot number from the label and photos in the chat.
What’s in each pen and how to choose.
What’s in each pen?
Each product page lists the compound, the strength per pen and its key benefits. Blends such as GLOW and CJC (DAC) + Ipamorelin list every component and its amount.
Which product is right for me?
Start with Browse by goal — Weight Management, Performance & Longevity, Advanced Recovery & Regeneration, or Skin & Aesthetic Support.
Whether a product suits you, and at what dose, is a decision to make with a licensed healthcare provider — especially if you’re pregnant or breastfeeding, have a medical condition or take other medication.
What does “>99% purity” mean?
It’s the declared purity standard for every compound in our catalogue. If you have a question about a specific pen, send us the lot number from its label on WhatsApp.
How ordering through WhatsApp works, and what happens when an order needs changing.
Do I need an account to order?
No. Build your basket on the site and tap Checkout on WhatsApp. Your basket opens as a prefilled message; our team then confirms availability, the final total, shipping and payment in the chat.
How do I pay?
Payment is arranged in the WhatsApp chat once your order is confirmed. We don’t take card details on this website.
Which currency are prices in?
Prices are shown in Canadian dollars (CAD) for Canada and South African rand (ZAR) for South Africa, based on the country you choose when you arrive. You can change it anytime from the top of the page. Shipping and any applicable taxes are confirmed in the chat before you pay.
Is there a minimum age to order?
Yes. You must have reached the age of majority in your province or territory.
Why was my order held or cancelled?
Orders can be held or cancelled for payment verification, address problems, stock availability, shipping restrictions or suspected resale.
If a cancelled order was already paid, the amount is returned the same way you paid.
Can I cancel or change my order?
Message us on WhatsApp as soon as possible. Once the order is packed we generally can’t change, combine, split, redirect or cancel it.
What’s your return policy?
Because pens are temperature-sensitive and can’t be resold once they leave us, all sales are final except as described in our Refund and Return Policy or as required by law. We don’t accept returns for change of mind, ordering the wrong product or strength, or any pen that has been opened or used.
Verified fulfilment errors, transit damage, missing items and defects in unopened pens are handled as described above.
I think I was charged incorrectly.
Message us on WhatsApp or email hello@drpep.fit with your order number before contacting your bank. Most billing issues are resolved in a single exchange.
Still need help?
Please include your order number. For questions about your health or dosing, speak with a licensed healthcare provider.
Contact our team