Shipping Policy

The Pep Club ships two distinct categories of physical goods to patients in the United States: (a) at-home biomarker collection kits dispatched on a monthly cadence by the platform's fulfillment operations, and (b) compounded medications dispatched on a per-prescription basis by the affiliated 503A compounding pharmacy. Each category has its own carrier mix, packaging, and timing, described below.

This Shipping Policy is incorporated by reference into the Terms of Service and should be read together with the Refund Policy for the remedies that apply when a shipment fails.

The Pep Club ships only within the United States and only to states in which the Medical Practice has a licensed physician AND the affiliated pharmacy holds an active dispensing license. The current list of supported states is published at /state-availability and is enforced at signup and at each renewal. We do not ship to APO or FPO addresses, to U.S. territories at this time, or internationally.

If your shipping address changes after signup, update it in the patient portal at least seven (7) days before the next scheduled ship date. If you relocate to a state where one or both halves of the care loop are not licensed, the Medical Practice may, in its sole clinical discretion, pause or terminate your care relationship; see the Terms of Service for details.

Biomarker collection kits are shipped monthly to patients enrolled in a Biomarker Plan. Each kit includes the capillary-collection device, a pre-addressed return mailer, an accession barcode that ties the kit to your account, and the instructions specific to the panel tier you selected.

Processing. Kits are picked and labeled within two (2) business days of the cycle's billing date. You will receive an email with a tracking number when the carrier accepts the shipment.

Carrier and transit. Outbound kits ship via UPS or USPS Ground (typically three to seven (3 to 7) business days transit). The return mailer is pre-paid and uses USPS First-Class or USPS Priority Mail depending on the panel tier; the patient drops it in any U.S. mailbox or hands it to a carrier.

Stability. Capillary samples are stable in the kit's collection device under the conditions described in the kit's included instructions. Mail the return envelope promptly after collection; the lab cannot accept samples that have been sitting at room temperature beyond the kit's documented stability window.

Compounded medications prescribed through the Platform are filled and shipped by the affiliated 503A compounding pharmacy. The pharmacy operates its own carrier, packaging, and cold-chain SOPs; the rules below summarize the SOP in patient-facing terms.

Processing. Compounding begins within one to three (1 to 3) business days of a physician finalizing your prescription. Total time from prescription to dispatch is typically two to five (2 to 5) business days, depending on the preparation and the queue at the pharmacy.

Carrier and transit. Outbound prescriptions ship via UPS or FedEx Priority Overnight or 2-Day, with the carrier and service level chosen by the pharmacy based on the preparation, the destination, and weather conditions in transit. Signature on delivery may be required for certain preparations.

Cold-chain handling. Temperature-sensitive preparations ship in insulated packaging with phase-change cooling media calibrated for two to seven (2 to 7) day excursions. Vials, syringes, and accessory items are protected from shock and light. Upon delivery, refrigerate any preparation labeled for cold storage within two (2) hours and follow the storage temperature on the medication label. If the cold packs in your shipment are fully thawed and the medication feels warm to the touch on arrival, do not use it; report the shipment per Section 6.

If your shipment is delayed beyond the documented delivery window, arrives damaged, arrives with visibly compromised cold-chain packaging, contains the wrong preparation or quantity, or is reported as delivered but cannot be located, contact patient support at hello@thepepclub.com within forty-eight (48) hours of the qualifying event. We will open a carrier trace and coordinate the remedy with the pharmacy.

The standard remedy for a verified shipping failure or pharmacy error is a re-compound and re-ship at no additional cost to the patient. Cash refunds for dispensed compounded medication are not available; the full no-refund rule is in the Refund Policy.

Shipping issues, address changes, and tracking questions: hello@thepepclub.com.

Clinical questions about a delivered preparation: send a message through the patient portal so it can be routed to a physician of the Medical Practice.

Medical emergencies: call 9-1-1 or go to the nearest emergency department.