Returns & Cancellations

PepSupply sells 3D-printed storage cases for vials and small supplies, produced to order from the configuration you build in our 3D case customizer. Because each case is manufactured specifically for you, our return policy differs from that of an off-the-shelf product — please read the sections below before ordering.

PepSupply ships within the United States only, and all refunds are issued in US dollars (USD) to your original payment method.

For a custom 3D-printed case, you may cancel for a full refund within 48 hours of placing your order, provided printing has not yet begun. To request a cancellation, contact us immediately at support@pepsupply.com with your order number.

Once printing of your custom case begins (typically 2-3 business days after order placement), cancellations are no longer possible, since the case is produced specifically to your configuration. If you need to cancel after printing has started, please contact us; in some cases we may be able to accommodate a partial refund, minus costs already incurred.

We stand behind everything we ship. If your case arrives damaged, with a printing defect, or if you receive the wrong item, we will reprint it or issue a full refund at no cost to you.

Please inspect your order promptly upon arrival. Contact us within 7 days of delivery at support@pepsupply.com with:

• Your order number
• Clear photos of the damage, defect, or incorrect item from multiple angles
• A description of the issue

Our team will assess the situation and arrange a reprint or refund depending on the nature of the issue.

If the custom case you receive doesn't match the configuration you built in the 3D case customizer (wrong color, dimensions, interior tray, or logo), we sincerely apologize. This is our error and we'll make it right.

Contact us immediately at support@pepsupply.com with your order number and photos of the case. We'll arrange return of the incorrect case at no cost to you and expedite a reprint of your correct configuration at no additional charge.

If you purchased a standard catalog case with no personalization (no custom dimensions, logo, or engraving), it may be returned within [TODO: return window, e.g. 14] days of delivery, provided it is unused, undamaged, and in its original packaging.

Approved change-of-mind returns of non-customized cases may be subject to a restocking fee of [TODO: restocking %] to cover handling and re-inspection. Any case that has been personalized in the customizer is made to order and follows the policy below instead.

Because each custom case is 3D-printed to the exact configuration you build in the case customizer, made-to-order cases are generally non-refundable and non-returnable except where the case is defective, damaged in transit, or does not match your configuration (our error).

Before placing your order, we strongly encourage you to:

• Carefully review all dimensions and interior tray options in the 3D case customizer
• Use the preview to confirm color, layout, and logo placement
• Double-check that the vials or supplies you plan to store will fit
• Contact our team with any questions before you check out

Remember that you can cancel a custom case within 48 hours of ordering (before printing begins) for a full refund — see Order Cancellation above.

If you discover an issue after delivery and the initial inspection period, please contact us as soon as possible at support@pepsupply.com.

We cover printing and material defects that appear under normal handling, including:

• Layer separation or structural failure of the print under normal use
• Warping or dimensional defects outside stated tolerances
• Interior trays or lids that fail to fit or close as configured

Please note that visible layer lines and slight color variation between filament batches are inherent characteristics of 3D printing, not defects. Coverage also does not extend to normal wear and tear, damage from misuse, exposure to heat or solvents, drops or accidents, or modifications made after delivery.

For approved cancellations or returns, refunds are issued in US dollars (USD) to your original payment method within 5-10 business days after we confirm the cancellation or receive and inspect the returned item.

Return shipping costs will be covered by PepSupply for any items returned due to our error (defects, damage in transit, wrong item, or a case that doesn't match your configuration). For approved change-of-mind returns of non-customized catalog cases, return shipping is the customer's responsibility.

Because custom cases are made to order, it pays to get it right the first time. Our team can walk through your case configuration and dimensions in the 3D customizer, help you confirm that what you plan to store will fit, and answer questions about materials, colors, and finishes.

Contact us at support@pepsupply.com with your questions before placing your order, and we'll be glad to help.