help – Peak1

ABOUT OUR PRODUCT ORDERS AND ORDERING SHIPPING AND DELIVERY RETURNS, REFUNDS AND EXCHANGES SUBSCRIPTIONS AND ACCOUNTS

ABOUT OUR PRODUCT

We are unable to accept returns on certain items. These will be carefully marked before purchase.

Peak1 offers sports nutrition products for customers with different training, fitness, and active lifestyle needs.
Our product selection may include protein powders, pre-workout products, creatine, amino acid products, vitamins, and other sports nutrition or wellness-related products.
Available products may vary depending on market, inventory, brand availability, and product eligibility.

Our products are intended for adults and individuals who understand their own fitness, nutrition, and lifestyle needs.
Customers should read the product label, ingredient list, usage directions, allergen information, and warnings before using any product.
Customers who are pregnant, nursing, under 18, have a medical condition, take medication, or are unsure whether a product is suitable should consult a qualified healthcare professional before use.

Customers should choose products based on their personal goals, training routine, dietary preferences, ingredient tolerance, and product label information.

Protein products are commonly selected by customers looking to support daily protein intake.
Pre-workout products are commonly selected by customers before training, but customers should carefully review caffeine content, stimulant content, and usage directions.
Creatine products are commonly selected by customers with strength training or performance-related goals.
Vitamins and wellness-related products should be selected based on individual nutrition needs and label instructions.

Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.

We make efforts to display product images, packaging, flavor names, sizes, and product information accurately.
Product packaging may occasionally change due to brand updates, manufacturer changes, regional packaging differences, or inventory batch differences.
The actual product received may vary slightly from images shown on the website, but the product identity, size, flavor, and core product information should match the order.

We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.

ORDERS AND ORDERING

Orders are usually processed within 1–3 business days after payment is confirmed.
Orders are not processed or shipped on weekends or public holidays.
During peak seasons, holidays, promotional periods, or periods of high order volume, order processing may take longer than usual.

If we are unable to process or ship an order due to inventory, address, payment, compliance, or carrier-related issues, we may contact the customer for additional information or cancel and refund the order where necessary.

If an order has not yet been shipped or fulfilled, customers may contact us to request cancellation. Once an order has been shipped, it cannot be canceled and will be handled according to our Return and Refund Policy.

Customers are responsible for entering a complete and accurate shipping address, phone number, email address, and recipient information at checkout.
If an order has not yet been shipped, customers may contact us as soon as possible to request an address correction. We cannot guarantee that address changes can be made after an order is placed.
Once an order has been shipped, we may be unable to change the shipping address or redirect the package.
We are not responsible for delays, failed delivery, returned packages, or lost packages caused by incorrect, incomplete, or outdated shipping information provided by the customer.

SHIPPING AND DELIVERY

We currently ship to destinations available at checkout.

If a country, region, province, state, or shipping method is not available at checkout, it means that we currently do not offer shipping to that destination or that the selected product is not eligible for delivery to that destination.

For orders shipped within the United States, available shipping methods and shipping fees will be displayed at checkout before payment is completed.
Estimated delivery times may vary depending on the destination, shipping method, carrier availability, warehouse processing time, weather conditions, public holidays, and other factors beyond our control.
Once the order has been shipped, tracking information will be provided by email when available.
Customers are responsible for providing a complete and accurate shipping address at checkout. We are not responsible for delivery delays, failed delivery, or lost packages caused by incorrect, incomplete, or outdated address information.
If a package is returned to us due to an incorrect address, failed delivery attempt, refusal to accept the package, or failure to collect the package, the customer may be responsible for any return shipping cost, re-shipping cost, handling fee, or other related cost.

For orders shipped to Vietnam, available shipping methods and shipping fees will be displayed at checkout before payment is completed.
Estimated delivery times may vary depending on the destination, shipping method, carrier availability, customs clearance, local delivery conditions, public holidays, and other factors beyond our control.
For Vietnam orders, customers are responsible for providing a complete and accurate shipping address, phone number, and contact information at checkout. A valid phone number may be required for courier contact, delivery confirmation, or customs-related communication.

Shipping fees are calculated and displayed at checkout before payment is completed.
The final shipping cost may vary depending on the delivery destination, order weight, shipping method, carrier availability, and any applicable promotions.
Unless otherwise stated, shipping fees are non-refundable once the order has been shipped.

Estimated delivery times are provided for reference only and are not guaranteed.
Actual delivery time may be affected by order processing time, courier delays, customs clearance, weather conditions, public holidays, incorrect shipping information, failed delivery attempts, or other events beyond our control.
We are not responsible for delays caused by the carrier, customs authority, local delivery provider, or events outside our reasonable control.

Once an order has been shipped, tracking information will be sent by email when available.
Tracking information may take time to update after the package is handed over to the carrier.
For Vietnam orders, some local courier services may not provide real-time tracking or may not provide tracking information. If tracking information is not available, please do not worry. The order will still be processed and delivered through the selected delivery service.
Delivery status shown by the carrier will be considered the official delivery record.

For Vietnam orders, import duties, taxes, customs fees, and local charges are not included in the product price or shipping fee.
These charges may be collected by the courier or customs authority upon delivery and are the customer’s responsibility.
Customers are responsible for checking and complying with applicable import regulations, customs requirements, product restrictions, and local laws before placing an order.
If a package is delayed, held, rejected, returned, abandoned, or destroyed due to customs clearance issues, unpaid duties or taxes, failure to provide required information, refusal to accept delivery, or local import restrictions, the customer may be responsible for any related cost, including but not limited to customs fees, return shipping fees, storage fees, handling fees, and non-recoverable charges.

Some products may be subject to shipping restrictions, carrier restrictions, customs restrictions, import restrictions, or local regulations depending on the destination.
We reserve the right to cancel and refund any order that cannot be shipped or delivered due to product restrictions, carrier limitations, customs restrictions, local regulations, unavailable shipping service, or compliance-related concerns.

If a package is lost, damaged, or missing during delivery, customers should contact us as soon as possible with the order number, photos if applicable, and any relevant delivery information.
We will assist with checking the shipment status and, where applicable, filing a claim with the carrier.
Resolution may depend on the carrier’s investigation result, delivery record, and applicable carrier policy.

RETURNS, REFUNDS AND EXCHANGES

Return requests must be submitted within 14 days after the order is delivered.
Return requests submitted after 14 days from delivery may not be accepted unless required by applicable law.

We are unable to accept returns on certain items. These will be caReturns must be authorized by our support team before being sent back.
Return requests must be submitted through the customer account portal or by contacting our support team with the order number, reason for return, and relevant photos or supporting information where applicable.
If the return request is approved, return instructions and the return address will be provided by email.
Items returned without prior authorization may not be accepted.refully marked before purchase.

To be eligible for return, items must be:

Unopened;
Unused;
Sealed;
In their original packaging;
In the same condition as received;
Accompanied by proof of purchase or order information.

For product safety reasons, opened supplements, used products, broken-seal items, or products that are not in their original condition are not eligible for return unless the product arrives damaged, defective, incorrect, or otherwise does not match the order due to our error.

For Vietnam orders, returns are subject to product safety, customs, and supplement handling requirements.
Opened or broken-seal supplement products are not eligible for return due to product safety and hygiene reasons, unless the product arrives damaged, defective, incorrect, or does not match the order due to our error.
Customers may be required to provide photos, videos, packaging information, delivery information, or other supporting materials to help us review the return, refund, or exchange request.

The following items are not eligible for return unless they arrive damaged, defective, incorrect, or do not match the order due to our error:

Opened supplement products;
Used products;
Products with broken seals;
Products without original packaging;
Products damaged after delivery due to misuse, improper storage, or customer handling;
Gift cards;
Products that cannot be returned for product safety, hygiene, customs, or regulatory reasons.

Customers should inspect the order upon delivery and contact us as soon as possible if the item is damaged, defective, incorrect, or missing.

To help us review the issue, customers may be asked to provide:

Order number;
Photos or videos of the product;
Photos of the outer packaging;
Photos of the shipping label;
Description of the issue.

If the issue is confirmed to be caused by our error, we may offer a replacement, exchange, refund, or other appropriate solution in accordance with applicable law.

For returns due to customer preference, ordering the wrong item, change of mind, or other reasons not caused by our error, the customer is responsible for the return shipping cost.
For returns caused by our error, such as damaged, defective, incorrect, or missing items, we will provide further instructions and may cover the applicable return shipping cost where required.
Original shipping fees are non-refundable unless the return is caused by our error or otherwise required by applicable law.

Once the returned item is received and inspected, we will notify the customer whether the refund has been approved.
If approved, the refund will be processed to the original payment method where possible.
The time required for the refund to appear may vary depending on the payment provider, bank, or card issuer.
If a refund is approved for a returned package, any applicable original shipping fees, return shipping costs, customs charges, storage fees, handling fees, or other non-recoverable costs may be deducted from the refund amount, unless the return is caused by our error or otherwise required by applicable law.

Exchanges may be available depending on product availability, order status, product condition, and applicable return requirements.
If an exchange is approved, the customer may be responsible for any price difference, additional shipping cost, customs charge, or related fee unless the exchange is caused by our error or otherwise required by applicable law.

If a package is returned due to an incorrect address, failed delivery attempt, refusal to accept the package, unpaid duties or taxes, customs issues, or failure to collect the package, the customer may be responsible for any related return shipping cost, re-shipping cost, customs fee, storage fee, handling fee, or other non-recoverable cost.
If re-shipment is requested and available, an additional shipping fee may apply.
If a refund is approved for a returned package, any applicable shipping fees, return costs, customs charges, handling fees, storage fees, or other non-recoverable costs may be deducted from the refund amount, unless otherwise required by applicable law.

Returned products may be inspected before any refund, replacement, or exchange is approved.
We reserve the right to refuse a return, refund, or exchange if the product has been opened, used, damaged after delivery, tampered with, returned without authorization, or returned in a condition that does not meet this policy, unless the issue is caused by our error or otherwise required by applicable law.