Complaints & Dispute Resolution Policy
If something about your order, account, or experience with SolPeptide by SolXGenix.com is not right, we want the chance to fix it.
Effective Date: August 29, 2026 | Last Updated: August 29, 2026
1. Purpose and Scope
This Complaints and Dispute Resolution Policy (“Policy”) explains how customers, researchers, laboratories, and wholesale account holders can raise a complaint about an order, a product, our website, or any other aspect of doing business with SolPeptide by SolXGenix.com, operated by Unioncore Trade LLC, and how such complaints are handled, escalated, and — where they cannot be resolved directly — addressed through alternative dispute resolution and applicable regulatory channels. It should be read together with our Terms of Service, Shipping & Returns Policy, and Privacy Policy.
This Policy is written specifically for our business and reflects the complaint-handling process we actually use. It is not a generic or copy-pasted template. It only references dispute-resolution mechanisms and regulatory bodies that are currently active and in operation in the United States as of the effective date above.
2. Business Identification
Business Name: SolPeptide by SolXGenix.com
Registered Company Name: Unioncore Trade LLC
EIN: 41-2920005
Business Address: 5830 E 2nd St, Ste 7000 #31050, Casper, WY 82609, United States
Email: info@solpeptide.com
Phone: 1-404-770-5020
Support Hours: Mon–Fri, 9:00 AM – 6:00 PM EST. We aim to respond to all enquiries within 1 business day.
Website: https://solxgenix.com
Service Area: We currently ship to addresses within the United States of America only.
3. How to File a Complaint With Us
You may raise a complaint directly with us using any of the following channels. We accept complaints regardless of which channel you use, and you do not need to have placed an order to raise a concern about our website or business practices:
- Contact Form: /contact
- Email: info@solpeptide.com
- Phone: 1-404-770-5020 (Monday – Friday, 9:00 AM – 6:00 PM Eastern Time)
- Mail: Unioncore Trade LLC, 5830 E 2nd St, Ste 7000 #31050, Casper, WY 82609, United States
To help us investigate and resolve your complaint as quickly as possible, please include, where applicable:
- Your order number and the email address or account used to place the order.
- A clear description of the issue and, if relevant, the specific product involved.
- Any relevant photos — for example, of a damaged item, an incorrect shipment, or a broken seal, consistent with our Shipping & Returns Policy.
- The outcome you are seeking (for example, a replacement, a refund, store credit, or simply a correction of information).
4. Our Complaint-Handling Process
4.1 Acknowledgment: We acknowledge every complaint received through the channels in Section 3 within 1 business day, consistent with our standard support hours (Monday – Friday, 9:00 AM – 6:00 PM Eastern Time).
4.2 Investigation: A member of our support team reviews the complaint, which may include checking order and shipment records, reviewing product batch and Certificate of Analysis (COA) information, and, where relevant, requesting additional information or photos from you.
4.3 Resolution: Where a complaint concerns a damaged, incorrect, or defective item, or a shipment issue, we resolve it according to the terms of our Shipping & Returns Policy, which may include a reshipment at no cost or store credit. For complaints about other matters — including our website, our communications, or the conduct of our staff — we aim to provide a substantive response and, where appropriate, a proposed resolution as promptly as the complexity of the issue allows.
4.4 Escalation Within Our Company: If you are not satisfied with the initial response to your complaint, you may request that it be escalated for further review by replying to the same email thread or contacting us again at info@solpeptide.com and asking for your complaint to be escalated. Escalated complaints are reviewed by a senior member of our support team.
5. Alternative Dispute Resolution (ADR) Options
If a complaint cannot be resolved directly with our support team, the following alternative dispute resolution options are currently active and available to U.S. consumers and businesses. We encourage you to try direct resolution with us first, since most issues can be resolved quickly at that stage, but you are not required to do so before using any of the options below:
5.1 Informal Negotiation: Many complaints are resolved through a direct, good-faith conversation between you and our support team, without the need for a third party. We are always willing to discuss a reasonable resolution directly.
5.2 Independent Mediation: Mediation is a voluntary process in which a neutral third-party mediator helps both sides reach a mutually acceptable resolution without either side being bound by a decision. Mediation services are available on a fee basis from private providers such as the American Arbitration Association (AAA) and JAMS, among others, and either party may propose mediation as a step before pursuing court action.
5.3 Better Business Bureau (BBB) Complaint Process: The Better Business Bureau operates a free, active complaint and business-response process for U.S. consumers. You can file a complaint about our business through the BBB's official website at www.bbb.org. The BBB will forward your complaint to us and give us the opportunity to respond, and the process is documented publicly on the BBB business profile.
5.4 Small Claims Court: For disputes involving a limited dollar amount, small claims court is an active, low-cost forum available in every U.S. state that allows consumers and businesses to resolve disputes without the need for an attorney. Filing requirements, dollar limits, and procedures vary by state and county; your local county courthouse or its website can provide current filing information for your jurisdiction.
5.5 Formal Legal Proceedings: Where a dispute cannot be resolved through the options above, either party may pursue formal legal action. As set out in Section 15 of our Terms of Service, any such proceeding is governed by the laws of the State of California and is resolved in the state or federal courts located in California.
6. Reporting to Government Consumer Protection Agencies
In addition to resolving a complaint directly with us or through the alternative dispute resolution options above, you may also report a concern to the following currently active U.S. government agencies. Reporting to a government agency does not require you to have first contacted us, although we always encourage giving us the opportunity to resolve the issue directly:
6.1 Federal Trade Commission (FTC): The FTC accepts consumer complaints about deceptive or unfair business practices, including online retail, through its active reporting portal at ReportFraud.ftc.gov, or by calling 1-877-FTC-HELP (1-877-382-4357).
6.2 U.S. Food and Drug Administration (FDA): Because our products are chemical research materials and not FDA-approved drugs, complaints about product quality, adverse events, or safety concerns involving a product purchased from us — including if a product is suspected to have been used or marketed improperly for human consumption — can be reported to the FDA through its Safety Reporting Portal at www.safetyreporting.hhs.gov.
6.3 Your State Attorney General's Consumer Protection Division: Every U.S. state maintains an active consumer protection division within its Attorney General's office, which accepts complaints about businesses operating in or selling into that state. Contact information for your state Attorney General's consumer protection division can be found on your state Attorney General's official government website.
6.4 Carrier and Shipping Complaints: For complaints specifically about a lost, delayed, or mishandled shipment, you may also file a claim directly with the carrier (USPS or UPS, as applicable to your order) in addition to contacting us, consistent with Section 4 of our Shipping & Returns Policy.
7. State-Specific Complaint Resources
The table below summarizes state-specific consumer-protection frameworks and complaint channels currently active and in force.
| State | Consumer-Protection Law | Complaint Channel |
|---|---|---|
| California | Consumers Legal Remedies Act, Cal. Civ. Code § 1750 et seq.; Unfair Competition Law, Cal. Bus. & Prof. Code § 17200 et seq. | California Attorney General, Public Inquiry Unit, consumer complaint process via the Attorney General's official website. |
| New York | General Business Law § 349 (deceptive acts and practices) | New York Attorney General, Consumer Frauds and Protection Bureau, consumer complaint process via the Attorney General's official website. |
| Texas | Texas Deceptive Trade Practices–Consumer Protection Act (DTPA), Tex. Bus. & Com. Code § 17.41 et seq. | Texas Attorney General, Consumer Protection Division, consumer complaint process via the Attorney General's official website. |
| Florida | Florida Deceptive and Unfair Trade Practices Act (FDUTPA), Fla. Stat. § 501.201 et seq. | Florida Attorney General, Consumer Protection Division, consumer complaint process via the Attorney General's official website. |
| Illinois | Illinois Consumer Fraud and Deceptive Business Practices Act, 815 ILCS 505/1 et seq. | Illinois Attorney General, Consumer Fraud Bureau, consumer complaint process via the Attorney General's official website. |
| Wyoming | Wyoming Consumer Protection Act, Wyo. Stat. § 40-12-101 et seq. | Wyoming Attorney General, Consumer Protection Unit, consumer complaint process via the Attorney General's official website. (Wyoming is our state of business registration.) |
| All other states | State unfair or deceptive acts and practices (UDAP) statutes (default framework) | Every U.S. state Attorney General maintains a consumer protection division that accepts complaints against businesses selling into that state, in addition to the federal channels described in Section 6. |
Important Note on the State Table: The agencies and statutes above are active and currently in force as of August 29, 2026, and are provided for general reference only — not legal advice. Regardless of which state you are contacting us from, we apply the same internal complaint-handling process described in Sections 3 and 4 of this Policy to every complaint we receive.
8. Consumer Rights and Fair-Trading Principles
Consistent with core U.S. consumer-protection principles, we commit to:
- Accessible complaint channels: you can reach us by contact form, email, phone, or mail, and we do not require you to use a particular channel.
- Prompt acknowledgment: every complaint is acknowledged within 1 business day.
- No retaliation: raising a complaint, escalating it, or reporting us to a government agency never affects your ability to place future orders or receive support.
- Transparency about alternatives: we clearly disclose the alternative dispute resolution and regulatory reporting options available to you if we cannot resolve a complaint directly, rather than presenting our own process as your only option.
- Good-faith resolution: we investigate every complaint on its merits and aim to reach a fair outcome consistent with our published policies.
9. Changes to This Policy
We may update this Policy when we change our complaint-handling process or when the dispute-resolution and regulatory-reporting options described above change. Updates take effect immediately upon posting to this page with a revised “Last Updated” date. We will remove references to any dispute-resolution mechanism or regulatory body described in this Policy if it ceases to be active or in operation.
10. How to Contact Us
Business Name: SolPeptide by SolXGenix.com (Unioncore Trade LLC)
Email: info@solpeptide.com
Phone: 1-404-770-5020
Address: 5830 E 2nd St, Ste 7000 #31050, Casper, WY 82609, United States
Contact Form: /contact
Support Hours: Mon–Fri, 9:00 AM – 6:00 PM EST
12. Disclaimer
⚠ DISCLAIMER: This Complaints and Dispute Resolution Policy describes the process SolPeptide by SolXGenix.com, operated by Unioncore Trade LLC (EIN: 41-2920005), uses to handle complaints in connection with the sale of research-grade peptides sold strictly for in vitro laboratory research use only (RUO). This Policy is not legal advice. All products sold on this website are not FDA-approved, not intended for human or veterinary use, and not intended to diagnose, treat, cure, or prevent any disease. SolPeptide by SolXGenix.com is not a compounding pharmacy or outsourcing facility as defined under Sections 503A/503B of the Federal Food, Drug, and Cosmetic Act.