Shipping & returns

Dispatch

Orders are dispatched within 2 working days of being placed, where all lines are in stock. Orders are sent on a tracked service within the United Kingdom.

Deliveries are made to the delivery address given at checkout.

Packaging and temperature

Vials are shipped at ambient temperature, held in foam inside an insulated box that buffers them against heat and knocks in transit. Lyophilised material is shipped this way as standard; no ice packs are used. Transfer to −20 °C promptly on receipt; the full specification is on quality & testing.

Shipping charge

A flat rate per order, shown at checkout. There is no order value above which it is waived.

Returns

• Unopened vials may be returned within 14 days of delivery where they have been stored as specified since delivery.
• Opened vials cannot be returned. Once a vial has been opened the specification on its certificate can no longer be relied upon, and it cannot go back into stock.
• Material that does not meet the specification on the certificate for its lot is replaced or refunded in full, including shipping, on return of the affected vials.
• Contact us before returning anything, quoting the order reference and the lot number, so a return can be authorised and its packaging arranged.

Damage or shortage

Report damage in transit or a shortage within three working days of delivery, with the order reference and photographs of the packaging as received.