Shipping Policy
Dispatch timing, rates, and what happens if something goes wrong in transit.
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This Shipping Policy covers dispatch, carrier, rates, tracking, and what happens if your order is delayed or lost.
Dispatch
Vials are stored refrigerated in a dedicated sterile environment until they are packed. Orders are packed and handed to the carrier within 24 hours of payment being received on a working day. The 24 hours count from payment, not from the order: a bank transfer can take up to one working day to reach us. A payment received on a weekend or public holiday ships the next working day.
Carrier, rates, and delivery times
Every order ships on a tracked service, from inside the EU. Shipping rates and delivery estimates are shown in the cart and at checkout. Free shipping on orders over €175. We deliver within the EU only; Norway, Switzerland and the United Kingdom are not served, and neither are the Canary Islands, Ceuta or Melilla.
Packaging
All orders ship in plain, unmarked outer packaging with no product names, logos or contents visible from outside. Vials travel in a rigid case inside a padded pocket, inside a sealed mailer.
Tracking
You will receive a tracking link by email as soon as your order is dispatched.
Lost or delayed shipments
If your order has not arrived within the delivery estimate shown at checkout, contact [email protected] with your order number. We will open an enquiry with the carrier; its claim window applies. Once the carrier confirms a parcel as lost, we send one free replacement or refund the order, as set out in our Refund Policy.
Contact
Every product on this site is supplied strictly for laboratory and research use, never for human or animal consumption. Nothing in this document alters that.
Something here unclear?
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