Shipping and returns

Reviewed orders are despatched within one to two business days. A first order on a new account is released only after account review, which may add time. Restricted items are held until documented institutional review is complete and may ship separately from the rest of an order.

Shipping is charged at a flat rate and is included on orders over the published threshold.

Material ships ambient in insulated packaging. Lyophilized material is stable across a short ambient transit window, so cold chain shipping is not used and is not necessary. Transfer material to -20 °C on the day it arrives.

Each shipment includes the certificate for the lot despatched. The lot code on the certificate matches the lot code printed on the vial.

We ship to research addresses in jurisdictions where supply of the material is lawful. We do not ship to residential addresses that cannot be connected to an account institution. The customer is responsible for confirming that import and possession are lawful at the destination and for any duty or import charge.

Unopened vials in original packaging may be returned within fourteen days of delivery. Contact us before returning anything so the return can be recorded against the lot.

Opened vials cannot be returned. Once packaging integrity and storage conditions leave our control we cannot return material to saleable stock, and we will not resell material we cannot certify.

Where material is delivered outside specification, damaged or incorrect, we replace or refund it in full. Report it within seven days of delivery with the lot code.