Shipping and delivery
How we review, pack and ship your order, what it costs and what to do if something goes wrong on the way.
In short
- Orders are reviewed and dispatched within 1–2 business days of payment.
- Standard tracked shipping is free over $150, otherwise $12. Express is $28.
- Report a damaged or missing parcel within 48 hours of delivery.
01Order review and dispatch
Every order is checked by our team against our research use policy before it is packed. Once payment has cleared, we aim to dispatch within 1–2 business days.
Orders placed after 14:00, or on weekends and public holidays, start their review on the next business day.
If we need more information before we can ship, we email you. Your order is held until we hear back.
02Shipping methods and costs
| Method | Delivery time | Cost |
|---|---|---|
| Standard, tracked | 3–5 business days after dispatch | Free over $150, otherwise $12 |
| Express, tracked | 1–2 business days after dispatch | $28 |
Delivery times are estimates from the courier and aren't guaranteed. You choose your method at checkout and the cost is shown before you pay.
03Where we ship
We only ship to destinations where the materials can lawfully be bought for research. It is your responsibility to check the rules that apply where you are before you order.
If we can't ship to your address, we tell you before dispatch and refund the order in full.
04Packaging
- Every vial is crimp-sealed with an aluminium cap.
- Vials are cushioned and packed to protect them from knocks and light.
- The outer box is plain and unbranded.
- Lot documents are emailed to you, not packed in the box.
05Tracking
We email a tracking link as soon as your order ships. If you haven't received it within two business days of payment, contact us.
06Customs, duties and import rules
International orders may be subject to import duties, taxes or inspection. These are charged by the destination country and are the recipient's responsibility.
Parcels held or destroyed by customs because of local rules are not eligible for a refund.
07Delays, damage and missing parcels
If your parcel arrives damaged, or is marked delivered but hasn't arrived, tell us within 48 hours of the delivery date. Include your order number and photos of the parcel and its contents.
We'll open a claim with the courier and replace or refund the affected items. See returns and refunds for details.
08Incorrect addresses and failed delivery
Please check your address carefully at checkout. If a parcel is returned to us because of an incorrect address or a failed delivery, we can reship it once you pay the new shipping cost.
This policy is provided for information. If anything here conflicts with a law that protects you, that law applies.