Shipping and Returns

Orders placed and paid for before 2:00pm ET on a business day are picked, packed and dispatched the same day. Orders placed after the cutoff, at a weekend, or on a public holiday are dispatched on the next business day.

A small number of orders take longer. The most common reasons are a lot still awaiting release from third-party testing, a payment that needs manual verification, or an address or eligibility detail we need to confirm with you. If your order will miss the cutoff we will email you rather than let it sit.

Transit time is separate from processing time and is set by the carrier and the service selected. A tracking reference is emailed as soon as the label is scanned by the carrier.

Domestic orders ship at a flat rate, shown in the order summary before you confirm. Shipping is charged per order, not per line. International rates, where we can ship to your destination, are quoted at the shipping step and vary by country, weight and the service required to keep the material cold in transit.

Quoted rates cover carriage and packaging only. They never include destination duties, import VAT, customs brokerage or handling fees — see section 5.

Lyophilized compounds are stored under temperature control at our facility and are packed for temperature-controlled transit. Depending on the compound, the destination and the transit time, that means an insulated shipper with gel packs or dry ice, packed so the material stays within its handling range for the expected duration of the journey.

• Inspect and open every shipment on arrival, before it is stored.
• Move lyophilized material into cold storage promptly on receipt — the shipper is a transit container, not a storage container.
• Where a shipment has been held up in transit or left in the open at the destination, record the condition on arrival before use.
• Follow your own laboratory’s written procedures for accepting, logging and storing incoming reagents.

Once a shipment has been signed for, its storage conditions are outside our control, and we cannot warrant material that has been held outside its handling range at the destination.

Every order ships in plain, unbranded outer packaging. There is no company name, no product name and no marketing material on the outside of the box. The return address is a neutral shipping address, and the carrier label carries only what the carrier requires.

Inside the box, each vial is labelled with the compound, the strength and the lot number, and the packing note references the certificate of analysis for that lot. Contents are declared accurately on any customs documentation — discreet outer packaging never means a mis-declared shipment.

Domestic orders. Risk passes to you on delivery to the address you supplied. Please make sure someone can receive a temperature-controlled shipment at that address on a business day.

International orders. You are the importer of record. You are responsible for establishing that the material may lawfully be imported into your country, for any licence or permit your authorities require, and for all duties, import taxes, brokerage and handling fees charged at the destination. These are billed to you by the carrier or the authority and are not included in the price you paid us.

Where a shipment is delayed, inspected, refused, seized or destroyed by a customs or regulatory authority, that loss falls on the purchaser, and we are not able to refund or replace the order. This mirrors the position set out in our research use disclaimer. If you are not certain of the position in your country, ask your own broker before you order.

We do not ship to destinations we are prohibited from shipping to under applicable export control or sanctions rules, and we will cancel and refund an order rather than attempt it.

Check your order against the packing note as soon as it arrives. If something is wrong, contact us within 7 days of delivery at [SUPPORT EMAIL — TO BE SUPPLIED] and include your order number, a photograph of the outer box, a photograph of the vial labels, and a short description of the problem.

• Damaged in transit: we replace the affected items, or refund them, once the carrier claim is filed. Keep the packaging until the claim is settled.
• Wrong item or wrong strength supplied: we ship the correct item at our cost and arrange return or disposal of the incorrect one.
• Item missing from a delivered shipment: we investigate with the carrier and either ship the missing item or refund it.
• Shipment shows as delivered but was not received: tell us within 7 days so we can open a carrier trace while the evidence still exists.

Where a compound does not conform to the certificate of analysis published for its lot, contact us with the lot number and your analytical data. Confirmed non-conformance is replaced or refunded in full.

Once a shipment has left our facility we can no longer verify its chain of custody or the temperatures it has been held at. For that reason, and to protect every other customer from material of unknown provenance:

• Research material cannot be returned for change of mind, an ordering error on your side, or because a project was cancelled.
• Opened, reconstituted, relabelled or repackaged vials cannot be returned under any circumstances.
• Returned material is never restocked or resold. Anything returned to us is quarantined and destroyed.
• Nothing may be sent back without a written return authorisation from us. Unauthorised returns cannot be refunded and cannot be sent back to you.

None of this limits the remedies in section 6 for a damaged, incorrect, missing or non-conforming order, and none of it affects any right you have under applicable law that cannot be excluded.

Orders can be changed or cancelled at no cost up to the moment they are dispatched, which on a same-day order can be within a couple of hours. Email [SUPPORT EMAIL — TO BE SUPPLIED] with your order number as early as you can. Once a label has been generated and the parcel has been handed to the carrier, the order is on its way and section 7 applies.

Email [SUPPORT EMAIL — TO BE SUPPLIED] or call [SUPPORT PHONE — TO BE SUPPLIED] with your order number. You can also use the contact form. These terms sit alongside our terms and conditions.