Shipping & Delivery
How can I place an order?
We accept orders in the following formats:
- Purchase Orders – Please email to email@example.com. For 30-day payment terms please provide as an institutional headed document with billing and shipping addresses and purchase order reference.
- Directly on our website
- Paid by Paypal – paid in advance of order dispatch
- Payment via Stripe – paid in advance of order dispatch
- Payment via Bank Transfer – paid in advance of order dispatch
How long does order processing take?
Lead times vary according by product. Typically this will take up to 2 weeks to despatch where we need to replace stock. Most orders are expected to despatch within 1 week from the date we receive an order.
Which countries do you ship to?
We frequently ship across the global to a variety of international locations. Whilst we have capability to dispatch to most regions, we also recommend that you check out our distributors webpage for in-country representatives who could assist you with importation processes. If you cannot find an appropriate distributor for your region, feel free to contact us and we will support your enquiry.
Which couriers do you use?
We use DHL and Fedex to cover domestic and international destinations. If you have a particular preference for your region please note this on your order and we will make appropriate arrangements where possible.
What condition will my order be shipped?
For the majority of our products shipment is carried out on gel ice packs, with insulated packaging. For any items where dry ice is required we will inform you, and a surcharge may be applicable to the order.
Can you ship to a residential address?
Due to the nature of the goods offered on our website, we will not dispatch any goods to residential addresses. If you make an order to a residential address through the website we will contact you and request you to provide us with an appropriate business/institution address. If this cannot be provided then the order will be cancelled.
Our premises are closed on the weekends. Can the order be delivered on weekdays?
We time all of our dispatches for arrival between Mon-Fri, and our couriers are aware to deliver Mon-Fri only. For UK orders, we will dispatch orders Mon-Thurs to ensure next day delivery. If you would like to receive your order on the weekend please make a note at the time of ordering and we will make the appropriate arrangements.
Will tax be charged on my order?
The majority of our customers will be exempt from VAT, and all prices indicated on our website are exclusive of VAT and customs duties.
- UK customers – Charitable institutions can receive VAT exemption when providing a corresponding VAT exemption certificate with their order. Businesses who do not hold VAT exemption status for medical research will be charged VAT if an exemption certificate cannot be provided.
- EU customers - Please provide your tax number with your order as it will help to facilitate the customs clearance process.
- Rest of world – VAT will not be charged on your order. However, import customs officers may charge VAT according to the country of destination.
How much does delivery cost?
|Country||Shipping Fees||Shipping Time From Dispatch|
Free on orders over £150
Free on orders over €187.50
2-3 days (region dependent)
Free on orders over $217.50
|Rest of World||$65.25
Free on orders over $217.50
|2-5 days (region dependent)|
How can I cancel an order?
You may contact us at any time prior to dispatch to request a full refund on your order. After despatch order cancellations cannot be accepted. A refund may be possible under specific circumstances which meet the terms of our service guarantee.
What should I do if my product is damaged upon receipt?
If there is damage to your ordered products on receipt you should contact us within 7 days along with any evidence of damage sustained.
The courier has not delivered my order, but we have been notified the delivery was made. How can we reconcile our products?
If a courier has marked a package as delivered, please check with all of your local facilities and operational departments as the first point of call. Particularly, with deliveries to large institutions please contact your reception areas or technicians, in case they have been picked up and stored already. Following this, please contact the local courier to identify the location of the dropoff. If after following all of these steps you are still unable to locate the package please contact us and we will initiate a case with the courier to reconcile the parcel.
Service disruptions – holidays affecting orders
There are a number of national holidays which will affect our despatch schedules throughout the year. This includes festivals in December, February and Spring, as well as specific country and regional holidays. During periods of likely delays we update our customers with website and email notifications. You are welcome to join our email marketing lists to receive up to date information on these events and how they may impact our despatches.