How orders leave here, and how they reach you

Orders placed and cleared before 2:00 pm ET on a business day are picked and dispatched the same day. Orders placed after the cut-off, at a weekend, or on a public holiday leave on the next business day. We do not dispatch on weekends, because a parcel entering the network on a Saturday sits in a depot rather than moving.

“Cleared” means payment has settled and the research-use acknowledgement attached to the order is complete. Orders held for verification — an address mismatch, a first-time bulk order, an institutional purchase order awaiting confirmation — are flagged by email the same day rather than left silently in a queue.

Every dispatch generates a packing slip listing each item, its variant, and the lot code shipped against it. Keep it: the lot code is how a vial on your bench is tied back to its certificate in the COA library.

Vials are sealed, individually sleeved, and packed in a rigid outer carton with shock-absorbing fill. Nothing on the exterior of the parcel names the compound inside; the shipping label carries our business name and nothing more. That is a security measure, not a customs strategy — the contents are declared accurately on all documentation, every time.

Ambient shipments

Lyophilized powders are stable at ambient temperature for the duration of normal transit, which is why they are lyophilized. They travel without refrigeration and should be moved to their long-term storage conditions on arrival. Each product page states the storage condition for that material.

Rates are flat per order, not per item, and are calculated at checkout once a destination is entered. Transit times are carrier business-day estimates counted from dispatch, not from the moment the order was placed.

All parcels are declared accurately, with the correct description and value. We will not undervalue a shipment, mark a sale as a gift, or alter a description on request. Asking is grounds for cancelling the order.

A tracking number is emailed at dispatch, and you can look an order up at any time from the order status page using your order number and the email address you ordered with. Carrier systems commonly take four to eight hours to show a first scan, and a number that returns nothing on the evening of dispatch is normal rather than a sign of a problem.

Tracking that has not updated for four business days is worth contacting us about.

Damaged on arrival

Inspect the parcel before opening it. If the outer carton is crushed, wet or breached, or if a vial is cracked, chipped or has lost its seal, photograph the packaging, the label and the affected items before unpacking further, then contact us within five calendar days of the delivery scan. Damage confirmed by those photographs is replaced at our cost, on the next available service, with no return required.

Lost in transit

A shipment is treated as lost when tracking has not advanced for ten business days. At that point we open a carrier trace. Traces take up to a further ten business days to resolve; if the parcel is not located, the order is replaced or refunded in full at your election. We do not ask you to wait on the carrier — we run the claim.

Delivered but not received

Where tracking shows delivery and the parcel is not present, check with the building's mailroom or receiving desk first — institutional addresses account for the overwhelming majority of these cases. If it has genuinely not arrived, tell us within five calendar days of the delivery scan and we will file a carrier investigation. Outcomes here depend on the carrier's finding, and we will tell you plainly what it was.

Address errors

An order shipped to an address entered incorrectly at checkout is not a carrier failure. If it is returned to us we will reship it once the corrected address is confirmed, with shipping charged again at the standard rate. If it is not returned, it cannot be replaced. Address changes are possible before dispatch and, in practice, almost never after it.