Shipping and returns
Cold-chain dispatch across the EU, same day when you order before 14:00 CET, and what happens if something goes wrong.
Dispatch
Orders placed before 14:00 CET on a working day are dispatched the same day. Everything ships lyophilised in an insulated mailer with a cold pack, and tracking is emailed as soon as the label is generated.
Delivery times
- Netherlands and Belgium: 1 to 2 working days
- Western Europe: 2 to 4 working days
- Rest of the EU: 3 to 6 working days
- United Kingdom and Switzerland: 3 to 6 working days, customs permitting
If something arrives damaged
Photograph the outer packaging and the vial before opening anything, and email us within 48 hours of delivery. Damaged or mis-shipped items are replaced at our cost, with no return required in most cases.
Returns
These are temperature-sensitive research materials whose storage history cannot be verified once they leave us, so we cannot accept returns of opened vials.
Unopened vials can be returned within 14 days of delivery. Contact us first for a return authorisation, and send them back in the original insulated packaging.
Refused or undeliverable parcels
Where a parcel is refused at customs or returned undelivered, we refund the order value less outbound shipping and any customs charges we incurred.