Shipping & delivery

When we dispatch

Catalogue items in stock are picked and sent out on the business day after your payment has cleared. If an order is confirmed at the weekend or on a public holiday, it is processed on the next business day. All orders leave from [TODO: client — country the goods are dispatched from].

If an item is on backorder, the product page tells you so before you buy. Should a backordered item hold up an order that is otherwise complete, we will get in touch and offer to send it in two parts instead of delaying the whole order.

Delivery options

• Standard tracked — usually 2–6 business days after dispatch, depending on where it is going. €12 flat per order; free when the order totals €250 or more.
• Express — usually 1–3 business days after dispatch; price on request.
• Consolidated shipping — all items on one order travel together in one insulated parcel instead of arriving separately.

We ship to every one of the 27 EU member states. Carriers: [TODO: client — carriers used, e.g. DHL, DPD, GLS].

The invoice we send after you order confirms the exact delivery cost and timing, so you never face an unexpected charge when you pay.

Packaging and temperature control

Lyophilised peptides travel in sealed glass vials packed to withstand ordinary carrier handling. When the format requires it, the parcel is insulated and includes cold packs.

Brief temperature fluctuations in transit are normal and do not harm properly lyophilised material — the dry powder is much sturdier than a reconstituted solution. When the parcel arrives, transfer the sealed vials promptly to storage at −20 °C, kept dry and away from light.

Tracking your parcel

We email you a tracking number as soon as the parcel leaves us. Account holders can also follow the order and its status in their account. On request, we can attach documents — including the certificate of analysis for your lot — to the dispatch email, or send them to you before dispatch.

Customs and non-EU destinations

Shipments from one EU member state to another incur no customs duty. VAT appears on the invoice according to EU rules for your destination and customer type; business customers holding a valid EU VAT ID may be eligible for reverse-charge invoicing on intra-community supplies.

For destinations outside the EU — Switzerland, Norway, Iceland, Liechtenstein and the United Kingdom among them — we decide case by case, because import rules for research reagents differ widely from one jurisdiction to another and some molecules are restricted in particular countries. Before you order, tell us the destination country and we will confirm whether we can deliver, which documents will travel with the parcel and whether extra verification is required. When we do deliver outside the EU, the importer of record bears responsibility for duties, taxes and compliance with local regulations.

Damaged or missing parcels

If something arrives damaged, take photos of the packaging and contents before throwing anything away and contact us within seven days of the delivery date recorded by the carrier. We replace damaged material.

If a tracked parcel fails to arrive, let us know and we will start a trace with the carrier; once the trace is complete, we replace or refund the shipment. You will never be asked to chase the carrier yourself.

For material that arrives in good order but isn't what you need, see our refund and returns policy.