Shipping & returns.

From our shelf to your bench: when orders leave, what shipping costs, how to track a parcel, what to check when it arrives, and how returns work.

Every order2-day from the USA, tracked

Same-day dispatchWeekdays by 2 PM ET

Returns30 days on unopened vials

01Dispatch

When your order leaves us.

Weekday orders placed by 2 PM ET ship the same day. Everything else ships the next business day.

MonShips same dayIf ordered by 2 PM ETToday

TueShips same dayIf ordered by 2 PM ETToday

WedShips same dayIf ordered by 2 PM ETToday

ThuShips same dayIf ordered by 2 PM ETToday

FriShips same dayIf ordered by 2 PM ETToday

SatShips MondayWeekend orders go out first thingToday

SunShips MondayWeekend orders go out first thingToday

US public holidays count as weekends: orders placed on one ship the next business day.

02Rates

What shipping costs.

US addresses only. Every order ships 2-day and tracked, whatever it costs.

Every account

Member

$7.49

under $150

Free from $150

Plus

Plus member

Free

from $75

Half the free-shipping threshold

VIP and Pro

Free

on every order

No minimum at all

Thresholds count the product total after volume pricing. Compare plans.

03Tracking

Follow every parcel.

Order placedConfirmation email straight away
Picked and packedFrom the current released lot
Label printedYour tracking link is emailed
Delivered2-day, tracked to your door

Your orders and their status are also under your account. Allow two business days for the first carrier scan; if nothing shows after that, email [email protected] and we will chase the carrier.

04On arrival

Five minutes at the bench.

It keeps your record clean and catches a transit problem while it is simple to fix. Ticks are remembered on this device.

0 of 6 checked

Photograph the outer packaging before you open itIf anything looks crushed or wet, a photo taken before opening makes a damage report simple.
Count the vials against your orderCheck each compound, size and quantity against your order confirmation.
Check every crimp sealThe aluminium crimp should be intact and the cap seated flat.
Scan the QR on each labelIt opens that lot's certificate record, so you can confirm the lot you received.
Move the vials to storageLyophilised material is stable in transit; long-term storage conditions are in the storage guide.
Report anything wrong within 7 daysEmail [email protected] with your order number and photos.

05Cold chain, damage and returns

If something is not right.

No cold chain needed

Lyophilised (freeze-dried) material is stable at ambient temperature for the few days it is in transit, so it ships without ice packs. Store it properly once it arrives.

Damaged or incorrect

Email [email protected] within 7 days of delivery with your order number and a photo, and we will replace the item.

Unopened returns

Opened vials cannot be returned for quality and safety reasons. Unopened vials in their original condition may be returned within 30 days for a refund to the original payment method.

Last updated October 2026.