Shipping

When your order ships

Orders are prepared once payment is confirmed on chain. Confirmation depends on the network you paid on, not on us — the payment page shows how many confirmations are required and how many have been seen.

Once your order moves to shipped, the carrier and tracking number appear on your order page and are emailed to you.

Destinations

We ship to destinations where it is lawful for us to send and for you to receive research materials. Some destinations are excluded; if yours is, checkout will tell you before you pay rather than after.

You are the importer of record. Duties, taxes and any import permit requirements are yours to meet, and we cannot advise on them.

Shipping cost

Shipping is calculated at checkout from your destination and shown before you confirm. It is included in the payment amount, so there is nothing further to pay on delivery except any duties your customs authority charges.

Delivery estimates

Timescales quoted at checkout are estimates from the carrier and are not guarantees. Customs inspection is the most common cause of delay and is outside our control.

Lost, delayed or damaged shipments

• Damaged on arrival. Tell us within 7 days with photographs of the outer packaging and the vials. We will replace or refund.
• Not delivered. If tracking has not progressed for 14 days, contact us and we will open a carrier investigation.
• Seized or returned by customs. We cannot refund shipments seized because the material was not lawful to import at the destination. Check before ordering.
• Wrong address. We ship to the address supplied at checkout. Once shipped it cannot be changed, and a shipment lost to an incorrect address is not refundable.

Storage on arrival

Lyophilised material is shipped at ambient temperature. Store it according to your own laboratory’s requirements on receipt.