Policy

Shipping

How orders are dispatched, what it costs, and what happens if something goes wrong in transit.

Last updated 7 August 2026

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

You are the importer of record. Duties, taxes, import permits and destination-law review are your responsibility, and we cannot advise on them. We do not make false declarations, mislabel shipments or change paperwork to avoid lawful review.

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, taxes or lawful charges your destination authority or carrier requires.

Delivery estimates

Timescales quoted at checkout are estimates from the carrier and are not guarantees. Customs inspection is a 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 review for replacement or refund under the refund policy.
Not delivered. If tracking has not progressed for 14 days, contact us and we will open a carrier investigation. If the carrier confirms loss in transit, the order qualifies for the remedy stated in the refund policy.
Retained by customs. If a shipment cannot be delivered because customs retains it, VialHaven provides one replacement shipment when the destination and import are lawful and you cooperate with required information or lawful charges. You pay only the new shipping fee for that one replacement.
Wrong address. We ship to the address supplied at checkout. Once shipped it cannot be changed, and a shipment lost to a wrong, incomplete or unserviceable address is not refundable and does not qualify for replacement.

Replacement exclusions

Delivered carrier scan at the supplied address, unless carrier evidence later reverses it.
Refusal to cooperate with lawful carrier or customs processes.
Refusal to pay lawful duties, taxes, storage charges or import charges.
Destination or import is prohibited, restricted or not eligible for the product.
Requests for false declarations, mislabeling or inaccurate paperwork.
Any second replacement shipment for the same order issue.

Storage on arrival

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