Last updated: 9 October 2026
Dispatch times
Orders placed and paid before 2:00pm GMT+8 on a business day are picked, packed and handed to the carrier the same day. Orders received after the cut-off, at weekends, or on public holidays are dispatched on the next business day.
During promotional periods or immediately after a new batch release, dispatch may take up to two business days. If your order will be delayed beyond that, we will contact you at the email address on the order.
Transit times
Transit estimates below are business days from dispatch and exclude time spent in customs. They are not guarantees.
| Destination | Typical transit | Tracking |
|---|---|---|
| United States | 2–4 business days | Included |
| Canada | 3–6 business days | Included |
| European Union | 4–8 business days | Included |
| United Kingdom | 4–8 business days | Included |
| Asia-Pacific | 5–10 business days | Included |
| Rest of world | 7–14 business days | Included |
Packaging
Vials are packed in rigid, temperature-stable outer packaging with internal cushioning. Where required by destination climate or product specification, cold packs are included at no additional charge. Outer packaging carries no product description, only the shipping label and required customs declarations.
Tracking
A tracking reference is emailed with your dispatch confirmation. Tracking typically becomes active within 24 hours of handover. You can also look up status using the order number on our order tracking page.
Customs and import
Import compliance rests with the buyer. You are responsible for confirming that the compounds you order may lawfully be imported into your jurisdiction for laboratory research use, and for any duties or taxes assessed on entry.
We provide the documentation ordinarily required for research-use import: a commercial invoice, the batch certificate of analysis and, where applicable, a statement of intended use. We cannot guarantee release by a customs authority, and we do not misdeclare contents or value on shipping documents.
If a parcel is seized, refused or destroyed by customs, we will supply replacement documentation on request and can re-ship at cost, but we cannot issue a refund for goods lawfully dispatched and subsequently detained by an authority.
Addresses
Please check the delivery address carefully at checkout. We can amend an address before dispatch. After dispatch, redirection depends on the carrier and may incur a fee. Parcels returned to us as undeliverable due to an incorrect address can be re-shipped once at the buyer's cost.
Lost or delayed parcels
If tracking shows no movement for two business days, contact us and we will open a trace with the carrier. A parcel is treated as lost when the carrier closes the trace as unrecoverable; at that point we will re-ship or refund at your option.
Questions
Send shipping enquiries to our support team through the contact page, quoting your order number.