Shipping & returns
Dispatch from the EU, a flat rate, a tracking page that works without asking us, and a reship policy stated in advance.
Rates and thresholds
One flat rate worldwide, €9.95, and shipping is free from €200 of order value. There is no per-vial charge and no checkout surprise; the cart’s progress bar shows exactly where the threshold sits.
Speed
Orders placed before 14:00 CET on a business day leave the same day. EU delivery is typically two to five business days; the rest of the world five to twelve. Every parcel carries a tracking number that appears on the tracking page and in your account.
Packaging
Vials ship in padded, temperature-mindful packaging with the lot labels facing the packing slip, so what arrived is checkable against the record without opening anything else.
Customs and import
Non-EU buyers are the importer of record. Materials are declared as research chemicals with the invoice attached; any duties are the buyer’s. If a parcel is refused at import for category reasons, the reship policy below applies once per order.
Loss, damage, seizure
A parcel that dies in transit, lost, crushed, or seized, is reshipped once, free, from the same lot where stock allows. This is a standing policy, not a favour; state the tracking number on the contact page and the reship follows.
Returns
Unopened vials in sealed original packaging may be returned within fourteen days of delivery under the EU right of withdrawal; we refund the goods and the outbound shipping. Opened vials cannot return, chain of custody is the certificate’s spine. If the return is because the lot failed its certificate, shipping is refunded both ways and the replacement clause in the terms applies instead.