Shipping, packaging & delivery terms

Dispatch and transit

Stocked milligram quantities dispatch within 1–2 business days of cleared settlement. Bulk wholesale volumes are scheduled against the agreed release plan in your quotation. Carriers used: DHL Express, FedEx International Priority or UPS Express Saver — tracked, signature required.

Transit bands are carrier estimates measured from dispatch, not contractual guarantees. Customs processing in the destination country is outside carrier control and can extend these bands.

Stability handling and confidential packaging

Sealed amber vial under argon with desiccant, inside a rigid tamper-evident inner pack and a plain unbranded outer carton. No product name, structure or content description is printed on the exterior.

• · Amber borosilicate vial, argon headspace, desiccant sachet, tamper-evident seal.
• · Insulated mailer with gel packs where the material specification requires cool transit.
• · Plain outer carton: no brand marks, no product name, no content description on the exterior.
• · Commercial paperwork travels in the document pouch, not printed on the box.

Exterior discretion is a confidentiality measure for your institution and its mailroom. It is not a concealment method: the declared contents on the customs paperwork always match the material inside.

Customs documentation and import responsibility

Every shipment travels with a complete and accurate commercial/proforma invoice, HS tariff code, research-use declaration, lot Certificate of Analysis and Safety Data Sheet.

• · Commercial / proforma invoice stating material, quantity, value and research-use scope.
• · HS tariff classification and country of manufacture.
• · Lot Certificate of Analysis and Safety Data Sheet.
• · Institutional consignee details exactly as supplied at checkout.

Import legality is the buyer's responsibility. Before ordering, the buying institution confirms that the material may lawfully be imported into and held in its jurisdiction, and that any licence, permit or notification required there is in place. Duties, import VAT and clearance fees are payable by the consignee.

Loss, damage and reship-or-refund policy

Where a consignment is lost by the carrier, arrives damaged, or shows no tracking movement for ten consecutive business days, we will at your election either reship the order once at our cost or refund the settled amount in full, in the asset received, to the originating wallet.

• · Claim window: 10 business days from the carrier's last tracking event.
• · Claims must quote the proforma number, the lot number and the carrier tracking reference.
• · Damaged goods: retain the packaging and send photographs of the outer and inner pack.

Excluded from this policy: consignments withheld, returned or destroyed because the consignee lacked a required import licence or permit, supplied incorrect or incomplete consignee details, refused delivery, or failed to pay duties and clearance charges. We cannot underwrite a buyer's import compliance, and we do not ship where import of the material would be unlawful at the destination.