Shipping Policy

Last updated {{DATE}}.

Where we ship

We ship within the United States only. We do not ship internationally, and we
do not ship to freight forwarders or parcel-forwarding services. Orders with an
international billing or shipping address are cancelled and refunded in full.

You are responsible for confirming that a given compound may lawfully be
received at your address. We may decline to ship to a destination where we
believe delivery would be unlawful.

Processing time

In-stock orders are dispatched within one to two business days of payment
clearing. Business days are Monday to Friday, excluding public holidays. Orders
placed after the daily cut-off, on a weekend or on a holiday begin processing
the next business day.

Orders that trigger a fraud or eligibility review may take an additional
business day. If we need something from you, we will email the address on the
order.

Delivery time

Standard delivery is three to five business days after dispatch. Expedited
options, where offered, are shown at checkout with their own estimate.

All delivery times are carrier estimates, not guarantees. We are not
responsible for delays caused by weather, carrier backlog, customs, incorrect
addresses or events outside our control.

Shipping costs

Shipping is calculated at checkout based on destination and weight. Any
free-shipping threshold in effect is shown in the cart.

Tracking

A tracking number is emailed automatically when the shipping label is
created. The carrier’s first scan can take up to twenty-four hours to appear, so
a number that shows no movement immediately after dispatch is normal.

Transit conditions and storage on arrival

Lyophilised material is stable in ambient transit and is shipped without
refrigeration. On arrival, store in the refrigerator and protect from light. The
product page carries the specific handling note for each compound.

If a package sits undelivered or unattended for an extended period after the
carrier reports delivery, storage conditions can no longer be assured and we
cannot warrant the material.

Address accuracy

You are responsible for the accuracy of the address you provide. We cannot
change an address once a label has been created. A package returned to us as
undeliverable because of an incorrect or incomplete address will be refunded
less the original shipping cost, or reshipped once you pay shipping again.

Damaged, lost or missing packages

Inspect your order on arrival. Report visible damage or a compromised
package within five days of delivery, with photographs of the outer packaging
and the contents, to {{EMAIL}}.

Report non-delivery within fifteen days of dispatch so we can open a carrier
claim inside their filing window. Claims raised after that window may not be
recoverable.

Where a carrier reports a package as delivered but you have not received it,
check with others at the address and with your local carrier depot first, then
contact us. We will open a trace with the carrier.

Split shipments

If part of your order is unavailable we may ship the available items first
and the remainder when in stock, at no additional shipping cost to you. You will
receive separate tracking for each shipment.

Contact

{{EMAIL}}, {{HOURS}}.