Frequently Asked Questions

Products are supplied strictly for laboratory, analytical and in-vitro research purposes. They are not intended for human or veterinary use.

Batch-specific Certificates of Analysis may be available where relevant testing records have been supplied. Contact support with the product name and batch number for assistance.

Minor differences in appearance or packaging may occur between batches. Review the product information and relevant batch-specific records where available.

Orders are generally prepared within one to two business days after payment has been received and verified. Processing may take longer during weekends, public holidays or busy periods.

Contact support as soon as possible. We cannot guarantee that an order can be changed or cancelled after it has entered processing or has been dispatched.

Where tracking is available, the relevant information will be provided after dispatch. Updates may take 24–48 hours to appear after the courier receives the parcel.

Contact support immediately if an address needs to be corrected. Changes cannot be guaranteed after processing or dispatch has started.

Check the tracking information first. If the parcel is significantly overdue or has not received an update for several business days, contact support with your order number.

Eligible unopened and unused products may be returned in accordance with our Returns Policy and applicable consumer law. Contact support before sending anything back.

Contact support promptly with your order number and clear photographs of the product, packaging and delivery label. Keep all original packaging while the issue is reviewed.

Personal information is handled in accordance with our Privacy Policy, which explains what information is collected and how it is used.

The support team aims to respond within one to two business days. Response times may be longer during weekends, public holidays and unusually busy periods.