Shipping policy

How orders are prepared, where they can be sent, and what happens when a shipment goes wrong.

Where we ship

Whether a product can be sent to a given destination is decided per product, not once for the whole catalog. Two items on the same page can have different answers, and that is normal rather than an error.

The decision is applied before you see the page. A product that cannot ship to your destination is not offered for sale there, so you should never reach the end of a checkout and be refused. If an item appears with a price and a stock figure for your country, it is one we are set up to send there.

Destinations open and close as our fulfilment and documentation for a market change. An item unavailable to you now may become available later, and the reverse is possible. Neither is a change in the product itself.

Processing and dispatch

Orders are picked against the stock reserved when the order was placed. Delivery time depends on the destination and on the shipping method chosen at checkout, and is quoted at that point rather than as a site-wide average, so the figure shown is the one that applies to your order.

You will be notified when the order is dispatched. An order's current status is visible in your account at any time.

Addresses

The delivery address is the one you supply. Check it before confirming: once an order has been dispatched we cannot redirect it, and a package delivered to an address you entered is a completed delivery.

If you notice an error before dispatch, contact us immediately with the order number. We will change it if the order has not yet been picked.

Damage, loss and short shipments

Inspect the shipment on arrival, before unpacking further. Check it against the order — product, option code, strength, pack count — and photograph anything that looks wrong while the packaging is still in front of you.

If a shipment arrives damaged, is missing items, or does not match your order, contact us with the order number and those photographs. Reporting promptly matters: a claim raised while the packaging still exists can be resolved; one raised after it has been discarded often cannot.

Where a shipment never arrives, contact us and we will investigate with the carrier before deciding the outcome.

Import rules are yours to satisfy

Rules governing the import of research material are set by the destination country and by your own institution. Confirming that what you order may lawfully be received where you are is your responsibility. A product being listed is not a statement that your local rules permit it, and we cannot make that assessment on your behalf.

Duties, taxes or charges levied by the destination country are yours to settle unless stated otherwise at checkout.