Processing
Orders are released for dispatch once payment has cleared and the account is in good standing. Orders confirmed before 12:00 ET on a business day are dispatched the same business day. Orders confirmed after that time, or at a weekend or public holiday, are dispatched the next business day.
Destinations
We ship within the United States. We do not currently ship internationally. You are responsible for confirming that receipt and possession of a Product is lawful at the destination address.
Carriers and methods
Shipments are tracked. Carrier options and costs are shown at checkout before payment. Delivery estimates are provided by the carrier and are not guaranteed by us.
Packaging and storage
Lyophilised material is shipped insulated and at ambient temperature, which is appropriate for transit. On arrival, move material to storage at -20 °C, protected from light. Allow a container to reach room temperature before opening to avoid condensation.
Address accuracy
We ship to the address given at checkout. We are not able to reroute a shipment after dispatch, and we are not responsible for a delivery failure caused by an incorrect or incomplete address. Shipments to a residential address may be declined at our discretion.
Loss and damage in transit
Tell us within five business days of the delivery date, or of the expected delivery date where a shipment has not arrived, and we will open a claim with the carrier. Keep the packaging until the claim is resolved.
Title and risk
Title and risk of loss pass on delivery to the carrier.