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How orders leave our facility, how long that takes, and what to do if something arrives wrong.
Orders placed before 2:00 p.m. Central Time on a business day are normally prepared the same day. Orders placed after that, or at a weekend or holiday, are prepared on the next business day. Preparation means pulling the lot, checking it against the order, and packing it — it is not the same as transit time.
You will receive a confirmation email when the order is placed and a second email with tracking when it ships.
We ship by UPS and USPS. Ground service typically arrives in two to five business days. Expedited options are shown at checkout with the carrier and the estimate they publish. Transit estimates come from the carrier and are not guarantees; weather and carrier backlogs are outside our control.
Domestic only. We ship to addresses within the fifty United States and the District of Columbia. We do not ship internationally, and we do not ship to freight forwarders. Orders to a forwarding address will be cancelled and refunded.
We ship to residential and commercial addresses. We cannot ship to P.O. boxes for lots that require cold-pack handling, because those shipments need a signature and a physical delivery point.
Some lots require cold-chain handling. Those ship in an insulated container with gel packs sized for the expected transit time, and the product page states when this applies. Cold-pack shipments go out Monday through Wednesday only, so a package does not sit in a distribution centre over a weekend. If you order one on a Thursday, it ships the following Monday.
Gel packs frequently arrive partly or fully thawed. On its own that is normal and does not mean the contents are compromised — the packaging is specified to hold temperature for the transit window, not to arrive frozen. Move the vials to the storage condition printed on the label as soon as the package arrives.
Inspect the package on arrival. If the outer box is crushed or wet, if a vial is cracked, if a seal or stopper is compromised, or if the contents do not match the packing list, do this:
We will replace the item or refund it. Handle broken glass with appropriate protection and dispose of it under your laboratory's waste procedure.
If tracking shows delivery but the package is not there, check with others at the address and with your carrier first — most turn up within a day. If it has not appeared 3 business days after the delivery scan, contact us and we will open a carrier trace. If tracking has not moved for 7 business days, contact us and we will investigate.
A package returned to us because the address was wrong or nobody accepted it can be reshipped once you confirm the address; reshipping is charged at cost.
Check your shipping address before confirming. Once an order is packed, we usually cannot change it. If you spot a mistake, email us immediately with your order number and we will change it if the package has not left.