How orders are packed, when they leave, and what happens when something goes wrong.
Last updated August 28, 2026
Orders are prepared once payment has cleared. Because orders are settled by bank transfer, the clock starts when the funds arrive, not when the order is placed — see the Payment & Billing Policy for what that means in practice.
Orders placed on weekends or public holidays are prepared on the next business day.
At checkout you can choose between:
We currently ship within the United States. If your address falls outside our delivery area, no shipping options will appear at checkout.
Lyophilised material is stable at ambient temperature for the duration of normal transit and is shipped without refrigeration unless a product page says otherwise. Vials are packed to protect against impact and light.
On arrival, transfer material to the storage conditions listed on the product page as soon as practical.
A tracking number is emailed when the order ships. Signed-in customers can also see the shipping method and status in their order history.
Once a parcel is with the carrier, its progress is outside our control. Weather, carrier backlogs, and address problems all cause delays. We will help you chase a delayed parcel, but we cannot refund a shipping charge for a delay the carrier caused.
Tell us within 14 days and we will resolve it. See Returns & Refunds for what to send us — photographs taken before anything is discarded make this quick.
Check your address carefully before placing an order. We cannot redirect a parcel after it has shipped, and a parcel returned to us because of an incorrect address is refunded less the outbound shipping cost.
