How much does shipping cost?

Shipping is quoted per order, on the written quotation, before an order is accepted. Cost depends on the material, the packaging it requires, the destination, and the service level. No shipping figure is shown at checkout because no figure would be accurate before those are known.

When will my order ship?

Lead time is confirmed on the written quotation. It depends on whether the material is in stock as a released lot, and on whether the account has completed buyer qualification. The order request itself is acknowledged with a reference immediately.

My shipment arrived damaged or warm. What now?

Do not open or use the material. Keep the outer packaging, any coolant, and any temperature indicator, photograph what arrived, and contact the accounts team with the order reference the same day. Material whose transport conditions cannot be established should not be relied on for work requiring traceability.

Can I return material I no longer need?

Generally no. Once a container has left our control, its storage and handling history is no longer documented, so it cannot be re-released to another customer. Returns are considered only where the material is incorrect, damaged in transit, or does not conform to its documentation.

What if the material does not match its documentation?

Contact the documentation team with the lot number and what you observed. A non-conformance is investigated against the release record for that lot, and where it is confirmed the material is replaced or credited.

Support

Shipping and returns

How orders are packed, dispatched, and documented — and the honest answer on returns, which is that most material cannot come back once its storage history is no longer documented.

No rates or delivery dates are published on this site

Shipping cost, carrier, and lead time are quoted per order and confirmed in writing before an order is accepted. They depend on the material, its storage requirement, the destination, and the account — so a published “ships in 1–2 days” figure would be decoration rather than information, and this catalog carries placeholder records in any case.

Dispatch

How an order travels

Four stages, each of which produces something you should keep.

Packing
Material is packed against the storage condition stated on its documentation. Ambient, chilled, and frozen materials are packed differently, and mixed orders may ship in more than one parcel rather than being packed to the least stringent requirement.
Documentation
The lot-matched certificate of analysis and the safety data sheet travel with the shipment. The lot number on the paperwork matches the number on the container — check that on receipt, before the packaging is discarded.
Dispatch
Carrier and service level are confirmed on the quotation. Cold-chain shipments are dispatched so that they do not sit over a weekend, which sometimes means a later dispatch date rather than an earlier one.
Receipt
Record the receipt date, the lot number, and the condition on arrival at the same time. Storage history is not part of a certificate, and a receipt record is the only thing that connects the two later.

Cold-chain material

Where a material requires chilled or frozen transport, the packaging is specified for the transit time rather than for the cheapest option, and any surcharge appears on the quotation rather than being added afterwards. Cold-chain shipments are timed to avoid sitting in a depot over a weekend, which occasionally means we dispatch later on purpose.

On arrival, move the material to its stated storage condition before doing anything else, then record the receipt. A temperature excursion in transit is far easier to establish on the day than three weeks later, and the certificate of analysis says nothing about what happened after release.

Returns

Material that has left our control cannot be re-released to another customer, because its storage and handling history is no longer documented. That is the whole reason returns are restricted here, and it is not a commercial position — a supplier who resold returned material would be shipping a lot whose certificate no longer describes it.

Returns are considered where:

the material supplied is not the material ordered;
the shipment was damaged in transit and reported on receipt;
the material does not conform to the documentation issued for its lot, confirmed against the release record.

Contact the accounts team before returning anything. An unannounced return cannot be matched to an order, and material returned outside its storage condition cannot be assessed at all.

Common questions

How much does shipping cost?: Shipping is quoted per order, on the written quotation, before an order is accepted. Cost depends on the material, the packaging it requires, the destination, and the service level. No shipping figure is shown at checkout because no figure would be accurate before those are known.
When will my order ship?: Lead time is confirmed on the written quotation. It depends on whether the material is in stock as a released lot, and on whether the account has completed buyer qualification. The order request itself is acknowledged with a reference immediately.
My shipment arrived damaged or warm. What now?: Do not open or use the material. Keep the outer packaging, any coolant, and any temperature indicator, photograph what arrived, and contact the accounts team with the order reference the same day. Material whose transport conditions cannot be established should not be relied on for work requiring traceability.
Can I return material I no longer need?: Generally no. Once a container has left our control, its storage and handling history is no longer documented, so it cannot be re-released to another customer. Returns are considered only where the material is incorrect, damaged in transit, or does not conform to its documentation.
What if the material does not match its documentation?: Contact the documentation team with the lot number and what you observed. A non-conformance is investigated against the release record for that lot, and where it is confirmed the material is replaced or credited.