Dispatch & Tracking
Orders are typically processed and dispatched within 1–2 working days from receipt of payment. Once your order leaves our facility, you'll receive a dispatch confirmation email containing tracking information.
Our team is always happy to help with any shipping queries or issues. If you need assistance with tracking, delivery options, or a missing parcel, please contact us and include your order number so we can respond quickly.
Available Shipping Services
- Evri Standard Tracked: 2–4 business days
- Evri Express Tracked: 1–2 business days
Transit estimates are provided by the courier and are indicative. In rare cases (remote/rural addresses or locations with limited delivery infrastructure), deliveries may take slightly longer than the estimates above.
Packaging & Receival
Orders containing 12 or fewer 10ml vials are packed into a compact postable box (approx. 18 × 24 × 2.5 cm) which, in most cases, will be delivered through a standard UK letterbox.
Larger orders or orders containing bulkier items cannot be posted through a letterbox and may require a signature on delivery.
Lost or Damaged Items (UK)
For UK deliveries, if your parcel is lost or arrives damaged we will reship the missing or damaged items free of charge after validating the claim with the carrier.
Exceptions: we cannot accept liability for lost parcels when the incorrect address was entered at checkout. Please check your delivery address carefully before completing your order — address errors are the customer’s responsibility.
Quick Reference
| Processing time | 1–2 working days |
| Standard service | Evri Standard Tracked (2–4 business days) |
| Express service | Evri Express Tracked (1–2 business days) |
| Letterbox compatible? | Yes, up to 12 x 10ml vials |
| Lost/damaged policy | Reshipment for validated UK claims (not for incorrect addresses entered at checkout) |
Dispatch & Tracking
International orders are processed and dispatched within 1–2 working days. As soon as your parcel leaves our facility, you will receive a dispatch confirmation email containing full tracking details.
We regularly ship worldwide and supply complete documentation with every international parcel (including a Certificate of Analysis, an itemised invoice, and a statement of research-use intent) to help ensure a smooth customs clearance process.
If you need support with tracking or have questions about customs procedures, courier handling, or transit times, our team is always happy to help. Please contact us and include your order number so we can respond quickly.
International Shipping Services
International delivery times vary depending on the destination country, local postal infrastructure, and customs processing speed. Most parcels arrive within the courier’s estimated timeframe; however, customs delays are possible and outside of our control.
All international shipments are sent DDU (Delivered Duty Unpaid). This means the recipient is responsible for paying any duties, VAT, tariffs, or clearance fees requested by their local customs authority or courier.
Customs & Seizure Policy
While we take extensive steps to support successful customs clearance, we cannot control or take responsibility for customs delays, inspections, or processing times in the destination country.
If your parcel is seized by customs, we offer a generous one-time resolution per order:
- One free reshipment of the same items: the customer only covers the new shipping cost.
- Alternatively, you may choose a 70% refund of the order value (excluding the original shipping cost).
We cannot offer compensation for parcels delayed or returned due to unpaid duties, refused delivery, or incomplete/incorrect addresses supplied at checkout.
Important: It is the buyer’s responsibility to ensure our products comply with their country’s regulations. We do not take responsibility for legal restrictions, import bans, or compliance requirements in other countries.
Quick Reference
| Processing time | 1–2 working days |
| Documentation included | CoA, invoice, and research-use statement |
| Customs responsibilities | DDU (duties, VAT, tariffs paid by recipient) |
| Seizure policy | One reshipment (shipping paid by customer) or 70% refund |
Import Duty Calculator & HS Codes
For guidance on import duties, tariffs, and taxes, we advise customers to use this import duty calculator.
Below we have provided the HS codes we use to define each product, so that you can enter these for an accurate result:
| Product | HS Code | HS Heading |
|---|---|---|
| L-Carnitine Solution | 2923900090 | 2923.9 |
| L-Glutathione Solution | 2930909835 | 2936.29 |
| Vitamin B12 Solution | 2936260099 | 2936.26 |
| Bacteriostatic water | 3822190090 | 3822.00 |