1. Processing
Orders are typically dispatched within one to three business days of payment clearing. Orders paid late on a Thursday or Friday may be held until the start of the following week so that material is not sitting in a carrier network over a weekend.
We may contact you about an order before dispatching it. Where we do, the order is held until we hear back.
2. Cold-chain packaging
Lyophilised peptides are stored at -20 °C. Orders are packed in insulated shippers with phase-change coolant sized to the destination transit time, inside tamper-evident outer packaging.
Lyophilised peptides are considerably more stable than reconstituted solutions and tolerate short periods at ambient temperature during transit without loss of specification. If your shipment arrives with the coolant fully thawed, this is normal and does not in itself indicate a problem — but tell us if you have any concern and we will review the transit record with you.
Transfer material to -20 °C storage promptly on arrival.
3. Where we ship
We ship to institutional and commercial addresses. Deliveries are made during business hours and require a signature. We will not ship to a locker, a post office box, or a freight forwarder.
We do not ship to every country. Some destinations are excluded because of import restrictions on research chemicals, because of sanctions or export control requirements, or because reliable cold-chain transit is not available. If we cannot ship to you, we will tell you and refund in full.
Residential addresses are a common reason for an order to be queried. Where your laboratory genuinely operates from a non-commercial address, contact compliance@genexishealth.uk before ordering.
4. Customs, duties and import
Prices exclude customs duty, import VAT, clearance fees and any other charge levied by the destination country. These are payable by you, and are usually collected by the carrier before delivery.
You are responsible for ensuring the material may lawfully be imported to your destination, and for holding any import licence or permit required. Where a shipment is seized, refused entry or returned because an import requirement was not met, we are not able to refund it.
We declare shipments accurately and completely. We will not undervalue a shipment, mislabel its contents, or describe research materials as anything other than what they are. Requests to do so are refused and the order is cancelled.
5. Labelling and documentation
Every shipment carries:
- Vial labels showing the compound, size, lot number and the statement "For research use only — not for human consumption";
- A packing note repeating the research-use restriction;
- The Certificate of Analysis for each peptide lot supplied;
- A commercial invoice for customs, describing the contents accurately.
6. On arrival
Inspect the shipment when it arrives. Check that the outer packaging is intact, that vial seals are undamaged, and that the lot numbers on the vials match the Certificates of Analysis supplied.
Notify us of any damage, shortage or discrepancy within seven days of delivery at support@genexishealth.uk, with your order reference and photographs of the packaging and vials. Claims raised after seven days cannot usually be supported.
7. Delays, loss and damage
Delivery timescales are estimates. We are not liable for delays caused by carriers, customs authorities, weather or other circumstances outside our reasonable control.
Where a shipment is lost in transit, or arrives damaged such that the material is unusable, we will replace it or refund it at our discretion once the carrier claim is resolved. See our Returns & Refunds Policy.