Shipping & Returns.

01Dispatch times

Orders are dispatched the next working day via Royal Mail Tracked 24 once payment has been verified. Orders verified on weekends or UK public holidays are dispatched on the following working day.

You will receive a dispatch confirmation email containing your tracking number once your order leaves our facility.

02Delivery, United Kingdom

UK orders are dispatched via Royal Mail Tracked 24, included free on orders over £100. Standard tracked delivery is £5.99 on smaller orders.

Typical UK delivery time is 1 working day from dispatch, though Royal Mail does not guarantee a specific delivery slot.

03Storage & handling

Stock is held in the UK and kept cool. For dispatch, vials are packed in insulated mailers to limit temperature fluctuation in transit. Once delivered, refrigerate lyophilised products at 2-8°C as soon as practical.

If a delivery is delayed beyond 5 working days from dispatch, contact us for assistance, we maintain dispatch records for every shipment.

04What’s in your box

Every order includes:

• your sealed lyophilised vial(s) in insulated thermal packaging;
• a printed dispatch note with your order reference;
• handling and storage guidance.

05If something is wrong

Because the products are temperature-sensitive laboratory reference compounds, we cannot accept returns of products that have left our storage. We will, however, replace or refund in the following situations:

• Damaged or broken on arrival, contact us within 48 hours with photographs.
• Wrong product or quantity supplied, contact us within 7 days of delivery.
• Failure to meet specification, independent re-testing showing material non-conformance with the COA.
• Lost in transit, if Royal Mail confirms the parcel as lost, we will replace at our cost.

Reach out at support@wearenox.io. We respond within one working day.

06Discreet packaging

All parcels ship in plain mailers with no external branding referencing the products inside. The sender appears as “NOX Ltd” for your privacy.