Last reviewed: 1 September 2026
How orders are packed, dispatched and delivered, what it costs, and what happens when something goes wrong in transit.
Where we ship
We ship to the 48 contiguous United States and the District of Columbia. We do not ship to Alaska, Hawaii, US territories such as Puerto Rico, Guam and the US Virgin Islands, or to APO, FPO and DPO military addresses.
We do not ship outside the United States, and we cannot forward to a freight forwarder or reshipping service. Some products carry further destination restrictions, shown on the product page where they apply. Orders to a restricted destination are cancelled and refunded in full.
We ship to the address you enter at checkout. We cannot redirect a parcel once it has been dispatched, and we do not ship to addresses we have reason to believe are being used to disguise the true destination.
Processing time
Items we hold in stock ship within 1–2 business days of your transfer clearing. Items brought in for you are confirmed with a delivery window when we quote, before you pay — so you know the date before any money moves. Orders placed at a weekend or on a public holiday are processed on the next business day. Processing time is separate from transit time — the two add together.
An order may take longer where stock needs to be drawn from a new batch, where documentation is being prepared, or where an order is held for compliance review under our Research Use Policy. If we expect a material delay, we will contact you.
Carriers, methods and cost
Shipping is a flat rate per order to anywhere we ship, regardless of order size or weight. It is confirmed with your quote and shown in full before you pay.
We dispatch by tracked courier and choose the service by destination. Transit is normally 1–5 business days within the contiguous United States once the parcel is collected. That is an average across services, not a guarantee — see below.
Orders ship at ambient temperature in plain outer packaging. Nothing on the outside names the contents. No signature is required on delivery, so the parcel can be left in the normal way for your address.
Transit estimates are the carrier’s, not a guarantee. Weather, customs and carrier backlogs are outside our control.
Packaging and handling
Materials are packed to protect them in transit and to arrive in a condition fit for laboratory use. Where a product requires temperature control, it is packed accordingly and the method is noted on the product page. Handling and storage requirements are stated on the product page and on the vial label — follow them on arrival, since integrity after delivery is your responsibility.
Parcels are shipped in plain outer packaging without product branding on the exterior. This is standard practice for laboratory reagents and reflects handling and privacy, not concealment: the contents are declared accurately on all carrier and customs documentation.
Tracking
A tracking number is emailed when your order is dispatched. It can take up to 24 hours for the carrier’s system to show a scan. If tracking has not updated after 3 business days, contact us.
International orders, customs and duties
On an international order you are the importer of record. Import duties, taxes, customs fees, permits and any local licensing are your responsibility and are not included in the price you pay us. Check what your country requires before you order.
Customs authorities may open, delay, refuse or seize a shipment. Where a parcel is refused or seized because import into your country was not permitted, or because a required permit was absent, that is not a fault of ours and the order is not refundable. Where a shipment is returned to us intact, we will refund the goods less shipping and any charges we incur.
Delivery problems
Damaged on arrival
Inspect your parcel on delivery. If the outer packaging or the contents are damaged, photograph both before unpacking further and contact us within 48 hours of delivery. We will replace a damaged shipment.
Wrong or missing items
Check your order against the packing list on arrival. Report a discrepancy within 7 days and we will correct it at our cost.
Lost in transit
If tracking shows no movement for 10 business days, contact us and we will open a claim with the carrier. Carriers require a waiting period before a parcel is formally lost, so this takes time. Once the claim is resolved we replace or refund.
Marked delivered but not received
Check with others at the address and any safe place first, then contact us. We will pursue it with the carrier. Where a parcel is confirmed delivered to the address you supplied and no carrier error is established, we cannot refund it.
Wrong address
Check your address at checkout. An order that fails because the address was wrong or incomplete, or that is returned undelivered, can be reshipped once you pay shipping again. Because a reagent that has left our custody cannot go back on the shelf, it cannot be refunded instead.
Returns and refunds generally are covered by our Refund and Returns Policy.
Questions about a shipment: lumabiowellness@gmail.com · Contact us