Order & Technical Support
For an order question, start with the order reference. For a question about the material, add the product name, variant and lot code from the container. Choose a route below for missing documents, delivery, a quality concern or a technical question before purchase.
Choose the support task
| What do you need? | Where to start | Reference to have ready |
|---|---|---|
| An invoice or other order document | Retrieve order and batch documents | Order reference and the document that is missing. |
| A CoA or batch report | Request a lot-specific report | Product and lot code. Before purchase, give the product link and ask which lot is being offered. |
| Information about a delivery | UK delivery information | Order reference and the delivery stage you are asking about. |
| Cancellation, return or refund information | Returns and refunds | Order reference, affected item and whether it has arrived. |
| Help with a specification | Contact technical support | Product and variant, the specification field and the value or wording in question. |
| A possible problem with the material | Report a quality concern | Affected container and lot, what you observed and when. |
Customer service receives enquiries. Matters needing a final business decision go to the Director. Include the details relevant to your question so the team can identify the order or material.
If material arrives damaged or appears inconsistent
Where safe, keep the packaging, label details and any photographs with the order record. Describe what you saw, including which containers were affected and when you first noticed the problem. Follow your laboratory’s procedures for identifying and handling suspect material.
Ask support for instructions before sending back a damaged or leaking item. Use the returns route above for a cancellation or refund question.
Use the receiving and inspection record to distinguish the condition on arrival from anything noticed later. The damaged shipment guide covers transit concerns. Use the quality concern route for an unexplained discrepancy with the material.
Make a technical question specific
If a document is the issue, quote the entry on the label and the entry on the report. For example, “The report lists a different sample code. Which record links that sample to my lot?” For a repeat requirement, give the previous lot and say why continuity matters. Ask whether that lot and its records can be confirmed for the proposed supply.
Before purchase, read the buyer eligibility policy for UK research-use conditions and manual review, or use procurement resources for organisational requirements. For a question about an invoice or payment, choose Order support on the contact form. Give the order reference if available and leave out card or bank details.
For a product specification, choose Technical or product documentation. The compound index explains molecular names, and the laboratory guides can help you interpret a reported result.
Additional routes for this task
| Resource | Why open it |
|---|---|
| Ordering, Documentation and Support FAQ | Find short answers to recurring purchasing and evidence questions. |
| Storage & Stability | Find the storage, stability or excursion record you need. |
| Institutional Supply | Separate organisational requirements from confirmed supply terms. |