All Pureline Biolabs orders require a signature on delivery regardless of delivery option chosen. This protects both you and us — ensuring your order is received safely and securely. If you are not available to sign, Royal Mail will leave a calling card and hold your parcel at your local delivery office for collection. Please ensure someone is available to sign at your delivery address.
All Pureline Biolabs orders are packed with pharmaceutical grade insulated liners and frozen gel ice packs to maintain the required 2-8°C temperature range throughout transit. This ensures your research compounds arrive in optimal condition.
We understand that privacy is important to our research customers. All orders are dispatched in plain black mailer bags with no external branding or indication of the contents.
The sender name on the label will show as Pureline Biolabs Ltd as required for our business postal account. No product names, descriptions or other identifying information will appear on the outer packaging.
As all orders require a signature, if you are not available when Royal Mail attempts delivery they will:
Leave a calling card at your address with your tracking number and local delivery office details.
Hold your parcel at your local delivery office for up to 18 days for collection with valid ID.
Attempt redelivery on the next working day if you request this via the Royal Mail tracking system.
Please note: Pureline Biolabs cannot be held responsible for cold chain integrity if a parcel is not collected promptly from a delivery office. We strongly recommend ensuring someone is available to sign for your delivery.
In the unlikely event your order arrives damaged please:
Photograph the outer packaging and contents immediately before opening fully.
Email us at info@purelinebiolabs.com within 24 hours of receipt with your photos and order number.
We will arrange a replacement shipment or full refund within 48 hours of receiving your report.