Support
How do I track my order?
A tracking reference is sent by email when your order is dispatched. Your orders and their status are also listed in your account, so the reference is retrievable if the email is lost.
If the dispatch email has not arrived, check the address on the order and your spam folder first, then contact support with your order number.
Support can help with order status, tracking and delivery, certificates and lot information, account access, and invoices and payment.
If tracking has not updated
A reference that shows no movement usually means one of two ordinary things. Either the label has been created but the parcel has not yet been scanned into the carrier's network, which can leave tracking static for a day; or the parcel is moving between facilities without an intermediate scan, which produces a gap rather than an error. Neither indicates a problem with the shipment, and neither is something we can resolve faster than the carrier's own updates.
The material's tolerance for ambient conditions is what makes this a matter of patience rather than concern. Sealed, desiccated lyophilized powder does not have a narrow arrival window, so a delay of a day or two in transit does not affect what is in the vial.
If tracking has genuinely not moved for several business days, contact support with the order number and the tracking reference. That is the point at which we can open an enquiry with the carrier, which is a different process from watching the same feed you are watching.
Related reading
For laboratory research use only. Not for human or veterinary consumption.