Where is my order? My sampling kit hasn't arrived

Depending on which shipping method you chose at checkout there are a number of things we can do for you if your kit hasn't arrived yet. 

Kindly note that we ship to the exact address you typed in at checkout. If you have given us the incorrect address, or Royal Mail have returned your kit to us because they were unable to deliver to your address (it doesn't exist, or they tried multiple times to deliver) then you will be responsible for the cost of a replacement kit and its' postage.

If you chose "Free Shipping"

All of our UK "free shipping" orders are shipped via First Class Royal Mail. This is not tracked and how fast it gets to you is entirely dependent on how fast or slow your local Royal Mail sorting office is. We have no further information about where it is between leaving our laboratory and being delivered to you by Royal Mail. For this reason, we will not declare a sampling kit "lost in the post" until two weeks have passed since you ordered. 

If it is more than two weeks since your order was fulfilled then we will send out a replacement sampling kit free of charge. 

If you chose "Royal Mail Special Delivery (tracked)"

Please note that Royal Mail do not guarantee this as a next-day service. However, we find that most do arrive with our customers within 1-3 days of leaving our laboratory. You will be sent an email with the tracking number as soon as we fulfill your order, so you can track it through the Royal Mail network. 

It is highly unusual for these items to be "lost in the post" but if it does happen we will send out a new kit free of charge. 

If Royal Mail have been unable to deliver a Special Delivery order because you gave us the incorrect address, or multiple attempts were made to deliver and you were not able to collect from the sorting office, then we will have to charge you for the replacement swabbing kit and postage. We may insist on delivery to an alternative address, depending on the feedback we receive from Royal Mail.

If you chose "International Tracked Delivery"

All our International orders are shipped via DHL Express. You will be sent the tracking number as soon as we fulfill your order, so you can track it through the DHL network.

It is highly unusual for these items to be "lost in the post" but if it does happen we will send out a new kit free of charge. 

If DHL have been unable to deliver your order because you gave us the incorrect address, or multiple attempts were made to deliver and no-one was available to receive the item, then we will have to charge you for the replacement swabbing kit and postage. we may insist on delivery to an alternative address, depending on the feedback from DHL.