Last updated: 22/05/26

This Shipping Policy explains how Thistle BioLabs processes, packs, dispatches, and delivers orders placed through our website.

Thistle BioLabs supplies batch-identified research materials for controlled laboratory research and educational analysis only. Products are not intended for human or veterinary consumption, treatment, diagnosis, prevention, cosmetic use, or personal use.

  • Delivery area

Thistle BioLabs currently delivers to addresses within the United Kingdom only.

We do not currently offer international delivery.

  • Order processing and dispatch

Orders are processed Monday to Friday, excluding UK bank holidays.

We aim to dispatch eligible in-stock orders the same day or the next working day after payment has been received and the order has passed any required review checks.

Dispatch times may vary depending on product availability, payment checks, order volume, courier service, documentation requests, or other operational factors.

If an item is unavailable, delayed, enquiry-only, or requires confirmation before dispatch, we will contact you using the details provided at checkout.

  • Delivery services

We use Royal Mail for UK delivery.

Available delivery options may include:

Royal Mail Tracked 24

Royal Mail Tracked 24 is our standard tracked delivery option. It has a next working day delivery aim, tracking to delivery point, delivery photo, and compensation cover up to £75. Delivery aims are not guaranteed and may not apply to all postcodes.

Royal Mail Special Delivery Guaranteed by 1pm

Royal Mail Special Delivery Guaranteed by 1pm is our premium delivery option. It provides guaranteed next working day delivery by 1pm, full tracking, photo and signature on delivery, and compensation cover up to £750.

Delivery options and prices will be shown at checkout before payment is completed.

  • Shipping costs

Shipping costs are calculated and displayed at checkout.

Our delivery options may include:

Royal Mail Tracked 24: £[Insert price]

Royal Mail Special Delivery Guaranteed by 1pm: £[Insert price]

Free UK delivery: Available on orders over £[Insert amount, if you choose to offer this]

We reserve the right to update shipping prices, delivery options, courier services, and free delivery thresholds at any time.

  • Packaging

Orders are packed discreetly and carefully to support safe transit and protect customer privacy.

Packaging may vary depending on product type, order size, courier requirements, and dispatch method.

Where appropriate, products may be packed using protective materials to reduce the risk of damage during delivery.

  • Temperature-sensitive products

Some research materials may require careful storage or temperature awareness after delivery.

Delivery packaging is intended to support transit only and should not be treated as long-term storage. Customers are responsible for reviewing product labels, storage guidance, and any available documentation upon receipt.

Products should be moved to suitable storage conditions promptly after delivery.

  • Tracking information

Where tracking is available, tracking details will be sent to the email address or contact details provided at checkout once the order has been dispatched.

Tracking updates are controlled by Royal Mail and may take time to appear after the parcel has entered their network.

Customers can use the tracking reference provided to monitor delivery progress through Royal Mail tracking.

  • Incorrect delivery information

Customers are responsible for providing complete and accurate delivery information at checkout.

Thistle BioLabs is not responsible for delays, failed deliveries, returned parcels, or delivery issues caused by incorrect, incomplete, or outdated address details provided by the customer.

If an order is returned to us due to incorrect delivery information, failed delivery attempts, refusal of delivery, or failure to collect, additional postage charges may apply before the order can be resent.

  • Missed deliveries and collection points

If Royal Mail is unable to deliver your parcel, they may attempt redelivery, leave the parcel with a neighbour, deliver to a collection point, or return the parcel to us, depending on the service used and Royal Mail’s delivery process.

Customers are responsible for following Royal Mail instructions and collecting parcels within the required timeframe.

We are not responsible for delays or failed delivery where the customer does not respond to delivery attempts, tracking updates, or collection notices.

  • Lost or delayed parcels

If your parcel appears delayed, please check the tracking information first.

Royal Mail Tracked 24 is a delivery aim, not a guaranteed next-day service. Delays may occur due to courier disruption, weather, seasonal demand, public holidays, incorrect address details, or other factors outside our control.

If tracking has not updated or your parcel appears lost, contact us with your order number and tracking reference. We may need to open an investigation with Royal Mail before offering a replacement, refund, or other resolution.

A parcel will only be treated as lost once Royal Mail confirms it as lost or once the relevant Royal Mail investigation timeframe has passed.

Where tracking confirms that a parcel has been delivered to the address provided at checkout, Thistle BioLabs is not responsible for theft, loss, misplacement, or failure to collect the parcel after delivery has taken place.

Nothing in this policy affects your statutory rights.

  • Damaged parcels

Please inspect your order as soon as it arrives.

If your parcel or product arrives damaged, contact us as soon as possible and include:

  • Your order number
  • Photos of the outer packaging
  • Photos of the damaged item
  • Photos of the product label
  • A short description of the issue

Please keep all packaging and contents until we have reviewed the matter.

We may require supporting evidence before offering a replacement, refund, or other resolution.

  • Missing or incorrect items

If your order is missing an item or you believe you have received the wrong item, contact us as soon as possible with your order number and supporting photos.

We will review the issue and, where appropriate, arrange a replacement, refund, or correction.

  • Enquiry-only and unavailable products

Some products may be listed as enquiry-only, coming soon, out of stock, or available on request.

These products may require confirmation of availability, batch details, dispatch timing, documentation status, or pricing before supply.

If your order contains an item that cannot be dispatched immediately, we may contact you to discuss the available options.

  • Research-use-only supply

All products supplied by Thistle BioLabs are for laboratory research and educational analysis only.

Products are not supplied for human or veterinary consumption, treatment, diagnosis, prevention, cosmetic use, or personal use.

We reserve the right to refuse, cancel, or delay orders where we reasonably believe the products may be used for an unsuitable, unsafe, unlawful, or non-research purpose.

  • Cancellations, returns, and refunds

Shipping-related cancellations, returns, refunds, damaged items, missing items, and failed deliveries are handled in accordance with our Refund Policy and applicable consumer law.

Online customers generally have cancellation rights for distance purchases, and UK guidance states customers must usually be told they can cancel up to 14 days after delivery.

Please review our Refund Policy for more information.

Nothing in this Shipping Policy affects your statutory rights.

  • Contact us

For shipping questions, tracking support, delivery issues, or order enquiries, contact us at:

Email: support@thistlebiolabs.co.uk

Telegram: @thistlebiolabs

WhatsApp: 07719 704948

WhatsApp link: https://wa.me/447719704948

Please include your order number when contacting us about an existing order.