This question was asked in our recent customer survey.

If you order via our online system or e-mail you will receive an immediate confirmation of order receipt. 

Our procedure then requires that each order is verified, permits and licences are obtained, and the responsible scientist authorises that your order may be fulfilled. Once this is completed we will send you an order acknowledgement that we intend sending the products you ordered. This can take 3-4 days.

If you place your order by fax, you will not receive an immediate confirmation of order receipt but will have to wait until the order is authorised.

Some customers do make repeated enquiries about their order status by e-mail and by telephone. This is very disruptive and slows the processing significantly for all our customers. Please allow a week before checking if your order is being processed as we will normally contact you within this period. We aim to ship all orders within 6 working days of order unless there are delays such as permits, in which case we will inform you.