Delivery Information

All NUPEP orders are normally dispatched on the next working day after payment is confirmed. Shipments are sent with Royal Mail wherever possible, and tracking information is emailed to you as soon as it is available from the courier.

Delivery dates cannot be guaranteed unless you have chosen a guaranteed shipping option. Delivery times run from the dispatch date, and vary by service and destination.

Please allow at least 5 working days from the dispatch date before contacting us about a parcel that has not arrived or a tracking page that has not updated. Parcels often move between hubs without a new scan, and most queries resolve within this time. Please check your tracking link first. If your parcel has still not arrived after 5 working days, email info@nupep.co.uk with your order number, the email used at checkout and your tracking number, and we will open an investigation with the courier. We reply to enquiries in the order received, and one email with full details helps us resolve your query faster than repeated messages.

On occasion, delays occur because of courier disruption, severe weather, customs checks, busy promotional periods, regional transport disruption or order verification. We will work closely with the courier to resolve any issues promptly, but we are not responsible for delays outside our control.

We ship worldwide from the United Kingdom. Customs duties, import taxes and local handling charges are the responsibility of the recipient. Some regions may currently experience delays, and a notice is displayed on our website where this applies.

Please double-check your delivery address at checkout. Once an order has been processed, changes may not be possible, and for security reasons we do not alter shipping details without prior authorisation. Parcels that cannot be delivered because of an incorrect or incomplete address, or that are refused or uncollected, are not eligible for a refund, and reshipment will be at your cost.

We cannot issue a replacement or refund for a parcel that is still in transit. If a parcel is not delivered after the period above, we will open a courier investigation, and once the courier confirms it is lost we will arrange a replacement or refund, typically within 15 working days. If a parcel arrives damaged, email us within 2 working days of delivery with your order number and clear photographs of the packaging, label and item.

We do not offer guidance regarding product use or dosage. All products are intended exclusively for laboratory research purposes and are not suitable for human or animal consumption.