Shipping policy

IMULAB SHIPPING POLICY

Last Updated: 11th December 2024

At IMULAB, we aim to ensure your test kits and related products are delivered promptly and securely. This policy outlines our shipping process, delivery times, costs, and responsibilities.

1. Delivery Options and Costs

1.1. We offer the following delivery options across the United Kingdom:

  • Standard Delivery: Estimated 2-3 working days from the date your order is processed.
  • Tracked Delivery: Estimated 1-2 working days, tracked via Royal Mail or an alternative courier service.

1.2. Delivery charges will be displayed during the checkout process and depend on the delivery method selected.

1.3. For some services, such as phlebotomy home visits or clinic appointments, additional delivery fees may not apply. These will also be clearly shown at checkout.

2. Processing Times

2.1. Orders are usually processed within 2 working days from receipt of payment and confirmation of your order.

2.2. You will receive an email confirmation once your order has been dispatched, including tracking information if applicable.

2.3. Working days are defined as Monday to Friday, excluding public holidays in the United Kingdom.

3. Delivery Address

3.1. It is your responsibility to ensure that the delivery address provided at checkout is accurate and complete.

3.2. If you realise an error in your delivery address after placing your order, please contact our Customer Support Team immediately at:

3.3. We are unable to change the delivery address once the order has been dispatched.

4. Delivery Times

4.1. While we strive to meet estimated delivery times, these are not guaranteed and may be affected by factors beyond our control, including:

  • Postal service delays
  • Severe weather conditions
  • Strikes or industrial actions

4.2. If your order has not arrived within the estimated delivery time, please contact us at support@imulab.co.

5. Receipt of Goods

5.1. Once the sample collection kit is delivered to the address provided during checkout, responsibility for the kit transfers to you.

5.2. If your package is damaged on arrival, please contact us immediately with photos of the damage at support@imulab.co.

5.3. If a test kit is lost during transit, we will arrange for a replacement kit to be sent free of charge after investigating the issue with our courier partner.

6. Delivery Restrictions

6.1. We only ship to addresses within the United Kingdom.

6.2. Some delivery options may not be available in remote areas. If delivery is not possible to your address, our team will contact you to discuss alternative arrangements.

7. Failed Deliveries

7.1. If delivery is attempted but fails due to:

  • An incorrect address provided by you
  • No one being available to accept the delivery

The courier may leave a delivery attempt card or return the package to us.

7.2. If a package is returned to us due to failed delivery, we will contact you to arrange redelivery. You may be charged an additional delivery fee.

8. Lost or Delayed Deliveries

8.1. If your delivery has not arrived within 7 working days from the date of dispatch, please contact our Customer Support Team immediately.

8.2. We will investigate with our courier partner and keep you informed throughout the process.

8.3. In the event of a confirmed loss, we will arrange for a replacement kit or provide a full refund, depending on your preference.

9. International Shipping

9.1. IMULAB does not currently offer international shipping.

10. Contact Us

If you have any questions or concerns about our Shipping Policy, please contact us:

  • Phone: 03450 678 123
  • Email: support@imulab.co
  • Address: IMULAB, Life Sciences and Innovation Centre, Inverness Campus, Inverness, IV2 5NA