Shipping & Delivery Policy

Woodlands Biohack operates as a business-to-business (“B2B”) wholesale supplier.

Orders are supplied to businesses, laboratories, research organisations, professional customers, sole traders and other qualifying trade customers.

Our website is not intended for consumer retail purchasing.

By placing an order, the Customer confirms that the purchase is being made wholly or mainly for purposes relating to its trade, business, craft, profession or professional research activities.

We reserve the right to request information reasonably necessary to verify B2B status before dispatching an order.

Our standard delivery service currently covers eligible addresses within the United Kingdom.

Unless otherwise stated at checkout or agreed directly with Woodlands Biohack, orders are dispatched using an appropriate UK postal or courier service.

Our current primary delivery provider is Royal Mail.

The exact service used may depend upon:

• parcel size;
• parcel weight;
• order value;
• destination;
• service availability;
• operational requirements; and
• other relevant delivery considerations.

Woodlands Biohack reserves the right to use an alternative reputable carrier where reasonably necessary.

Our standard UK delivery charges are:

Orders under £100

£3.95 delivery

Orders of £100 or more

FREE UK delivery

The applicable delivery charge will normally be displayed during checkout before payment is completed.

The qualifying order value is calculated after applicable discounts unless expressly stated otherwise.

We reserve the right to amend delivery charges or free-delivery thresholds for future orders.

Any change will not retrospectively alter the delivery charge already agreed for an accepted order.

There is no minimum order value — you can order any amount.

Delivery charges are:

• Orders under £100: £3.95 delivery;
• Orders of £100 or more: FREE delivery.

Any promotional or account-specific delivery arrangement will take precedence where expressly agreed.

Woodlands Biohack aims to dispatch in-stock orders on the same working day where payment is received and confirmed before 2:00pm UK time, subject to operational and carrier availability. Orders confirmed after 2:00pm, at weekends or on bank holidays will normally be prepared for dispatch on the next working dispatch day.

This target applies once:

• an order has been accepted;
• payment has been successfully received or cleared;
• any necessary B2B verification has been completed; and
• the products are available for dispatch.

Orders containing unavailable stock or backordered products may take longer. Orders may be fulfilled through our UK distribution arrangements or authorised fulfilment partners. Tracking information is provided where supported by the selected delivery service. Delivery estimates are not guaranteed and may be affected by carrier operations, customs processing or other circumstances outside our control.

For the purposes of our standard dispatch estimates, working days generally mean Monday to Friday, excluding UK/English bank holidays.

Orders placed during weekends or bank holidays will normally begin processing on the next working day.

For example, an order placed late on a Friday may not begin normal processing until Monday where Monday is a working day.

Periods of unusually high demand, public holidays and seasonal courier congestion may affect normal processing times.

Orders will not normally be dispatched until payment has been successfully confirmed.

Card or online payments

Woodlands Biohack accepts online payments through Teya and Wallid. Successful online payments are normally confirmed shortly after the transaction.

Bank transfer (by prior agreement)

Manual bank transfers may be arranged for approved business customers by prior agreement and are not automatically available as a public checkout payment option. Where agreed, payment instructions are provided directly by our team.

Orders paid by bank transfer will normally enter the fulfilment process once cleared funds can be identified and matched to the relevant order.

Customers should use the requested payment reference wherever one is provided.

An incorrect or missing reference may delay our ability to identify the payment.

Following successful payment, an order may pass through several stages before dispatch.

These may include:

• payment confirmation;
• B2B account or order verification where required;
• stock allocation;
• order preparation;
• order checking;
• packaging;
• shipping-label generation;
• carrier collection or handover; and
• dispatch confirmation.

An order being marked as “processing” does not necessarily mean that it has been handed to the carrier.

Once an order has been dispatched, we will normally send a dispatch confirmation using the email address associated with the order.

Where tracking is available, this communication may contain:

• order number;
• dispatch confirmation;
• carrier information;
• tracking number or reference; and
• tracking instructions.

Customers should ensure that the email address supplied when ordering is accurate.

Customers may also wish to check spam or junk folders if a dispatch email has not appeared.

Where a tracked delivery service is used, tracking information will normally become available after the parcel has been accepted and processed by the carrier.

Carrier tracking systems may not update immediately after a shipping label is created.

A short delay between receiving a tracking number and the first tracking event does not necessarily indicate a problem with the parcel.

Customers can use the Track Order facility on the Woodlands Biohack website where available.

After dispatch, standard UK deliveries will commonly arrive within approximately 1–2 working days.

However, this is an estimated delivery timeframe rather than a guaranteed delivery deadline, unless Woodlands Biohack expressly agrees to a guaranteed service in writing.

Overall arrival times depend on payment confirmation, stock availability, the 2:00pm dispatch cut-off and the selected delivery service.

Actual delivery times can vary.

Unless expressly stated otherwise, all delivery and dispatch times shown by Woodlands Biohack are estimates.

Delivery may be affected by circumstances outside our reasonable control, including:

• postal delays;
• courier disruption;
• severe weather;
• transport disruption;
• road closures;
• public holidays;
• industrial action;
• unusually high carrier volumes;
• seasonal demand;
• technical failures;
• security incidents;
• incorrect delivery information;
• regulatory intervention;
• natural disasters;
• national emergencies; or
• other circumstances outside our reasonable control.

We will take reasonable steps to assist where a genuine delivery problem occurs.

Standard dispatch estimates exclude weekends and applicable bank holidays unless expressly stated otherwise.

Courier or postal services may operate differently during:

• Christmas;
• New Year;
• Easter;
• bank-holiday weekends; and
• other periods of high demand.

Customers placing time-sensitive wholesale orders should allow additional time during these periods.

Customers are responsible for supplying a complete and accurate delivery address.

This should include, where applicable:

• recipient/business name;
• building name or number;
• street;
• locality;
• town or city;
• postcode;
• country; and
• any other information reasonably required for successful delivery.

Customers should check the delivery address carefully before completing an order.

Woodlands Biohack cannot guarantee successful delivery where the Customer provides an incorrect or incomplete address.

If you notice an address error before dispatch, contact us immediately at admin@woodlandsbiohack.com, including your order number and the correct address.

We will attempt to amend the order where reasonably possible.

However, once an order has entered fulfilment or been handed to the carrier, it may no longer be possible to alter the delivery address.

Once a parcel has been dispatched, Woodlands Biohack may not be able to redirect it.

Any redirection facility offered by the carrier is subject to the carrier’s own terms and availability.

Customers should therefore ensure the delivery information is correct before submitting an order.

Where an order is delivered to business premises, the Customer is responsible for ensuring that an appropriate person is available to receive the parcel where required.

Delivery may potentially be accepted by:

• an employee;
• receptionist;
• mailroom;
• building manager;
• authorised representative; or
• another person at the supplied delivery location.

Customers using shared buildings or large business premises should ensure sufficient business-name and location information is included in the address.

Depending upon the service used, the carrier may generate evidence of delivery.

This may include:

• delivery scan;
• delivery timestamp;
• GPS or location information;
• photograph;
• signature;
• recipient information; or
• another form of electronic delivery confirmation.

Where a delivery dispute arises, Woodlands Biohack may rely upon carrier tracking and proof-of-delivery information as part of its investigation.

Where a Customer independently instructs a carrier to:

• leave a parcel in a safe place;
• leave it with a neighbour;
• redirect it;
• deliver it to another collection point; or
• otherwise modify the original delivery arrangement,

those instructions may affect responsibility for the parcel.

Customers should only select delivery options they consider appropriate for the nature and value of their order.

Where delivery cannot be completed, the carrier may:

• attempt delivery again;
• leave delivery instructions;
• make the parcel available for collection;
• redirect the parcel to a collection point; or
• return it to the sender.

Customers should follow the carrier’s tracking information and instructions.

A parcel may be returned to Woodlands Biohack because of:

• an incorrect address;
• incomplete address;
• refusal of delivery;
• repeated unsuccessful delivery attempts;
• failure to collect;
• access problems; or
• another delivery issue.

If an order is returned to us, we will review the circumstances and contact the Customer where appropriate.

Where the return was caused by incorrect information or failure to collect attributable to the Customer, additional delivery charges may be payable before the order is sent again.

Nothing in this section affects rights that cannot lawfully be excluded.

Carrier tracking can occasionally show little or no movement for a period while a parcel remains within the delivery network.

A delayed tracking update does not necessarily mean that a parcel has been lost.

Customers should allow the carrier a reasonable opportunity to complete delivery.

If your parcel has not arrived within 7 working days following dispatch, please contact admin@woodlandsbiohack.com.

Include:

• your business name;
• order number;
• delivery postcode; and
• any relevant tracking information.

We will then investigate the delivery where appropriate.

A parcel will not necessarily be considered lost merely because it has exceeded its estimated delivery date.

Carriers generally have their own procedures and timeframes for classifying shipments as lost.

Where an order appears to have been lost, Woodlands Biohack may:

• review tracking information;
• contact the carrier;
• request delivery information;
• request information from the Customer;
• submit a carrier enquiry or claim; and
• take other reasonable steps to investigate.

Any replacement, refund or other resolution will depend upon the circumstances and applicable contractual and legal rights.

If carrier tracking shows that a parcel has been delivered but you cannot locate it, please first check:

• the delivery location;
• reception;
• mailroom;
• employees or colleagues;
• neighbouring units;
• any designated safe place;
• carrier delivery photographs; and
• any delivery notification.

If the parcel still cannot be located, contact us promptly at admin@woodlandsbiohack.com.

We may request information required to investigate the delivery with the carrier.

Customers should inspect delivered parcels as soon as reasonably practicable.

If external packaging is significantly damaged, we recommend taking photographs before opening the package where reasonably possible.

Please retain:

• outer packaging;
• shipping label;
• internal packaging;
• affected products; and
• any relevant batch information

until the issue has been investigated.

Where a product appears to have been damaged during transit, contact admin@woodlandsbiohack.com.

Please provide:

• order number;
• product name;
• description of the damage;
• photographs of the outer parcel;
• photographs of internal packaging;
• photographs of the affected product; and
• batch information where available.

Do not dispose of the affected product or packaging until we have had a reasonable opportunity to investigate the issue.

If an order arrives but one or more products appear to be missing, contact us promptly.

Please provide:

• order number;
• products received;
• products believed to be missing;
• photographs of the parcel where relevant; and
• any other information reasonably requested.

We may review fulfilment information before determining the appropriate resolution.

If you receive a product that does not correspond with your order, please contact us promptly.

Where reasonably possible, do not open, process or otherwise alter the incorrectly supplied product while the matter is being investigated.

We may request photographs of:

• the product;
• label;
• batch information;
• packaging; and
• shipping label.

As a B2B Customer, you should inspect your delivery as soon as reasonably practicable after receipt.

Checks should include:

• correct product;
• correct quantity;
• packaging condition;
• label information;
• visible damage; and
• batch information where applicable.

Prompt inspection makes it easier to investigate delivery and fulfilment issues.

Once products have been successfully delivered, the Customer is responsible for appropriate storage and handling.

Research materials may be affected by factors including:

• temperature;
• moisture;
• light;
• contamination;
• repeated temperature changes;
• improper handling; and
• unsuitable storage environments.

Customers should therefore move delivered products into appropriate storage promptly.

Please refer to our Quality & Testing Policy for additional information regarding product handling and quality responsibilities.

Where particular products may be affected by environmental conditions, Customers remain responsible for assessing the suitability of products for their particular research application after receipt.

Unless expressly agreed as a validated temperature-controlled shipment, ordinary postal or courier transport should not be interpreted as a continuously monitored cold-chain service.

Where temperature history is critical to a Customer’s intended research, this requirement should be discussed with Woodlands Biohack before ordering.

Large wholesale orders may require:

• multiple parcels;
• additional packaging;
• alternative courier arrangements;
• additional processing time; or
• separate tracking numbers.

Where an order is divided into multiple consignments, parcels may not necessarily arrive at exactly the same time.

Receiving one parcel does not necessarily mean that the entire order has been delivered.

Customers should check dispatch information and tracking references before reporting missing products.

Where commercially appropriate, Woodlands Biohack may dispatch an order in more than one shipment.

This may occur because of:

• parcel size;
• product availability;
• fulfilment arrangements;
• carrier restrictions; or
• operational requirements.

Where practical, appropriate tracking information will be provided for separate shipments.

Occasionally a product may become unavailable after an order has been submitted.

Where this occurs, we will contact the Customer before taking any action. If the Customer does not choose another option, the unavailable item will be refunded to the original payment method.

Depending upon the circumstances, options may include:

• waiting for stock;
• partial shipment;
• an alternative product where agreed;
• account credit, only if the Customer chooses it instead of a refund; or
• refund of the unavailable item.

We will not knowingly substitute a materially different product without the Customer’s agreement.

Where Woodlands Biohack expressly accepts a pre-order or back order, normal dispatch times may not apply.

Any estimated availability date is an estimate unless expressly guaranteed.

Where an order contains both immediately available and back-ordered products, we may agree to:

• hold the complete order;
• dispatch available products separately; or
• make another reasonable arrangement.

Additional delivery charges may apply to Customer-requested split deliveries where appropriate and agreed.

Because Woodlands Biohack operates on a B2B basis, consumer cancellation rights do not automatically apply to wholesale transactions.

If a business Customer wishes to cancel an order before dispatch, it should contact us immediately.

We may agree to cancellation where fulfilment has not progressed too far.

Once an order has been dispatched, cancellation may no longer be possible.

Any return will then be dealt with under our applicable Returns & Refunds Policy and Terms & Conditions.

Customers should not refuse a delivery without first contacting Woodlands Biohack unless there is a legitimate immediate reason to do so.

Refusal may cause the parcel to be returned through the carrier network and may delay resolution.

Where refusal results from a Customer changing its mind or another reason attributable to the Customer, reasonable additional costs may be recoverable where permitted by the contract and applicable law.

Woodlands Biohack may conduct reasonable security checks before dispatch.

An order may be delayed while we verify:

• business identity;
• payment information;
• billing information;
• delivery information;
• unusual transaction activity; or
• other information relevant to fraud prevention.

These checks are intended to protect Woodlands Biohack, legitimate business Customers and payment providers.

For higher-value orders, Woodlands Biohack may use enhanced delivery arrangements.

These may include:

• tracked services;
• signed delivery;
• enhanced insurance;
• alternative couriers;
• additional identity or business verification; or
• other reasonable security measures.

This may vary according to the order and destination.

Where a Customer requests delivery to an address different from its primary business or billing address, we may conduct additional verification.

Woodlands Biohack reserves the right to refuse an alternative delivery address where there are reasonable fraud, regulatory or security concerns.

Unless international delivery is expressly offered at checkout or agreed directly with Woodlands Biohack, Customers should not assume that products can be shipped outside the United Kingdom.

Where international supply is agreed, the Customer is responsible for determining whether the products may lawfully be:

• imported;
• possessed;
• stored;
• purchased; and
• used

within the destination jurisdiction.

The Customer is also responsible for applicable:

• customs requirements;
• import licences;
• permits;
• duties;
• taxes;
• brokerage charges; and
• regulatory approvals,

unless expressly agreed otherwise.

Woodlands Biohack will not knowingly falsify customs documentation or product values.

For any international order expressly accepted by Woodlands Biohack, customs processing may delay delivery.

Customs clearance is outside our direct control.

A parcel being held by customs does not automatically mean that it has been lost.

Customers may be required to provide information directly to customs authorities or the carrier.

Woodlands Biohack will not be responsible for delay or failure to perform caused by circumstances outside our reasonable control to the extent permitted by applicable law.

These may include:

• severe weather;
• natural disasters;
• fire;
• flooding;
• transport disruption;
• war;
• civil disorder;
• terrorism;
• government action;
• epidemics;
• pandemics;
• courier network failures;
• industrial action;
• telecommunications failures;
• significant cyber incidents;
• supply-chain disruption; and
• regulatory intervention.

Where practicable, we will take reasonable steps to minimise disruption.

Customers are responsible for:

• providing accurate order information;
• providing a valid delivery address;
• providing accurate contact information;
• monitoring tracking information;
• arranging receipt of deliveries;
• collecting parcels where required;
• inspecting orders promptly;
• reporting genuine delivery problems promptly; and
• appropriately storing products following delivery.

Woodlands Biohack aims to:

• process accepted orders efficiently;
• package products appropriately for the intended delivery method;
• dispatch within advertised targets wherever reasonably possible;
• provide tracking information where available;
• investigate legitimate delivery concerns;
• cooperate reasonably with carriers; and
• provide an appropriate resolution where Woodlands Biohack is responsible for an order fulfilment error.

Nothing in this Policy excludes or limits any liability that cannot lawfully be excluded or limited.

Delivery claims will be considered according to the circumstances and available evidence.

We may take account of:

• carrier tracking;
• proof of delivery;
• delivery photographs;
• GPS information where supplied by the carrier;
• Customer information;
• order records;
• fulfilment records;
• package information; and
• other relevant evidence.

Submitting a claim does not automatically establish that Woodlands Biohack or the carrier is responsible.

Claims will be investigated reasonably.

Knowingly submitting false information concerning:

• non-delivery;
• missing products;
• damaged goods;
• payment disputes; or
• delivery circumstances

may constitute fraud.

Woodlands Biohack reserves the right to provide relevant evidence to payment providers, carriers, insurers, professional advisers or competent authorities where reasonably necessary and legally permitted.

This Shipping & Delivery Policy should be read together with the Woodlands Biohack Terms & Conditions.

Our Terms & Conditions govern the contractual relationship between Woodlands Biohack and business Customers.

If there is an inconsistency between this Policy and individually negotiated written contractual terms, the individually negotiated terms will normally take precedence.

Nothing in this Policy removes statutory rights or liabilities which cannot legally be excluded.

We may update this Shipping & Delivery Policy periodically.

Changes may reflect:

• carrier arrangements;
• delivery prices;
• free-delivery thresholds;
• dispatch procedures;
• operational changes;
• service availability;
• legal requirements; or
• changes to our business.

The current version will be displayed on woodlandsbiohack.com.

Changes will normally apply to orders placed after the revised Policy takes effect.

For delivery enquiries, contact:

• Woodlands Biohack Limited (company number 17490886), 1g Brighouse Road, Middlesbrough, England, TS2 1RT, United Kingdom;
• Email: admin@woodlandsbiohack.com;
• Website: woodlandsbiohack.com.

When contacting us about an existing delivery, please provide:

• business name;
• order number;
• delivery postcode; and
• tracking number where available.

For delayed or missing deliveries, please use “Delivery Enquiry – Order [ORDER NUMBER]” as the email subject where possible.

Orders may be dispatched directly by an approved supplier or fulfilment partner rather than from premises we operate, and in future some items may be dispatched from stock we hold.

Woodlands Biohack remains your point of contact for the order, tracking and any delivery issue, whoever dispatches the parcel.

We choose the carrier and service for each order. Royal Mail tracked is normally used for UK orders; another carrier may be used where appropriate.

Orders received after the daily operational cut-off, at weekends or on bank holidays move to the next working day. There is no routine weekend dispatch.

An order may arrive in more than one parcel. Delivery charges are not increased because we choose to split a shipment.

Where we agree to deliver outside the UK, delivery charges, carriers and timescales will be confirmed for that order.

Any customs fees, import duties or taxes that may be due are the responsibility of the customer. Woodlands Biohack Ltd will not be held responsible for these fees.

You are responsible for checking that the products may lawfully be imported and used in the destination country. Parcels held, delayed or refused by customs or local authorities are not a delivery failure by us.