Shipping Policy

Processing Timeline

Order processing timelines are as follows:

• Order Confirmation: Within 24 hours of approved payment
• Quality Control & Preparation: 1-3 business days
• Handoff to Shipping: Orders typically ship within 5 business days
• Holiday/Weekend Processing: Processing occurs on business days only; orders placed on weekends/holidays will be processed on the next business day
• Urgent Orders: Rush processing available upon request with additional fees

Timelines are estimates and may vary based on order complexity, volume, and customization requirements. We will communicate any delays promptly.

Domestic Shipping (USA)

Shipping Carriers

We utilize reputable carriers including FedEx, UPS, and USPS for domestic delivery. Carrier selection depends on order size, destination, and required speed.

Delivery Timeframes

• Standard Shipping: 5-7 business days
• Expedited: 2-3 business days
• Overnight: Next business day delivery available

Tracking

All domestic shipments include tracking numbers. Customers receive tracking information via email upon shipment.

International Shipping

Eligible Countries

We ship internationally to qualified research institutions in most countries. However, shipments to certain countries may be restricted due to export controls, regulatory limitations, or customs complications.

Please contact us at info@biosupplypartner.com to confirm whether we can ship to your location.

International Delivery Timeframes

• Standard International: 10-21 business days depending on destination
• Express International: 5-10 business days

Customs and Import Responsibility

The buyer assumes full responsibility for:

• All customs duties, taxes, and import fees
• Compliance with local import regulations and permits
• Providing accurate customs documentation
• Clearing packages through customs
• Any delays or holds at customs

Luxera BIO will complete accurate commercial documentation, but cannot be held responsible for customs delays, denials, or additional fees imposed by your country's customs authority.

Restricted Countries

Due to international export controls and regulations, we cannot ship to certain countries or regions. These restrictions may change. Please inquire before placing orders for international shipment.

Product Handling and Cold-Chain Management

Packaging Standards

All products are carefully packaged using industry-standard procedures:

• Sealed, secure primary packaging
• Anti-tamper verification
• Protective secondary packaging
• Proper labeling and handling instructions

Temperature Control

Depending on product specifications:

• Standard Products: Room temperature shipping
• Temperature-Sensitive Products: Insulated packaging with ice packs or cool packs
• Cold-Chain Products: Dry ice or gel packs for products requiring cold storage

Specific shipping requirements will be confirmed during the quote process. Additional fees may apply for specialized packaging.

Recipient Responsibility Upon Delivery

Upon receipt, the recipient must:

• Inspect packaging for signs of damage immediately upon delivery
• Verify that all items match the packing list
• Confirm product integrity and proper condition
• Store products according to specifications immediately upon receipt
• Report any damage or discrepancies within 24 hours

Shipping Insurance

All orders over specified value include standard shipping insurance. Additional insurance coverage is available upon request for high-value orders.

Insurance coverage applies to carrier loss or damage only. Standard insurance does not cover:

• Recipient mishandling or improper storage
• Customs confiscation or regulatory seizure
• Acts of God or force majeure

Shipping Costs

Shipping costs are calculated based on:

• Order destination (domestic vs. international)
• Package weight and dimensions
• Carrier selected (if multiple options available)
• Special handling requirements (cold-chain, hazmat, etc.)
• Delivery timeframe selected

Shipping quotes are provided with each request for quote. Final shipping costs will be confirmed before payment processing.

Delivery Confirmation

Customers will receive:

• Shipment notification with tracking information
• Delivery confirmation upon arrival
• Proof of delivery from the carrier

Delivery confirmation does not represent acceptance of product condition; recipients should still inspect products upon delivery.

Lost or Delayed Shipments

If a shipment does not arrive within the expected timeframe:

1. Contact us immediately with your order number and tracking information
2. We will file a trace and inquiry with the carrier
3. For lost packages, we will work with the carrier's insurance process
4. Replacement or refund options will be determined based on insurance recovery. See Refund/Replacement Policy for details.

Reporting Timeline: Claims for lost packages must be reported within 30 days of the original delivery date.

Return Shipping

Return shipping costs are the responsibility of the buyer unless the return is due to our error (wrong product, incorrect quantity) or product defect. In cases where Luxera BIO is responsible, return shipping will be subsidized or provided at no cost.

Carrier Liability

Once a shipment leaves our facility, Luxera BIO's liability transfers to the carrier. All claims related to carrier damage, loss, or delay must be filed with the carrier directly. We will assist in filing claims but cannot guarantee carrier reimbursement.