A parcel can be delayed by a La Poste heatwave plan, held at a sorting hub, damaged in transit or lost by the carrier. These incidents are outside our preparation process. With buyer protection (€4.99 per order, optional at checkout), these situations are handled as a priority: reshipment or refund without waiting for the carrier inquiry to conclude.
How does it work?
Protection starts when your parcel ships and covers the whole journey to hand-over.
- 1
Your order ships protected
Your parcel ships with tracking (La Poste, DPD or DHL depending on destination) and the protection is linked to your order number. Nothing to do on your side.
- 2
A transport incident occurs
Tracking stuck for several days, a “disruption in progress” notice from La Poste, a parcel marked delivered but nowhere to be found, or a visibly damaged box on arrival.
- 3
You report the issue to us
Contact support with your order number (and photos if the parcel is damaged). With protection, your case is fast-tracked.
- 4
Reshipment or refund, without waiting
We do not wait for the carrier inquiry to conclude: we reship your order as a priority or refund you, per your preference and our terms.
What protection covers
Parcel stuck or held by the carrier (La Poste heatwave plan, sorting hub, network disruption).
Parcel damaged in transit (broken contents, crushed box, damaged vials).
Parcel lost, or marked delivered but never received.
Priority reshipment or refund without waiting for the carrier inquiry outcome.
Fast-tracked handling of your case by support.
Good to know
Buyer protection only concerns delivery incidents. Your purchase is secure in all cases: payment via trusted providers, tracked shipping after payment validation, and claims handled per our terms even without the option — protection simply guarantees priority handling with no inquiry wait. Products are for in vitro and preclinical research only.
Frequently asked questions
- Is my order secure if I skip the protection?
- Yes. Secure payment, tracked shipping and support come with every order. Buyer protection adds coverage specific to delivery incidents: priority handling and reshipment or refund without waiting for the carrier inquiry.
- My La Poste tracking shows “disruption in progress” — what should I do?
- This notice comes from the La Poste network (heatwave plan, route reorganisation) and does not mean your parcel is lost. If the hold lasts more than a few days, contact us: with buyer protection, we reship or refund without waiting for the hold to clear.
- My parcel arrived damaged — what happens?
- Take photos of the box and contents, then contact support within 48 hours with your order number. With protection, the reshipment or refund is triggered as a priority, with no prior carrier assessment.
- How much does protection cost and how do I add it?
- €4.99 per order. Tick the option at checkout if you want reinforced delivery coverage; it is not enabled by default.
A problem with your delivery?
Check order tracking or contact support. Always include your order number for a faster reply.