QUESTIONS & ANSWERS
Frequently asked questions
How ordering works, how products are delivered and stored, and where to find the documentation of each batch.
Ordering and payment
Who can order?
We supply research organisations only, for laboratory research. Our products are not for human or veterinary use. We may ask about the intended research and may decline any enquiry.
How do I place an order?
Choose a specification in the collection and add a released batch to your enquiry bag. Send the enquiry with your organisation details. We confirm the price, availability, delivery and documentation in a quotation, and the order is accepted only when you confirm it.
Are the prices final?
Prices shown on the site are per vial and are a guide. The final price, together with the delivery cost, is confirmed in your quotation; where no price is shown, it is given on quotation. Sending an enquiry does not commit you to an order.
How do I pay?
After you accept the quotation you can pay by bank transfer against a pro-forma invoice, or by card through a secure payment link that we send by email. No payment details are collected on this website.
Delivery
Where do you deliver?
We deliver within the United Kingdom only.
How are products shipped?
By tracked delivery within the UK. The products are lyophilised (freeze-dried) powders in sealed vials and are dispatched in protective packaging at ambient temperature, without cold packs. Please store them at 2–8 °C as soon as they arrive.
How long does delivery take?
Dispatch and delivery times are confirmed in your quotation, together with the delivery cost.
What is in the box?
One vial of the product; the box is closed with an NFC authenticity seal. Each product vial is supplied with one vial of bacteriostatic water (BAC water) free of charge; a blend counts as one product vial.
Storage in the laboratory
How should products be stored?
At 2–8 °C, dry and protected from light, in the original box. Do not freeze. Where a label or a batch’s documentation states different conditions, follow those.
Anything to note before opening a vial?
Let the closed vial reach room temperature before opening it, so that no moisture condenses on the powder.
Where is the expiry date?
The expiry date (EXP) is printed on the vial label and on the box sticker, next to the LOT number. It applies to the unopened vial stored as stated on the label.
Documentation and authenticity
Where is the certificate of analysis?
A batch is released only after an independent laboratory has analysed it and the result has been approved. Its laboratory report is published on the product page and can be found with the LOT number from your vial.
Do you provide safety data sheets?
Yes. Where we have published one, it is on the product page under Storage and handling; otherwise it is available on request. Please mention the product and the LOT number in your enquiry.
How do I know a box is genuine and unopened?
Every box carries an NFC authenticity seal, the LOT number of its batch and a QR code to kbgoldlab.com.
Problems and returns
What if a parcel arrives damaged, incorrect or with an opened seal?
Do not use the product and tell us within 7 days of delivery, quoting your order reference and the LOT number, with photographs of the parcel and the box. Once we have reviewed it, we will arrange a replacement or a refund.
Can I return a product I no longer need?
Because our products are temperature-sensitive research materials, we cannot take back products once they have left our control, unless they arrived damaged, incorrect or with an opened seal. We supply research organisations only, so the consumer cancellation period does not apply.