FAQs

1. How can I place an order?

You can place orders

  • Online: type the product name or product number into the search tool in the top left hand corner of the website.
  • By email: order@stjohnslabs.com
  • By phone: +44 (0)208 223 3081
  • By fax: +44 (0)207 681 2580

2. What information do I need to place an order?

  • Catalog number, size and quantity of the product(s)
  • Shipping address and billing address
  • Purchase Order number  
  • Contact number
  • E-mail address

3. What will happen after I placed the order?

After you placed the order, you will receive a confirmation email. Please contact us if you do not receive an order confirmation email. When your order is dispatched, you will be notified by email with a tracking number.

4. What payment methods do you accept?

  • Purchase Order Number (PO#): If you have a purchase order, just proceed to the checkout. You can then either email your PO#, or fax it to us (we will not be able to begin processing your order until we receive a copy of your PO#). If you need further information, please contact info@stjohnslabs.com
  • PayPal: If paying by PayPal, the delivery address should be the registered PayPal account address. If you need further information, please contact info@stjohnslabs.com 

5. When can I expect to receive my products?

The lead time takes 1 to 2 weeks.

6. How is the shipping charge calculated?

The shipping charge depends on the size, the quantity of the product and the destination. If you need further information, please contact info@stjohnslabs.com

7. How can I track my order?

After the product is dispatched, you will receive shipping conformation email with a tracking number from courier.

8. At what temperature are the antibodies shipped?

All antibodies are shipped with an ice pack, keeping them at approximately 4°C. 

9. How do I cancel an order?

If you wish to cancel an order before the product is dispatched, you must contact us.  There will be no cost for cancellation within 24 hours of order confirmation.  All cancellations after 24 hours of order confirmation with incur a 25% restocking fee.  After the product is dispatched, you cannot cancel the order but you may return the product. Please see below for returning product conditions.

10. How do I return a product?

In order to return a product, you must first notify us and then ship it back to us unused within 7 days of receipt. 

If you are not satisfied with the quality of your purchase, then we can replace or give a full refund for the item. To request a refund or replacement you must notify us within 12 months of receipt of the product(s).  You must also:

  • Provide us with the detailed protocol as applicable including images of positive and negative controls
  • Follow our recommendations and instructions

Any products returned or in respect of which your actions are in contravention of the above, shall not be the subject of any refunds or replacements and you will continue to be liable for payment of such product (including all delivery charges).

11. Do you charge tax on my order?

Our prices are exclusive of VAT (Value Added Tax) and VAT only applies to customers in the United Kingdom (UK):

  • We do not add any tax on your purchase,

if you are a customer from outside of the EU. However, customs at your country may impose tax and customs duties on your order. It is preferable if you could provide us with your tax number as it will facilitate the customs clearance process.

  • We will not charge you VAT/MwSt,

if you are a EU customer outside of the UK and if you provide us with your VAT/MwSt number (e.g. DE 111222333). Please include the country code prefix for the VAT/MwSt number. You can obtain this number from the purchasing department of your institution. If you do not provide a valid VAT/MwSt number, we need to charge you VAT/MwSt.

  • For UK customers, most academic institutions in the UK are qualified for zero rate VAT (commonly referred to as VAT exemption). If this applies for you, you need to provide us your VAT exemption. We will add 20% VAT to your invoice if no certificate is received or if your institution does not have VAT exemption.
St John's Laboratory Ltd © 2017