Shipping policy


Last updated: 11 September 2026

This Shipping Policy explains how shipping, dispatch, delivery estimates, tracking, failed delivery, damaged parcels, missing orders, international shipping, and customs issues are handled by Verified Vials, a trading name of RKCKMJ LTD.

Verified Vials supplies products strictly for laboratory research use only. Our products are not intended for human consumption, veterinary use, cosmetic use, diagnostic use, medical use, therapeutic use, supplementation, wellness use, performance enhancement, personal use, or administration to humans or animals.

This Shipping Policy should be read together with our Terms of Service, Refund Policy, and Privacy Policy.

Nothing in this Shipping Policy limits any rights or remedies that cannot be excluded under applicable law.



1. Who We Are

Trading name: Verified Vials
 Legal entity: RKCKMJ LTD
 Company number: NI731628
 Registered office: Unit 1, 232-240 Belmont Road, Belfast, Northern Ireland, BT4 2AW
 Email: support@verifiedvials.com

For shipping enquiries, contact:

support@verifiedvials.com

Please include your order number, full name, delivery address, and a clear description of your enquiry.



2. Courier Services

Verified Vials primarily uses DPD for UK deliveries.

We may use alternative couriers where necessary, including for operational, geographic, international, service availability, compliance, courier restriction, or delivery-performance reasons.

Alternative couriers may include Royal Mail, DHL, UPS, FedEx, Evri, or another suitable courier or fulfilment provider.

The courier used for your order may depend on:

  • delivery location

  • courier availability

  • product type

  • parcel size or weight

  • service selected at checkout

  • international shipping requirements

  • customs requirements

  • operational needs

  • courier restrictions

Unless expressly stated otherwise, our shipping services are standard courier services and are not temperature-controlled, refrigerated, frozen, or cold-chain courier services.

Verified Vials products are generally suitable for normal courier transit, but they must be stored correctly and promptly after delivery in accordance with product documentation, product labels, and any storage instructions provided.



3. Dispatch Days

Orders are normally processed and dispatched on working days only.

Working days are Monday to Friday, excluding bank holidays, public holidays, courier non-collection days, and days where dispatch is affected by operational disruption.

We do not normally dispatch on weekends or bank holidays.



4. DPD Collection Time and Dispatch Cut-Off

Our DPD collection is normally around 1:00 PM on working days.

To be dispatched the same working day, an order must normally be:

  • placed before courier collection

  • paid in full

  • successfully processed

  • cleared through any fraud, payment, compliance, destination, or research-use review

  • packed and ready before courier collection

Same-day dispatch is not guaranteed.

An order confirmation email does not mean that the order has been dispatched. Dispatch occurs when the order is handed to the courier or when a dispatch confirmation is issued.

Orders placed, paid, cleared, or approved after courier collection will normally be processed for dispatch on the next working day.

Verified Vials may delay dispatch where an order requires additional review, customer information, payment verification, stock confirmation, courier checks, compliance review, or destination checks.

Dispatch and delivery estimates do not begin until an order has cleared any required payment, fraud, compliance, destination, or research-use review.



5. UK Delivery Estimates

For UK orders, delivery is expected to take approximately 1 to 3 working days from dispatch.

Next day delivery may occur for some UK orders, but it is not guaranteed.

Delivery estimates are not guaranteed delivery promises unless expressly stated otherwise in writing.

Delivery times may vary depending on:

  • courier performance

  • delivery location

  • remote or rural addresses

  • Northern Ireland, island, or offshore routing

  • weather disruption

  • public holidays

  • operational delays

  • strikes or courier disruption

  • failed delivery attempts

  • incorrect or incomplete address details



6. Tracking Information

Where tracking is available, tracking details will be provided after dispatch.

Tracking may be sent by email, courier notification, Shopify notification, DPD notification, or another delivery update system.

Tracking information may take time to update after the parcel has been collected or scanned by the courier.

Customers are responsible for monitoring tracking updates and responding promptly to courier delivery instructions, missed delivery notices, collection requests, or address queries.



7. Delivery Address Accuracy

Customers are responsible for providing complete and accurate delivery information at checkout.

Please check all delivery details carefully before placing an order.

Verified Vials is not responsible for loss, delay, failed delivery, return, or non-delivery caused by:

  • incorrect address details

  • incomplete address details

  • incorrect postcode

  • missing flat, unit, or building number

  • missing business name, where applicable

  • unavailable recipient

  • refusal of delivery

  • failure to collect from a depot or pickup location

  • failure to respond to courier contact

  • inaccessible delivery location

  • delivery restrictions at the destination

  • incorrect contact information

If you notice an address error after placing an order, contact us immediately at:

support@verifiedvials.com

We cannot guarantee that address changes can be made after an order has been processed, packed, dispatched, or handed to the courier.



8. Failed Delivery, Safe Place Delivery, and Non-Collection

If a courier attempts delivery and the recipient is unavailable, the courier may attempt redelivery, leave the parcel at a pickup point, return it to a depot, or return it to Verified Vials.

Customers are responsible for following courier instructions and collecting parcels promptly where required.

Where a customer selects, nominates, or authorises delivery to a safe place, pickup point, parcel shop, neighbour, concierge, reception desk, mailroom, or other location, the customer is responsible for monitoring delivery and collecting the parcel promptly.

Verified Vials is not responsible for failed delivery, delay, return, deterioration, compromised product integrity, or loss caused by:

  • recipient unavailability

  • refusal of delivery

  • failure to collect a parcel

  • failure to respond to courier notifications

  • incorrect delivery information

  • customer-authorised safe place delivery

  • customer-authorised pickup point delivery

  • delivery restrictions at the destination

  • customer failure to make suitable delivery arrangements

If a parcel is returned to us due to failed delivery, refusal, non-collection, or customer error, we may, at our discretion, offer re-dispatch once additional shipping costs are paid.

Refunds may be refused or reduced where failed delivery, return, delay, or product compromise was caused by customer error, refusal, non-collection, or failure to comply with courier requirements.



9. Delivery Completion

For consumer orders, delivery will normally be treated as completed when the parcel comes into the physical possession of the customer or a person, place, pickup point, or delivery option nominated or authorised by the customer, subject to applicable law.

For business, trade, laboratory, research, professional, referral, or commercial buyers, delivery will normally be treated as completed when the parcel is delivered to the delivery address, reception point, mailroom, nominated recipient, nominated safe place, courier pickup point, or other delivery location provided or authorised for the order.

Where tracking shows delivery to an authorised location, nominated person, safe place, pickup point, reception area, concierge, mailroom, or delivery option selected by the customer, Verified Vials may treat the parcel as delivered unless evidence shows otherwise.



10. Temperature-Sensitive and Integrity-Sensitive Products

Verified Vials products are specialised laboratory research materials whose quality, integrity, stability, or suitability may be affected by temperature exposure, moisture, contamination, handling, storage conditions, or compromised chain of custody after delivery.

Unless expressly stated otherwise, Verified Vials products are generally suitable for normal courier transit and do not require temperature-controlled courier transport during standard delivery.

However, products must be stored correctly and promptly after delivery to preserve quality, integrity, stability, and suitability for laboratory research purposes.

Customers are responsible for receiving parcels promptly and storing products correctly immediately after delivery.

Once a parcel has been delivered, Verified Vials cannot independently verify:

  • storage conditions

  • temperature exposure

  • moisture exposure

  • handling conditions

  • contamination risk

  • whether the parcel was opened

  • whether the product was altered

  • whether chain of custody was maintained

For this reason, customers should monitor tracking and make suitable arrangements to receive and store products promptly.

Verified Vials is not responsible for degradation, deterioration, reduced stability, contamination, loss of integrity, or product compromise caused by delay, failed delivery, non-collection, missed delivery, incorrect address details, customer unavailability, customer-authorised safe place delivery, or storage issues after delivery.



11. Delivery Delays

We aim to dispatch orders promptly, but delivery delays can occur.

Verified Vials is not responsible for delays caused by:

  • courier delays

  • postal delays

  • weather disruption

  • public holidays

  • strikes or labour disputes

  • operational disruption

  • delivery network disruption

  • customs checks

  • border delays

  • local delivery issues

  • failed delivery attempts

  • incorrect or incomplete address details

  • customer failure to respond to courier requests

  • events outside our reasonable control

A delay in delivery does not automatically entitle you to a refund, cancellation, or replacement unless required by applicable law.

Nothing in this section limits any rights you may have where delivery is not completed within a legally required or expressly agreed timeframe.



12. Missing Orders and Lost Parcels

If your order has not arrived within the expected delivery timeframe, contact us at:

support@verifiedvials.com

Please include your order number and delivery address.

We will review the tracking information and may open an investigation with the courier.

If a parcel is confirmed as lost in transit before delivery, we will provide an appropriate remedy where required by applicable law. This may include replacement, refund, or another appropriate resolution depending on the circumstances.

If tracking shows that a parcel has been delivered, but you claim not to have received it, we may require additional information so the courier can investigate.

The outcome will depend on available delivery evidence, which may include:

  • tracking information

  • delivery confirmation

  • GPS data, where available

  • delivery photograph, where available

  • signature, where available

  • courier investigation results

  • customer information

  • delivery address accuracy

  • whether a safe place, pickup point, neighbour, concierge, reception desk, mailroom, or other delivery option was selected or authorised

Verified Vials is not responsible for loss, delay, failed delivery, or non-receipt caused by incorrect customer information, refusal of delivery, failure to collect, failure to respond to courier contact, customer-authorised delivery options, or delivery restrictions at the destination.



13. Damaged Parcels

If your parcel arrives damaged, leaking, visibly compromised, or appears to have been mishandled in transit, contact us as soon as possible at:

support@verifiedvials.com

Please include:

  • your order number

  • clear photographs of the outer packaging

  • clear photographs of the inner packaging

  • clear photographs of the courier label

  • clear photographs of any damaged product, vial, seal, or packaging

  • a description of the issue

  • the date and time the parcel was received

  • confirmation of how the product was stored after delivery

For visible transit damage, please notify us as soon as possible and preferably within 48 hours of delivery.

Delayed reporting may limit our ability to verify the issue, investigate with the courier, or determine whether the issue occurred before or after delivery.

Do not dispose of the product, vial, label, packaging, courier label, or related materials unless we ask you to do so.

Damaged parcel claims are handled in accordance with our Refund Policy.



14. Packaging

Verified Vials takes care to package products securely for dispatch.

Packaging may vary depending on product type, order size, courier requirements, destination, weather, and operational needs.

Packaging is designed to support safe transit, product identification, and product integrity during normal courier handling.

Packaging is not a guarantee against delays, mishandling, incorrect storage after delivery, temperature exposure after delivery, moisture exposure after delivery, failed delivery, non-collection, or events outside normal courier handling.

Customers are responsible for storing products correctly after delivery.



15. Shipping Costs

Shipping costs are calculated at checkout where applicable.

Shipping costs may vary depending on:

  • destination

  • courier service

  • parcel size

  • parcel weight

  • order value

  • delivery speed

  • international requirements

  • promotional shipping offers

Free or discounted shipping may be offered from time to time.

Shipping promotions may be changed, withdrawn, or limited at our discretion.

Any shipping charges shown at checkout should be reviewed before placing an order.



16. International Shipping

Verified Vials may offer international shipping to selected destinations.

International shipping availability may vary depending on:

  • destination country

  • courier availability

  • product type

  • customs requirements

  • local import restrictions

  • carrier restrictions

  • legal or regulatory considerations

  • operational feasibility

For international orders, we may use DPD, DHL, UPS, FedEx, Royal Mail, or another suitable international courier.

International delivery times vary by destination and courier service, but typically delivery is expected to take approximately 1 to 3 working days from dispatch. Any international delivery estimate is an estimate only and is not guaranteed.

International orders may be delayed by customs checks, border inspections, import processing, local courier handling, or destination-country requirements.



17. Customs, Duties, Taxes, and Import Restrictions

Customers outside the United Kingdom are responsible for ensuring that products can be lawfully imported, possessed, handled, stored, and used in their destination country.

International customers should not place an order unless they are satisfied that the product can be lawfully imported, possessed, handled, stored, and used for laboratory research purposes in the destination country.

Verified Vials does not guarantee that any product can be imported into any specific country.

Customers are responsible for:

  • checking local laws and restrictions before ordering

  • obtaining any required permits, licences, approvals, or authorisations

  • paying any import duties, taxes, VAT, customs fees, brokerage fees, or storage charges

  • complying with customs, border, import, and destination-country requirements

Verified Vials is not responsible for:

  • customs delays

  • customs refusal

  • border inspections

  • seizure

  • destruction

  • import restrictions

  • local regulatory restrictions

  • unpaid customs charges

  • import VAT

  • duties

  • brokerage fees

  • storage fees

  • returned international parcels

  • delays caused by customs or border agencies

Refunds, replacements, or re-dispatch will not normally be provided where an order is delayed, refused, seized, destroyed, returned, or held due to customs, import restrictions, unpaid duties, unpaid taxes, customer failure to comply with local requirements, or destination-country issues.



18. Restricted Destinations

We may refuse, cancel, restrict, or delay orders to certain destinations where we reasonably believe shipping may present a legal, customs, courier, compliance, payment, safety, or operational risk.

We may also cancel or restrict orders where:

  • courier service is unavailable

  • the destination is restricted

  • customs risk is high

  • import requirements cannot be verified

  • the product cannot be shipped safely or lawfully

  • the customer fails to provide required information

  • the order may breach our research-use-only policy

  • dispatch would be unlawful, unsafe, restricted, or commercially unreasonable

Where we cancel an order before dispatch, we will normally refund the amount paid to the original payment method, unless we are legally required or permitted to take another action.



19. Order Processing and Compliance Review

Some orders may require additional review before dispatch.

This may include:

  • payment verification

  • fraud screening

  • age verification

  • research-use-only review

  • address review

  • destination review

  • customs or shipping review

  • compliance review

  • product availability checks

Orders may be delayed, cancelled, or refused where required information is incomplete, inaccurate, unverifiable, or raises compliance concerns.

Verified Vials may cancel, refuse, restrict, or delay an order where we reasonably believe that the product may be used, promoted, or represented outside its intended laboratory research purpose.

Dispatch and delivery estimates do not begin until an order has cleared any required payment, fraud, compliance, destination, or research-use review.



20. Changes to Shipping Services

We may update, change, suspend, or remove shipping services at any time.

Courier availability, delivery areas, delivery estimates, shipping prices, and shipping methods may change without notice.

If a shipping method becomes unavailable after an order is placed, we may contact you, use an alternative courier, delay dispatch, cancel the order, or offer another appropriate resolution.

Where a shipping issue means we cannot fulfil an accepted order, we will provide any refund, replacement, cancellation, or remedy required by applicable law.



21. Shipping and Refund Policy Relationship

Shipping issues, including missing parcels, damaged parcels, failed delivery, incorrect address details, international customs issues, delivery delays, and returned parcels, are also governed by our Refund Policy.

Where there is any overlap between this Shipping Policy and our Refund Policy, both policies should be read together.

Nothing in this Shipping Policy limits any rights or remedies that cannot be excluded under applicable law.



22. Verified Delivery Protection

Customers may be offered the option to add Verified Delivery Protection to eligible orders.

Verified Delivery Protection provides additional services including priority order processing, enhanced protective packaging, enhanced delivery monitoring, priority delivery support, fast-track handling of delivery issues and priority processing of approved replacements.

Verified Delivery Protection is an optional service and is not insurance. Customers who do not purchase Verified Delivery Protection continue to receive our standard delivery service and retain all applicable statutory rights.

Full details are available below, in the Verified Delivery Protection Terms section.

 


23. Contact Us

For shipping, delivery, tracking, damaged parcel, missing order, customs, or dispatch enquiries, contact:

Verified Vials
 Legal entity: RKCKMJ LTD
 Company number: NI731628
 Registered office: Unit 1, 232-240 Belmont Road, Belfast, Northern Ireland, BT4 2AW
 Email: support@verifiedvials.com



Verified Delivery Protection

Last updated: September 10, 2026

These terms apply when you choose to purchase Verified Delivery Protection with an order from Verified Vials.

Verified Delivery Protection is an optional enhanced fulfilment, delivery-monitoring and customer-service package provided by Verified Vials.

It is not an insurance policy and is not intended to replace or restrict any rights you may already have under applicable consumer law.

Your statutory rights are unaffected whether or not you purchase Verified Delivery Protection.



1. What is Verified Delivery Protection?

Verified Delivery Protection is an optional service upgrade designed to provide additional handling and support for your order.

Where Verified Delivery Protection is purchased, your order receives the additional services described below.

Verified Delivery Protection does not replace our standard delivery obligations and is not required in order for us to assist you with a missing, delayed or damaged order.



2. What is included?

Verified Delivery Protection currently includes:

Priority order processing

Your order will receive priority within our normal fulfilment process.

Priority processing does not guarantee same-day dispatch or delivery by a particular date unless this is expressly stated separately at the time of purchase.

Enhanced protective packaging

We will apply our enhanced packaging process to your order where appropriate, which may include additional cushioning, reinforcement or other protective packing measures.

The type of packaging used may vary depending on the contents, destination and shipping method.

Enhanced delivery monitoring

Once your order has been dispatched and carrier tracking is available, we may monitor tracking information for unusual delays, carrier exceptions or other apparent delivery issues.

Carrier tracking information is supplied by third-party delivery companies and may not always update in real time.

Priority delivery support

If you contact us regarding a delivery issue, Verified Delivery Protection enquiries will receive priority within our customer-service workflow.

We aim to review Verified Delivery Protection delivery enquiries promptly, but response times may vary during exceptionally busy periods, weekends and public holidays.

Fast-track delivery-issue resolution

Where a delivery issue arises, we will prioritise reviewing the available tracking information, contacting the carrier where appropriate and determining the next appropriate steps.

Priority replacement processing

Where Verified Vials determines that a replacement is appropriate under our normal delivery policies or applicable law, a replacement relating to a Verified Delivery Protection order will receive priority processing.

Verified Delivery Protection does not create an automatic entitlement to a replacement, refund or payment in circumstances where one would not otherwise be appropriate.



3. What Verified Delivery Protection does not provide

Verified Delivery Protection is an enhanced service package.

It is not:

  • an insurance policy;

  • shipping insurance;

  • a financial protection product;

  • compensation cover;

  • a promise to pay the monetary value of an order following a specified event; or

  • a replacement for any rights available to you under applicable consumer law.

Purchasing Verified Delivery Protection does not alter ownership of, or legal responsibility for, goods while they are in transit where applicable law determines that responsibility.



4. Standard delivery rights remain unchanged

You do not need to purchase Verified Delivery Protection in order to receive the delivery service associated with your order or to contact us about a delivery problem.

Customers who do not purchase Verified Delivery Protection will continue to receive our standard:

  • fulfilment service;

  • packaging;

  • carrier tracking where available;

  • customer support;

  • delivery-issue investigation process; and

  • remedies required by applicable law.

Verified Delivery Protection provides an enhanced level of handling and service rather than replacing our normal obligations.



5. Verified Delivery Protection fee

The price of Verified Delivery Protection will be clearly displayed before you add it to your order.

Verified Delivery Protection is optional.

It will only be added where you actively choose to purchase it.

The applicable price forms part of your order total and will be shown before payment is completed.



6. Delivery times

Verified Delivery Protection gives your order priority within our fulfilment and support processes.

It does not guarantee:

  • a particular carrier transit time;

  • delivery on a particular date;

  • uninterrupted carrier tracking;

  • clearance through customs within a particular timeframe; or

  • that circumstances outside Verified Vials' reasonable control will not delay delivery.

Estimated delivery times displayed on our website remain estimates unless we expressly state otherwise.

 


7. Customs and international deliveries

For international shipments, Verified Delivery Protection does not provide additional responsibility for matters outside Verified Vials' reasonable control relating to customs, border authorities or local import requirements.

This may include:

  • customs inspections;

  • customs clearance delays;

  • import duties or taxes;

  • requests for additional import documentation;

  • local import restrictions;

  • detention by border or customs authorities;

  • refusal of entry by an authority; or

  • seizure by an authority acting within its legal powers.

Customers remain responsible for ensuring that products may lawfully be imported into their destination where applicable.

Nothing in this section limits any legal rights that cannot lawfully be excluded.

 


8. Customer-provided delivery information

Verified Delivery Protection does not guarantee resolution of problems caused by information or instructions supplied by the customer, including:

  • an incorrect or incomplete delivery address;

  • an incorrect postcode;

  • incorrect contact details;

  • a customer-requested delivery redirection;

  • instructions given directly to the carrier after dispatch;

  • refusal of delivery; or

  • failure to collect a parcel from a collection point within the carrier's specified timeframe.

We will nevertheless provide reasonable assistance where possible.

 


9. Events after successful delivery

Verified Delivery Protection primarily relates to fulfilment, transit monitoring and delivery support.

It does not automatically extend Verified Vials' responsibility to events occurring after an order has been successfully delivered to and received by the customer, except where applicable law provides otherwise.

 


10. Reporting delivery problems

If you experience a delivery problem, please contact Verified Vials customer service as soon as reasonably possible and provide:

  • your order number;

  • details of the issue;

  • any relevant carrier information; and

  • photographs of packaging or products where damage is being reported.

Providing this information helps us investigate and resolve the issue more quickly.

We may request reasonable additional information where required to investigate the circumstances with the carrier.

 


11. Damaged deliveries

Where an order arrives damaged, please retain the products, external packaging, internal packaging and shipping label until we confirm whether they are required for investigation.

We may request photographs or other reasonable evidence of the condition in which the parcel arrived.

Verified Delivery Protection customers will receive priority handling of such enquiries.

Any remedy will be determined in accordance with the circumstances, our standard policies and applicable law.

 


12. Replacement orders

Where Verified Vials approves a replacement relating to a Verified Delivery Protection order, the replacement will be prioritised within our fulfilment process.

The delivery method used for a replacement may depend on the destination, products involved, carrier availability and circumstances of the original delivery issue.

Priority processing does not necessarily mean that an upgraded or express courier service will be used.

 


13. Cancellation and refunds of Verified Delivery Protection

If your entire order is cancelled before fulfilment of the Verified Delivery Protection service has begun, any Verified Delivery Protection fee paid will normally be refunded with the order.

Where Verified Delivery Protection services have already begun, any refund of the Verified Delivery Protection fee will be handled in accordance with applicable law and the circumstances of the cancellation.

If Verified Vials is unable to provide a material part of the Verified Delivery Protection service purchased, please contact us and we will review whether a refund of the Verified Delivery Protection fee is appropriate.

Nothing in this section limits any cancellation or refund rights that cannot lawfully be excluded.

 


14. Availability

Verified Vials may make Verified Delivery Protection available only:

  • for certain destinations;

  • for certain delivery methods;

  • for certain products;

  • above or below certain order values; or

  • during certain periods.

Availability will be shown at the time of purchase.

We may change the features or price of Verified Delivery Protection for future purchases.

Any material features displayed when you purchase Verified Delivery Protection will apply to that purchase.

 


15. Third-party carriers

Verified Vials uses independent delivery companies to transport orders.

Verified Delivery Protection does not mean that those carriers are providing the Verified Delivery Protection service.

Verified Delivery Protection is provided by Verified Vials and relates to the additional fulfilment, monitoring and customer-service processes described in these terms.

Carrier services remain subject to circumstances outside our direct control.

 


16. Your statutory rights

Nothing in these Verified Delivery Protection Terms is intended to exclude, restrict or alter any statutory rights or remedies that cannot legally be excluded.

In particular, purchasing Verified Delivery Protection is not a condition of Verified Vials meeting any legal obligations relating to the delivery of your goods.

Where applicable consumer law gives you greater protection than these terms, that law will apply.

 


17. Relationship with our other policies

These Verified Delivery Protection Terms should be read together with our:

  • Terms & Conditions;

  • Shipping Policy;

  • Returns and Refunds Policy; and

  • Privacy Policy.

If there is a conflict between these Verified Delivery Protection Terms and a mandatory right provided by applicable law, the applicable law will take precedence.

 


18. Contact us

If you have questions about Verified Verified Delivery Protection or need assistance with a Verified Delivery Protection order, please contact us using the customer-service details provided on the Verified Vials website.