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Buying FAQs

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***Festive Opening Hours***

Our US office will be closed from Tuesday 24th December 2024 and will reopen on Thursday 2nd January 2025. You can place orders up until 3pm EST on Friday 20th December for dispatch before Christmas (in-stock items only), although please ensure that someone is available to receive your order.

General Buying FAQs

How to order Hello Bio products

For customers in the USA, Canada and South America

Customers in the USA, Canada and South Amercia will be invoiced from our US office, in Princeton New Jersey: Hello Bio Inc, 304 Wall St, Princeton, NJ, 08540

For customers in the EU

  • Place your order with our EU office: Hello Bio Limited, Unit 8D, Dunshaughlin Business Park, Dunshaughlin, County Meath, Republic of Ireland | Company No. 642982
  • Online: hellobio.com
  • By email: customercare@hellobio.com
  • By fax: +44 (0)117 9811601
  • By telephone: +44(0)117 318 0505
  • Our orderline is open 8.30 am – 5.00 pm GMT weekdays

Please ensure the EU office details are correct on your purchase order and purchasing systems. Customers in the EU will be invoiced from our EU office, near Dublin, in the Republic of Ireland:Hello Bio Limited, Unit 8D, Dunshaughlin Business Park, Dunshaughlin, County Meath, Republic of Ireland | Company No. 642982

For customers in the UK and Rest of the World

Customers in the UK and Rest of the World will be invoiced from our UK office, in Bristol, UK: Hello Bio Limited, Unit 3, IO Centre, Cabot Park, Avonmouth, Bristol, BS11 0QL | UK Company Registration No. 08891750

For customers wishing to use local distributors

Hello Bio products are available to order direct from Hello Bio, as we currently ship direct from our UK Headquarters, our EU office or our US office to all countries worldwide. However, we do have a number of local distributors for customers who prefer to order in this way. View our distributors

Product use

Hello Bio products are strictly for laboratory research and development use only. They are not supplied for pharmaceutical, veterinary, agricultural, household, food, cosmetic or any other use. They are strictly for use by scientifically qualified personnel, who are trained in laboratory procedures, and familiar with the potential hazards of the products. Whilst it is your obligation to abide by these terms of use when placing an order, we also carry out stringent security checks on first time accounts. For more details – please read the legal small print.

First time customers

If you are placing your first order with Hello Bio our customer service team will need to verify your account – very occasionally, this may mean a small delay in your order – but don’t worry – our customer care team will keep you informed every step of the way.

Does Hello Bio have any distributors?

Hello Bio currently ships direct from our UK Headquarters, EU or US office to all countries worldwide. However, we do have a number of local distributors for customers who prefer to order in this way. View our distributors

worldwide delivery

Delivery and charges

We deliver our products to customers all around the world. Products are typically dispatched within 1-3 days working days of placing an order. Our customer care team will let you know if there are any anticipated delays. 

  • The majority of our products are shipped via Fedex, although we use other couriers for certain regions and product types.
  • Our customer care team will send you confirmation of delivery methods and order tracking details when they receive your order.
  • Certain products require shipping on ice, and hazardous products require special shipping and packaging – so delivery charges for these products will vary. Please contact us for details.

    A summary of our delivery charges are below:

Territory 

Charges

Estimated delivery

UK

Standard:  £10

 

Dispatch: typically within 1-3 working days.

Transit time: typically 48h

USA:

 

Standard:  $35

Dispatch: typically within 1-3 working days.

Transit time: typically 48h

Europe EU

 

 Standard: €21

 

Dispatch: typically within 1-3 working days.

Transit time: typically 24h

 

Asia, Middle East, Rest of the World:

 Standard; £39

 

Dispatch: typically within 1-3 working days.

Transit time: typically 2-3 days

 

 

Does the transit time affect the product?

The quick answer is no - not usually - but here is a little more information to reassure you... 

Antibody products

Antibodies are relatively stable proteins and we have found that storing antibodies at ambient temperatures for 1 week does not affect their activity.

  • Antibodies shipped at room temperature: When possible, we ship our antibodies as a lyophilizate at room temperature to reduce the environmental impact of delivery. Please rest assured that your antibody has passed stability testing and that the antibody performance is still optimal. Upon receipt, please ensure the antibody is stored as indicated on the product datasheet.
  • Antibodies shipped with ice packs: Some antibodies are not suitable for lyophilisation and we ship these with ice packs - this just helps to provide some additional temperature stability in transit. It is normal for the ice pack to be thawed when you receive it but please don’t worry - your product is safe to use. Just make sure that once you have received your antibody, you follow the long-term storage instructions on the product datasheet.

Small molecule biochemicals

The majority of our small molecule biochemicals are known to be stable for the duration of shipping and normal handling. As such, they can be shipped at ambient temperature, even if the vial label reads 'store at +4oC or -20oC'. But again – when your receive your biochemical, please make sure you follow the long-term storage instructions on the label or product datasheet.

Temperature-sensitive products

Some Hello Bio products are known to be temperature sensitive so we ship these on dry ice to maintain their quality during transit. These products are shipped separately from other products on an order and additional shipping/packing charges will apply.

Payment

An invoice will be sent electronically to your billing email address. Full payment details will be on the invoice, but the important ones are below:
You can pay by automatic bank transfer, cheque or credit card.
You are liable for all taxes and bank charges
Our payment terms are 30 days NET

Do you need to pay VAT?

Our prices are exclusive of VAT and VAT only applies to customers in the European Union (EU).

For UK Customers, you must pay VAT unless your organization is VAT exempt. In this case a copy of your VAT exemption certificate must be provided with your order. Please check with your purchasing department for more information and fax the certificate to us on +44 (0)0117 9811601

For EU Customers outside the UK you must pay VAT unless your organization is registered and you provide us with the VAT number at the time the order is placed.

How to track orders

Once you have registered for a full online account, and have placed an order, you will receive an email with details of how to track your order. Alternatively, you can view your order progress from the My Orders section of your account.

Country restrictions

Due to local laws, some products are restricted for sale in certain territories, or certain documentation is required for you to purchase the product.. Our Customer Care Team will always contact you, if there are any problems with your order and to guide you through the process.

Ordering Toxins

A number of Hello Bio products are listed as Home Office notifiable schedule 5 toxins and are classified as controlled products. These are indicated on the relevant product pages. There are additional steps you will need to take to order these products, as detailed below. Our Customer Care Team will guide you through the process and let you know of any additional information that we require.

  • For customers in the USA, EU or UK: when ordering these products for the first time, you are required to complete a short End User Statement. Our Customer Care Team will reach out with short instructions and provide a copy of the statement to fill in after we receive your order.
     
  • For customers in the ROW: to legally ship these products to you, we must apply for an export license from the UK Government. Our Customer Care Team will reach out with instructions and provide a copy of the End User Undertaking (EUU) to fill in after we receive your order. Once we receive and check the signed EUU, we will initialize the application process which can take around 4 weeks. Our Team will keep you updated on the application progress and expected shipment date. 

 

Returns

If you are not completely happy with the quality of your product, we will offer a replacement or full refund, including delivery charges. The process is straight forward and hassle free – simply visit our Returns & Refunds page to find out more.

Read our terms and conditions here