Buying FAQs

Hello Bio shopping basket

How to order Hello Bio products

For customers in the UK, Europe and Rest of the World

For customers in the USA, Canada and South America

For customers in China & South Korea

We have distributors in China and South Korea. You can contact them directly with any orders or enquiries: View contact details for China distributor | View contact details for South Korea distributor.

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 or US office to countries worldwide.

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:  £9

 

Dispatch: typically within 1-3 working days.

Transit time: typically 48h

USA:

 

Standard:  $33

Dispatch: typically within 1-3 working days.

Transit time: typically 48h

Europe EU

 

 Standard: €19

 

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

In our experience, storing antibodies at ambient temperatures (up to 45°C) for 1 week does not affect their activity. However, for your added reassurance, we ship our antibodies 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.

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 contact our Customer Service team who will sort it all out for you.
Perhaps you’ve made a mistake – and ordered too many, or even the wrong product? It does happen! Again – we will be happy to refund you the cost of the product(s). However, in these situations, we are unable to refund the delivery charge – we are nice, but not that nice! You do also need to make sure that your product is unopened, and has been stored correctly. Just contact our Customer Service team, and we will talk you through the process.

Read our terms and conditions here