Shipping & Fulfillment Policy

1) Dispatch Speed — 

Fresh-Batch Promise

Under normal circumstances, we complete the following within 48 hours of your order:

• Batch allocation (we prioritize the newest released lot).

• Per-vial label printing (LOT/batch no., release or manufacturing date, expiry, storage guidance).

• Handoff to the carrier.

If your order is a pre-sale, under risk review, has incomplete address details, or falls on public holidays, timelines will be extended. Any extension will be clearly indicated on the product or checkout page.

2) Delivery & Temperature Control

• Lyophilized powder: ships at ambient temperature.

• Reconstituted product: not shipped. Reconstitution must be done in-clinic or immediately before use to protect stability and hygiene.

3) Service Area & Fees

• Destinations: North America / European Union (availability shown at checkout).

• Rates & taxes: Calculated dynamically by destination, weight, and carrier. Import duties, VAT, and customs/clearance fees in the destination country may be payable by the recipient.

4) Tracking & Proof of Delivery

• A tracking number is issued after dispatch.

• If tracking shows Delivered but you haven’t received the parcel, contact the carrier and our support within 48 hours so we can initiate an investigation.

5) Force Majeure

Delays due to extreme weather, public-health incidents, or border/customs policy changes are outside our service-level commitment. We’ll proactively share status updates and mitigation options if they occur.