Frequently asked questions
If your question is not answered here, contact us and we will answer it for your specific order.
Ordering
How do I place an order?
Browse the catalogue, add what you need to your cart, and request a quote. We price it, you review it, and accepting the quote turns it into an order. This is the only path to an order: prices are not shown until a quote has been priced.
What is the difference between an order and a quote?
A quote is a request: you build a cart and ask us to price it, we review and adjust it where needed, and you accept it. Accepting a quote converts it into an order. Every order starts as a quote.
Do I need an account to order?
You do not need an account to browse the catalogue or to build a cart. You do need an account to submit a quote request, and a personal account is the quickest way to get one. An account also lets you see your orders and quotes and save delivery addresses. Adding colleagues to a company account is arranged by contacting us: it is not something you can set up yourself yet.
Can I change or cancel an order?
Contact us as soon as you can and we will tell you what is still possible for that specific order. If the order has not yet been dispatched there is usually room to change it.
Delivery
Where do you deliver?
We deliver within Saudi Arabia. We do not currently ship outside the Kingdom.
How long does delivery take?
Delivery time depends on the product and whether it is held locally or ordered in for you. We confirm the expected timing on your order or quotation.
How do I track my delivery?
Contact us with your order number and we will tell you where your delivery is.
Payment
How do I pay?
Payment is by bank transfer. We send the payment details with your order or quotation, and we confirm your payment against your order once it arrives.
Do you accept credit cards?
Not at the moment. Bank transfer is the payment method we support today.
Do your prices include VAT?
Quoted amounts are not subject to VAT. No VAT is added to your quote or to your order.
Returns and policies
What is your returns position?
Our service policies, including returns, are being finalised and are not published yet. Rather than point you at something that is not in force, we would ask you to contact us about your specific order and we will confirm our position in writing.
Where can I read your policies?
You can see which policies we are preparing on our Level of Service page. Until a policy is published we do not present it as binding, and we will answer any specific question directly.
Suppliers
I manufacture or distribute lab products. How do I reach you?
Use our supplier registration form to tell us about your range, and we will come back to you.
Still need an answer? We would rather tell you directly than leave you guessing.