This Shipping & Delivery Policy explains how Elite Bio Science processes, dispatches and delivers orders placed through elitebioscience.co.uk.

By placing an order with us, you agree to the delivery terms set out below. Please read this policy carefully before completing your purchase.

1. Shipping Provider

We use tracked delivery services to help provide visibility and confirmation throughout the delivery process. Tracking updates are provided by Royal Mail and may not always update immediately.

2. Dispatch Times

We aim to process and dispatch orders as quickly as possible. Dispatch times may vary depending on order volume, product availability, payment verification, public holidays, weekends, courier collection times and other operational factors.

Orders are usually processed on working days only. Working days are Monday to Friday, excluding bank holidays and public holidays.

Orders placed late in the day, during weekends, or on public holidays may be processed on the next working day.

3. Delivery Estimates

Delivery times shown on our website, at checkout, or in order communications are estimates only. They are not guaranteed delivery dates.

Royal Mail delivery times can be affected by factors outside our control, including delays within the postal network, strikes, weather conditions, seasonal demand, incorrect addresses, failed delivery attempts, local delivery issues and events outside our reasonable control.

4. Tracking Information

Where tracking is available, tracking details will usually be sent to the email address provided at checkout once your order has been dispatched.

Tracking information may take time to update after the parcel has entered the Royal Mail network. If tracking does not update immediately, this does not always mean the parcel has not been sent.

Customers are responsible for monitoring tracking updates and arranging collection or redelivery if Royal Mail leaves a delivery notice or requires further action.

5. Customer Delivery Details

Customers are responsible for providing a complete, accurate and deliverable shipping address at checkout. Please check your delivery details carefully before placing your order.

We are not responsible for orders that are delayed, lost, returned, delivered incorrectly, or unable to be delivered due to incorrect, incomplete or outdated address details supplied by the customer.

This includes, but is not limited to:

• Wrong postcode
• Incorrect house number or flat number
• Missing building name
• Incorrect street name
• Wrong town, city or region
• Incorrect recipient name
• Failure to update address before ordering

6. Address Changes

If you notice an error in your delivery address, contact us immediately at info@elitebioscience.co.uk.

We will try to help where possible, but we cannot guarantee that address changes can be made once an order has been processed, packed, dispatched or passed to Royal Mail.

7. Failed Delivery Attempts

If Royal Mail is unable to deliver your parcel, they may leave a delivery notice, attempt redelivery, hold the parcel for collection, or return it to sender.

It is the customer’s responsibility to follow Royal Mail’s instructions, arrange redelivery, or collect the parcel within the time allowed by Royal Mail.

If a parcel is returned to us because it was not collected, refused, or delivery could not be completed, any resend or refund will be handled at our discretion.

8. Refused or Returned Parcels

If an order is refused, not collected, returned to sender, or returned because of incorrect customer details, we may deduct original shipping costs, return shipping costs, handling costs and any related courier charges from any refund where applicable.

If you would like the order resent, you may be required to pay an additional delivery charge.

9. Lost Parcels

If you believe your parcel has been lost, please contact us at info@elitebioscience.co.uk with your full name, order number and tracking details.

We may need to allow Royal Mail a reasonable amount of time to investigate before confirming whether a parcel is lost. Royal Mail may require time to complete checks within their network.

We reserve the right to wait for Royal Mail’s investigation outcome before offering a replacement, refund, store credit or other resolution.

10. Delivered but Not Received

If Royal Mail tracking shows that a parcel has been delivered, but you have not received it, you should first check with other members of your household, neighbours, your building reception, safe places, mail rooms or any location where Royal Mail may have left the parcel.

Please contact us as soon as possible if you still cannot locate the parcel. We may ask you to contact Royal Mail directly or provide further information so the matter can be investigated.

Where tracking confirms delivery to the address provided at checkout, we may not be responsible for loss, theft or misplacement after delivery.

11. Damaged Parcels

If your parcel arrives damaged, please contact us within 48 hours of delivery. You should keep the item, packaging, delivery label and all contents until we have reviewed the issue.

Please provide:

• Your full name
• Your order number
• Photographs of the outer packaging
• Photographs of the inner packaging
• Photographs of the item and delivery label
• A clear description of the damage

This helps us assess the issue and, where appropriate, raise a claim or investigation with Royal Mail.

12. Shipping Costs

Shipping costs are shown at checkout before you complete your order. Delivery charges may vary depending on the shipping method, order value, destination and any promotions available at the time.

Shipping charges are generally non-refundable unless required by law or unless the issue is caused by an error on our part.

13. Delivery Restrictions

We reserve the right to refuse or cancel orders where delivery is not available, the address appears unsuitable, the order is flagged as suspicious, or fulfilment would be impractical, unsafe or commercially unreasonable.

We may also restrict delivery to certain locations at our discretion.

14. Events Outside Our Control

We are not responsible for delivery delays or failures caused by events outside our reasonable control. This may include Royal Mail disruption, strikes, extreme weather, transport issues, customs delays, public holidays, technical issues, security incidents, supply delays, illness, government action, or other unforeseen events.

15. Contact About Delivery

If you need help with your delivery, please contact us using your order details. This allows us to locate your order and respond more efficiently.

Please include:

• Your full name
• Your order number
• Your delivery postcode
• Your tracking number, if available
• A clear description of the issue