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Account > FAQ

Frequently Asked Questions

We have designed the list of questions below to answer commonly asked questions from both new customers ordering for the first time, or returning customers who have worked with us for many years.


Frequently Asked Questions

This page shows a list of common questions asked by customers.

Do you supply your products to private individuals?

No, we do not supply our products to private individuals, nor do we deliver to domestic addresses.

Why am I unable to pay immediately when placing an order on your website?

Due to the nature of some of the chemical products that we supply, we do not take immediate payment via card when you place an order. Your order will be checked by our team before we send payment instructions.

Do you accept payment via credit/debit card?

Yes, we accept card payment from most major card providers including Visa, Mastercard and American Express. Card payments are subject to a 5% surcharge on the order total.

Where can I find certificates of analysis for products that I have purchased from Glentham?

You can download electronic versions of our certificates of analysis by providing the batch number on the respective product page of our website. Alternatively, if you have an electronic version of our delivery note, you can simply click the link embedded in the batch number, which will take you straight to the document.

What do I do if I have a problem with a product?

If there are any problems relating to the ordering or delivery of a product please contact us as soon as possible. If a product arrives damaged or if the product does not meet your expectations on quality then please contact us within 10 working days of receiving the product.

How do I set up an account?

You only need an email address to set up an online account with Glentham Life Sciences. Click the 👤 icon on the menu bar above and follow the instructions on screen

What are the benefits of setting up an account?

With an account you can view more detail on our products, request and download Material Safety Data Sheets, send us enquiries, place orders online and track orders that are in progress.

How long will it take for you to confirm my order?

We aim to send a formal order confirmation within 24 hours of receiving your order. Orders placed through our website will typically be confirmed more quickly than purchase orders, as this process is semi-automated.

How long are your delivery lead times?

Estimated delivery dates are provided on our formal order confirmations.

Items that are in stock in the UK will be received by customers in the UK, next working day in the majority of cases. Customers in mainland Europe and the United States can expect delivery from UK stock within 2-3 working days.

Where items are not in stock in the UK they may be sent from another European warehouse, in which case you might expect delivery in 3-5 working days. Bulk consignments, goods sent via sea freight or items indicated as Dangerous Goods may take longer than this, however we will confirm on the order confirmation.

Which countries do you deliver to?

We ship our products to most countries worldwide.

What documentation is included with each product shipment?

We include a printed Specification/Certificate of Analysis, SDS and packing note with each shipment. If a consignment includes Dangerous Goods we will also provide a Dangerous Goods Note.

Do you do apply discounts for bulk orders?

Yes, we do offer discounts to regular and long standing customers, please contact us with your enquiry and we will send you a customised quote.

Do you supply GMP and/or DMF documentation with your products?

No, we do not currently supply GMP certified products, nor are we able to provide any documentation relating to DMFs.

How much do you charge for shipping?

Within the UK:

Delivery charges start at £10.00 for items delivered in the UK. Orders over £250.00 are typically free delivery. Dangerous Goods may be subject to a surcharge, which we will confirm before shipment.

To Europe:

Delivery charges to most European countries start at 25,00 €. Dangerous Goods may be subject to a surcharge.


Delivery charges to the United States start at $40.00. Dangerous Goods may be subject to a surcharge.


Glentham charges from $60.00 for delivery to mainland anywhere else. Shipping costs to some regions, or for bulkier items over 5kg, will be agreed with the customer before shipment.

How do you define your storage temperatures for your products?

Broadly, we have three different storage variations on our product labels: +20°C, +4°C and -20°C. Each defines the long term (i.e., weeks or greater) storage requirement for the product to keep it in optimal condition. Some variation from the stated figures are allowed. The definition for each range is:

+20°C: Ambient. Acceptable temperature range: 10 - 25 °C

+4°C: Refrigerated. Acceptable temperature range: 2 - 6 °C

-20°C: Frozen. Acceptable temperature range: -20 - -14 °C

Some excursions outside of these ranges will be acceptable. Please contact us if you require further assistance.

Got a question for us?

Please fill in the enquiry form to contact our customer service, for technical support, or for any requests. We will get back to you as soon as possible.