FREQUENTLY ASKED QUESTIONS

Here are our FAQs, separated into the following sections:
• Our Catalogue Range
• Purchasing from thelabwarehouse.com
• Registering on the Website
• Ordering from thelabwarehouse.com
• Returns

 

Our Catalogue Range

 

Where can I find more information about a product?

 

  • If you require further information on a product, simply click on the product description for a detailed description. At the bottom of the page there is a link to our catalogue page, which may provide further information on the required item. Alternatively, please contact our customer services department on freephone 0808 200 5277 for assistance.

I can’t find the product I require on your website. Can you still help?

 

  • At thelabwarehouse.com we pride ourselves on the extensive range of our catalogue. However, if you cannot find the product you require, please contact our experienced customer services team on freephone 0808 200 5227 or e-mail  as we can usually supply what you want.

Do you supply chemicals?

 

  • We supply a wide range of cleaning products. If other chemicals are required please contact our customer services department who may be able to put you in touch with someone who can help. 

Purchasing from thelabwarehouse.com

 

Do your prices include VAT?

  • All prices are exclusive of VAT. VAT will be charged at the standard rate on all goods unless a valid VAT exemption certificate is supplied with the order.

 

Is there a delivery charge on my order?

  • There is a £7.95 next working day delivery charge for all UK mainland orders. Any orders that are part-shipped will only be charged once for delivery. A signature is required for all deliveries.

 

An extra charge may be applicable to deliveries outside of the mainland UK and exceptionally bulky and heavy items. Notification will be given before any charges are added.

Do you have a minimum order value?

 

  • No, however orders under £50 (excluding VAT) are subject to a £5 surcharge. This will be incorporated in the delivery charge on your order.

Do you hire out products?

 

  • Some products are available for hire for display purposes only. Please contact Nigel Cope on (020) 7729 7998 for more information. Alternatively, he can be contacted on 07721520865.

Registering on the Website

 

I’ve never ordered from you before, can I immediately order through the website?

  • Yes, if you are based in the UK and have a card to pay with. We accept Mastercard, Visa and Maestro cards. You simply need to register on the website and then you can start ordering!

 

I was registered on the old website, do I need to register again?

  • Due to the changeover process, we have been unable to retain all your details on our system. Thus for your first visit to the new website you will need to re-register all your information. Subsequently, this will be retained for any orders placed thereafter. We apologise for any inconvenience this may cause you.

 

How do I register on the website?

  • Simply click here or on the ‘Register’ link in the login box on the left-hand side of the page.
  • Fill in the registration form, ensuring all your details are accurate including the company name if applicable.
  • Click the Register button
  • This will bring you back to the home page with new tabs to update your profile and logoff.
  • Now you can place an order for items in your basket by selecting basket on the right hand side, or continue browsing.

 

What do I do if I’ve forgotten my password?

  • Click here or on the ‘Forgotten Password’ link in the login box on the left-hand side of the page. Simply enter your e-mail address and press Send Password. Your password will be e-mailed to you shortly.

 

Ordering from thelabwarehouse.com

I’ve just placed my order on the website, when can I expect to receive it?

 

  • We aim to despatch “same day” for orders received before 3pm, subject to stock availability. If your complete order is not in stock, it will be shipped when all goods become available unless you request otherwise.

Special “before certain times” deliveries are available subject to an additional charge. Please contact our customer services department on freephone 0808 200 5227 for more information.

Q.   How do I amend/cancel an order I’ve placed on the website?

  • To amend or cancel an order please contact our friendly customer services team on freephone 0808 200 5227 or e-mail customer.services@thelabwarehouse.com, and they will be happy to help.

 

I’m a private individual; can I still buy from you?

  • Yes, we can supply private individuals subject to our terms and conditions. However, following the Waste Electrical & Electronic Equipment (WEEE) Regulations 2006 we do not supply electrical items to households.

 

Can I open a credit account with you?

  • Opening a credit account with thelabwarehouse.com is possible, subject to the completion of a credit application form. Please contact our customer services department on 0808 200 5227 for more information.

 

I live outside of the UK; can I still purchase from you?

  • Yes, thelabwarehouse.com have a wealth of experience in sending goods overseas. Orders are currently not accepted through the website, so please contact our export department at customer.services@thelabwarehouse.com or +44 (0) 207 729 7998 to obtain a competitive quotation.

 

When sending through a quotation request, could you please include the following information:

  • Country of final destination
  • Terms of delivery required, e.g. CIF (destination)
  • Mode of transport, i.e. air freight, sea freight or courier
  • If applicable, consular or legalisation requirements
  • Price validity required

Alternatively, you can start the order process and prior to entering your payment details, a quotation request page will appear. Here you can input any additional information you require and the details will be sent to our export customer services team.

Returns

 

I’ve ordered a product in error, can I return it?

  • Yes, if you notify us within 3 days of receipt of your order. The goods must be in their original packaging and in a re-saleable condition. Thelabwarehouse.com will only accept unwanted products for refund if returned within 14 days of delivery, subject to our terms and conditions.

 

How do I return a product to you?

  • Before returning any item, contact our customer services team on freephone 0808 200 5227 or customer.services@thelabwarehouse.com to obtain a Returns Number. This must be done within 3 days of receipt of your order.
  • Please pack the goods adequately for transit to us.
  • Please mark the outside packaging with the obtained Returns Number.
  • If we have arranged for a courier collection of your product, we are unable to specify the collection time, and it is your responsibility to ensure that some one will be present when the courier arrives at the collection address. If thelabwarehouse.com ask you to return it to us directly, please send it to: thelabwarehouse.com, Unit 10 Cliffside Trade Park, Motherwell Way, Grays RM20 3XD.

 

Please refer to our terms and conditions for more information.