Shipping
Shipping policy
Cut-off times, transit, cold chain, and exactly what happens if a parcel goes missing.
Where we ship
We ship to all fifty United States and to Puerto Rico. International requests are reviewed one by one and are accepted only where the destination country allows the import of laboratory reference materials — write to us before ordering so we can check.
Dispatch times
Orders confirmed and paid before 2:00pm Eastern on a business day are dispatched the same day from Miami. Orders confirmed after the cut-off, on a weekend or on a federal holiday go out on the next business day. You receive tracking by email and by WhatsApp as soon as the label is created.
Cost and transit
Standard tracked shipping within the United States is a flat rate and is free on orders over $300. Typical transit is two to four business days from Miami; the West Coast is normally at the longer end. Overnight and two-day services are available on request — ask us for a quote before you pay.
Cold chain
Lyophilised material is stable at ambient temperature for the length of a domestic transit, but we ship it cold anyway. Every parcel goes out in an insulated box with a cold pack, sealed against moisture and light. Vials that arrive at room temperature after a normal transit are not compromised — the lyophilised form is what protects them.
Discreet packaging
Parcels are shipped in plain outer packaging with no reference to the contents on the outside. The return label shows the company name as required by the carrier, and nothing else.
If tracking stops moving
Carriers sometimes stop scanning a parcel for a day or two and it still arrives. If tracking has not updated for five business days, message us and we will open a trace with the carrier that day. You do not have to chase the carrier yourself.
Lost parcels — we reship once
If a parcel is confirmed lost by the carrier, we reship the same order once at no cost to you. If a parcel is marked delivered but you did not receive it, tell us within seven days of the delivery scan and we will investigate with the carrier and reship if the claim is upheld. This is our policy, not a case-by-case favour.
Wrong address
Check the address before you confirm. If a parcel is returned to us because the address was incomplete or wrong, we will resend it once you cover the second shipping cost. If you spot a mistake before the label is created, message us and we will fix it for free.
Questions about this policy? A person in Miami answers, usually the same day.
Ask on WhatsAppLast updated: August 2026. New Way Labs LLC, Miami, Florida.
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