Shipping Policy

Our usual delivery time for regular products that are not custom-made, made-to-order, or on backorder is approximately one to two weeks. This is an indicative lead time rather than a guaranteed delivery date.

Actual delivery may be affected by manufacturer stock, production schedules, product quality-control release, carrier availability, destination, public holidays, customs procedures, import permits, and transport conditions.

The following ranges are general estimates. The lead time applicable to your order may differ according to the manufacturer, product specifications, required testing, quantity, destination, and current production capacity.

Delivery transit time begins after the product is available for dispatch and is additional to any production or preparation period.

Standard shipping fees are generally calculated at a flat rate for the destination country and are stated in the quotation provided to the customer. Shipping is not included in website product prices unless expressly stated.

Additional charges may apply for:

• Unusually large, heavy, or multi-package shipments.
• Dry ice, refrigerated, frozen, or controlled-temperature transport.
• Hazardous, regulated, controlled, or restricted goods.
• Special packaging, documentation, permits, or carrier services.
• Remote destinations or locations with limited carrier coverage.

Any known additional transport or handling charges will be communicated in the quotation or submitted to the customer for approval before being added to an existing order.

Certain biological and laboratory products must be shipped refrigerated, frozen, or on dry ice. These shipping methods require specialized packaging and create additional carrier and handling costs, which will be stated in the quotation.

Dry-ice delivery may not be available to every destination because of carrier restrictions, maximum transit times, dangerous-goods rules, customs delays, or local regulations. Gentaur may propose an alternative transport method or may be unable to supply the product to a particular destination.

Products damaged because they were not collected promptly or were stored or handled incorrectly after successful delivery are not eligible for a refund, return, or replacement.

Customers receiving shipments outside the European Union, the United Kingdom, or the United States are generally responsible for customs clearance and for any import duties, taxes, brokerage fees, permits, registrations, or other destination-country charges unless the quotation expressly states otherwise.

Gentaur normally provides standard shipment documentation, which may include:

• Commercial Invoice.
• Packing List.
• Air Waybill or other carrier transport document.
• Available product or manufacturer documentation.

The customer must inform Gentaur before shipment if local authorities require additional documentation, permits, declarations, certificates, translations, or legalized documents. Additional documents may require extra time and fees.

Customers must provide a complete and accurate delivery address, contact name, telephone number, email address, and any access or receiving instructions required by the carrier. The delivery location must be suitable for receiving the ordered products during normal carrier delivery hours.

Customers ordering temperature-sensitive goods should ensure that qualified personnel are available to receive and store the package without delay. Gentaur is not responsible for additional costs or product damage caused by inaccurate delivery details, refusal of a valid delivery, an unattended delivery address, or delayed collection after a delivery attempt.

Please notify us before ordering if the destination is a residential address, remote site, restricted-access facility, hospital department, university receiving center, customs warehouse, freight forwarder, or another location with special delivery requirements.

Inspect each shipment immediately after receipt. Check the external packaging and products for visible damage, leakage, breakage, missing items, thawing, loss of dry ice, incorrect temperature conditions, or other transport problems.

When reporting a delivery problem, provide:

• Your order, quotation, invoice, or delivery-note number.
• The catalogue number, product name, quantity, and lot number where available.
• A clear description of the issue and when it was discovered.
• Photographs of the package, shipping label, packaging material, and affected products.
• Any available temperature indicator or carrier information.

Report transport problems as soon as possible to allow us to contact the carrier and evaluate whether the product remains usable or whether another remedy is appropriate. Keep the original packaging and affected products until our team provides further instructions.

Delivery estimates may change because of manufacturer delays, failed quality-control release, raw-material shortages, backorders, carrier disruption, severe weather, strikes, customs inspections, import restrictions, regulatory changes, public-health measures, or other circumstances outside Gentaur's reasonable control.

When we become aware of a significant delay, we will make a reasonable effort to inform the customer and provide an updated estimate or available alternatives. We will not substitute a product, apply an additional charge, or change an accepted order without the customer's consent where such consent is required.

Where an order contains products with different availability dates, Gentaur may discuss consolidated or partial shipment options with the customer. Additional shipping fees will not be applied without prior communication and approval.

For product availability, delivery estimates, special transport requirements, customs documentation, or a problem with a received shipment, contact Gentaur at [email protected] .

Include the relevant catalogue number and your quotation, order, invoice, or shipment reference whenever available so that our team can assist you efficiently.