FAQs
Here you can find our Frequently Asked Questions, where we might be able to answer any common questions you have without the need to contact us.
General
At 2BScientific Limited, we have a number of different teams that can help you with your issues. In order to get the quickest response, please read below to find out which email address you are looking for:
- Info@2BScientific.com - This email address is used for general issues.
- PL@2BScientific.com - This is used for account-related issues.
- Sales@2BScientific.com - This is for anything sales-related, such as finalising orders and quotes.
- Technical@2BScientific.com - Contact this email if you are looking for technical support to help you complete your order.
- CustomerSupport@2BScientific.com - If there are any logistics-related issues with your order, use this email.
Orders
We have a few different ways that you can complete an order with 2BScientific:
- Add the items you need to your basket, and proceed to checkout.
This method can be completed with a Credit/Debit card, PayPal, or by generating a quote for our sales team. - Get in touch with our sales team at sales@2bscientific.com, let them know the product codes you are interested in and they will reply with a quote.
- Call us at +44 (0)1869 238033 to request a quote over the phone.
- Purchase with us using customer's own procurement portal.
- For institutions ordering with us for the first time - please contact sales@2bscientific.com for a quote and upon receiving the customer's purchase order, a proforma will be issued via BACS.
*IMPORTANT* - Generating a quote is NOT the same as completing an order. Once you have generated a quote, our team will get back to you to finalise the order and payment methods.
- 100% Quality Guarantee – if the product does not perform as stated we will enact a full refund or offer an alternative, where possible, dependent upon your requirements
- A realistic delivery expectation – usually for off-the-shelf products that are in stock you can expect:
- UK & Europe approx. 3 – 5 working days - orders over £100.00 are FREE Delivery!
- North America approx. 5 working days
- Far East / Australia approx. 7 – 10 working days
- If the product is on back-order or a batch in production, we will let you know
- All custom orders will be quoted with a delivery expectation
- All our shipments are fully insured – so should anything go awry then we will automatically provide a fresh product for you.
As always, please feel free to drop us an email if you have any questions.
If you are looking to change or cancel your order, you can email us at info@2BScientific.com and we will look into how far the order has been processed.
If the order is still in its early stages and can be stopped, we can cancel the order (and issue a refund if needed).
If the order has already been shipped, then this may be more difficult to cancel.
The earlier we are notified, the higher the chances of having your order changed successfully.
If your order is wrong or has arrived damaged, make sure to inform customersupport@2BScientific.com as soon as you can.
Please also attach a photo of your incorrect/damaged package to the email if possible, which will assist us in confirming the faulty delivery. We can then look into issuing you a refund or arranging another order.
If you are looking to order a custom product, check the 'custom services' page that can be found on the top of our website.
If you can find the product type of the custom product you are looking for, please fill out the necessary form and our team will get back to you as soon as they can.
If the product type you are looking for is not available, please contact us at info@2BScientific.com as we may still be able to assist you.
We are always more than happy to help with your technical issues.
Please email technical@2BScientific.com for any queries in this area, and we will get back to you as soon as possible.
Delivery Questions
Yes, we are able to deliver products internationally to any commercial address.
However, the price for delivery will change depending on the delivery location (see next question).
The cost of delivery wil change depending on the two factors - the location and the shipping conditions.
UK
If we are delivering to the UK, all orders over £100 receive FREE Standard Shipping!
If under this threshold, standard delivery will cost £25.
If the order requires Dry Ice Shipping, the delivery will cost £50.
We also offer a £200 specialist UK next-day courier service using Biocair, a delivery option recommended for higher value orders - please contact us directly for more details on this.
EU
Standard delivery for the EU will cost £50.
If the order requires Dry Ice Shipping, the delivery will cost £85.
Rest of the world (inc. Norway)
Standard delivery for the rest of the world will cost £125.
If the order requires Dry Ice Shipping, the delivery will cost £175.
For products originating from ACROBiosystems, order under £5,000 are subject to a delivery charge of £250 and orders over £5,000 are subject to a delivery charge of £400
Under normal conditions, our deliveries take an average of 7 days to deliver.
Our team can happily advise you on expected delivery dates upon request once the order has been processed.
After your order has been received and processed, the email address provided by you will receive updates directly from our couriers up until delivery. Please ensure (if possible) that no general or unmonitored email addresses are given, as this may result in delivery updates going unnoticed.
We are now using what-3-words to help our couriers deliver our products efficiently to our customers. If you know the 3 words used for your delivery premises, be sure to include it on your purchase order!
If you still have any questions that have not been answered here, don't hesitate to contact us by:
Email - info@2bscientific.com
Phone - +44 (0)1869 238033
To see our full Terms & Conditions, click here.
Website Queries
At the top of the page, next to the basket, there should be an option to log into your 2BScientific account.
If you are using a smartphone or tablet, this option can be found on the website's side menu.
There is an option on the login page for if you have forgotten your password. Following this will allow you to receive a recovery email, sent to the email address used for your 2B login.
Following the steps on the email should allow you to change your password and log back in to your account.
Cookies are very small text files that are automatically downloaded to your computer when browsing through websites. While you browse through the 2BScientific website, cookies are used to to makes viewing web pages easier for you. They are harmless files, and they cannot run or access anything on your computer.
Any personal data that 2BScientific collects from users, such as email or telephone number, is kept confidential in a safe database, and is not shared or sold to third parties.
If you would prefer to have your details removed from our databases, please email info@2BScientific.com
If you still have any questions that have not been answered here, don't hesitate to contact us by:
Email - info@2bscientific.com
Phone - +44 (0)1869 238033
To see our full Terms & Conditions, click here.
