Our shipping policy

Your order is important to us and we will always endeavour to deliver to the best of our ability for you.

All orders are usually processed within three to five working days, excluding weekends and holidays, after receiving your order confirmation email. You will then receive notification of your anticipated project or testing completion date.

Delivery time varies depending on the type of work required, usually testing has shorter lead times than regulatory compliance projects which are heavily reliant on the regulatory authorities. Occasionally, there may also be delays due to postal service problems outside of our control which can affect the receipt of samples into our laboratories in the UK and EU. Rarely, a high work load in the laboratory or an instrument malfunction may cause an unexpected delay. Fortunately, as our labs are ISO/IEC 17025:2017 accredited, this possibility is minimised.

For example, we aim to provide the results of a CBD cannabinoid test within five working days of your sample receipt. The testing of e-liquids and vaping devices usually takes five to ten working days.

Estimated delivery lead times

The estimated delivery times are:

  • CBD cannabinoid profile testing: results within five working days from receipt of sample
  • e-liquid and device emissions testing: one to two weeks from receipt of sample
  • TPD registration with emissions testing: five to seven weeks for complete submission, from receipt of all necessary information
  • pesticides analysis: one to two weeks from receipt of sample
  • heavy metals: two to three weeks from receipt of sample
  • Poisons Centre Notifications (PCN’s) and Safety Data Sheets (SDS’s): five to ten working days from receipt of all necessary information.

 

ADACT cannot accept any responsibility for the time taken for the regulatory authorities to review and approve the submission, as this is beyond our control.

Sample requirements

All samples sent to us for testing, are done so at your cost.

We generally require 10ml of e-liquid or one device for emissions testing, the following guide may be helpful.

We require all products for testing to include a packing form which you can download. This is essential to identify your products and smooth the process. Prompt postage is appreciated – the sooner we receive your samples the sooner we can deliver your results.

We accept samples from all over the world and these can sometimes take a little longer to arrive. As such, we keep all orders open for up to 30 days to give you and your delivery service sufficient time to send us your samples for testing. After this time, if we do not hear from you, and we have scheduled into the workflow, you will not be able to receive a refund.

Your order may be, but not usually, subject to import duties and taxes, including VAT, which are incurred once a shipment reaches our lab. ADACT is not responsible for these charges if they are applied and are your responsibility.

How do I check the status of my order?

When your order has been processed, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

Refunds & returns

The services we offer shall be conducted in good faith and based on currently available scientific and regulatory data and latest thinking. In the event of a material error by us that renders the services in whole or in part scientifically unacceptable, our sole obligation shall be for ADACT, in agreement with you, to either

(a) repeat the defective part of the service at our cost, or

(b) refund to you the amounts paid for the defective part of the service. In no event will ADACT be liable to you for any indirect or consequential loss or damages, including without limitation, direct or indirect loss of profits, in connection with our default or breach of its obligations under these terms.

In the event that you are not satisfied with the service in anyway, please email us as soon as possible at [email protected] with your order number. We will address your concerns on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please email us at [email protected] or call our friendly team on +44 (0)1302 986088.