Frequently Asked Questions

LAB CHEMS EU is a Netherlands-based research supply platform focused on providing a professional catalogue and customer service experience for eligible scientific and institutional research customers.

Our operations are supported by fulfilment locations in the Netherlands and Czech Republic.

Our business is based in the Netherlands. We also operate fulfilment arrangements in the Czech Republic to support our European operations.

Our stated service area covers the 27 member states of the European Union, subject to the applicable regulatory requirements for each product and destination.

Our stated shipping coverage is limited to eligible destinations within the European Union. We do not advertise worldwide shipping.

Our official website is https://labchems.eu/. For customer support, use the official email address listed on this website: Service@labchems.eu.

Our fulfilment operations are based in the Netherlands and Czech Republic. The applicable dispatch location depends on fulfilment arrangements and destination requirements.

Same-day dispatch is our stated fulfilment objective for eligible orders, subject to operational cut-off times, payment verification, product availability and applicable compliance checks.

Our stated delivery target is within two days. Actual delivery times depend on the destination, carrier service, dispatch location and any applicable transport or customs requirements.

Our stated shipping policy is free shipping for eligible orders within our service area. Any applicable exceptions or restrictions should be displayed before an order is submitted.

Eligible orders are subject to our free shipping policy. The checkout page should display the applicable shipping charge, if any, before the customer confirms the order.

Delivery schedules can occasionally be affected by carrier disruptions, public holidays, adverse weather, operational interruptions or destination-specific transport restrictions.

If an order experiences an unexpected delay, customers can contact our support team for assistance.

Order and dispatch communications should be provided through the email address associated with the order. Where tracking is available, the relevant tracking information should be supplied.

Our stated shipping area includes all 27 European Union member states:

These countries are not members of the European Union. Our stated shipping coverage is EU-only, so orders to these destinations are not included in our standard service area.

Yes. EU membership does not automatically mean that every product can be supplied to every destination. Product classification, national restrictions, authorisations and transport rules may affect availability.

We assess applicable restrictions before accepting or fulfilling an order.

Our stated payment methods are:

All payment arrangements are handled manually after an order has been placed.

No. Our payment process is manual. Customers submit their order first and subsequently follow the instructions provided for their selected payment method.

After placing an order, customers can contact our support team through the official website livechat or by emailing Service@labchems.eu.

Our team can then explain the applicable payment procedure and provide the relevant instructions through an appropriate channel.

We use a manual payment workflow. Payment instructions are communicated after order placement to help customers receive the relevant information for their selected payment method.

A payment is considered confirmed once it has been received and verified through the relevant payment channel. A submitted transfer receipt alone does not necessarily establish that funds have been received.

Contact our support team and include your order reference and a description of the issue. Do not send passwords, private wallet keys, authentication codes or other confidential account credentials.

Eligible customers can browse the website, review the available product information and follow the checkout process for products that may lawfully be supplied to their institution or destination.

Review your order details carefully before submitting your order.

An order confirmation should be sent to the email address entered during checkout. Please check your inbox and spam folder if the message is not immediately visible.

Any requested modification is subject to the order's processing status and applicable product and supply requirements. Contact support promptly if you identify an error.

Cancellation requests are assessed under our applicable terms and cancellation policy. Contact customer support as soon as possible if you need assistance.

Contact our team immediately with your order reference and the correct delivery information. Address amendments may not be possible after dispatch.

Our stated shipping policy includes discreet outer packaging. Packaging and labelling must nevertheless comply with all applicable dangerous-goods, chemical safety and transport requirements.

Yes. Free discreet shipping is our stated shipping policy for eligible orders within our service area.

Customer information is handled in accordance with our Privacy Policy and applicable data protection legislation, including the General Data Protection Regulation (GDPR).

Research-use-only products are intended solely for lawful scientific or laboratory research applications where permitted by applicable law.

They are not intended for human or veterinary consumption, diagnosis, treatment or prevention of disease.

No. Products designated for research use only are not intended for human or veterinary consumption. They must not be marketed or represented as medicines, supplements or consumer-use products.

Customers may contact our support team to enquire about available product specifications, safety documentation and other applicable technical information.

Storage requirements vary according to the chemical substance and its classification. Always consult the applicable product documentation and Safety Data Sheet.

No. Availability and eligibility depend on the product, intended lawful research use, applicable customer qualifications and destination-specific legislation.

Our customer support team can be contacted through the following official channels:

• Email: Service@labchems.eu
• Livechat: Available through the website.

Yes. Please include your order reference when contacting support so that your enquiry can be directed appropriately.

To help us understand your enquiry, include:

• Your order reference, where applicable.
• The email address associated with your order.
• A clear description of your enquiry.
• Relevant non-sensitive supporting information.

Never include account passwords or private financial credentials.

First, check your spam or junk folder. If you still cannot find a response, you can contact us through the website livechat for further assistance.

Our Terms and Conditions should be accessible through the website's policy section. Customers should review them before placing an order.

Our Privacy Policy explains how personal information is collected, used, stored and protected. It should be accessible through the website's policy pages.

Refunds, returns and cancellations are handled according to the published Refund and Returns Policy and applicable mandatory consumer protection legislation.

Certain product categories may be subject to specific legal restrictions and exceptions.

Products and supply arrangements must comply with applicable European and national legislation. Depending on the substance, this can include REACH, CLP, chemical safety, transport, labelling and marketing requirements.

Product availability is subject to the relevant regulatory assessment.

Please contact our team at Service@labchems.eu and provide a clear description of the issue. Relevant supporting documentation may be included where appropriate.