Search our frequently asked questions

How to Order

We offer several options depending on your needs:

  • Secure online ordering at www.stratech.co.uk
  • Via email orders@stratech.co.uk
  • Purchase orders can be created online by adding to basket and selecting PO at the checkout
  • Our UK sales team can assist you directly via email or telephone.

Change or cancel your order

Once your order has entered our system we are unable to issue a refund, however, if you contact us immediately we will endeavour to alter your order.

Missing, incomplete or damaged orders

To ensure that you receive your order as soon as possible we ship every product out the same day it arrives with us. If you have more than one product on your order they may arrive separately. If delivery charges apply, you will only be charged once. If still have concerns, our UK based customer support team will be happy to check the status of your order for you.

Back orders

Backorders may happen for a number of reasons. We will pass on any relevant information regarding your products to keep you informed of progress.

If a product is out of stock with a supplier it can mean that the estimated delivery time is increased while the product is being manufactured. The majority of our manufacturers avoid low inventory levels, however in certain circumstances this cannot be avoided.

Ordering multiple items

If you have more than one product on your order they may arrive separately. To ensure that you receive your order as quickly as possible we ship every product out the same day it arrives with us. If delivery charges apply, you will only be charged once.

Custom Products

Custom products are specifically designed for the customer and are therefore likely to take longer than a standard product. Specialised materials is often sourced by the manufacturer which can also affect the delivery times.

Custom orders cannot be cancelled after production has begun. Once you have been informed of the delivery time of a custom product it will then enter production, and is being made specifically for each individual customer. Some manufacturers allow a cancellation period of 1 day after receiving your order. However this is down to the manufacturer’s discretion.

Your Stratech account

You can login to your Stratech account here www.stratech.co.uk/login/

Your password can be reset at login if necessary.

Please contact customer services on 01638 782 600 with any queries.

Technical Support

Stratech is proud of its first class technical support team. Our UK based team is available 9 am -5 pm Monday-Friday; our minimum qualification is PhD.

To contact technical support: call 01638 782 600 or email technical@stratech.co.uk. All technical emails will be responded to within 24 hours of your initial enquiry.

Delivery costs

Standard UK delivery

Room Temperature: £15.00

Wet Ice: £20.00

Dry Ice: £30.00

Stratech offer a free delivery service for all UK non-profit organisations and universities.

International Delivery

Delivery costs vary depending on your location and the size of the order. Please contact our customer service team on +44 (0) 1638 782 600 for an accurate quote.

Standard Delivery times

Our standard delivery times are 7-10 days depending on the product and its complexity of shipping. On the few occasions where it will take longer than 10 days to manufacture and deliver your product. We will provide regular progress updates.

Track your order

If you have provided us with a contact email address you will be notified when your product has left us and is on its way – it should be with you the following day.

Your products are shipped to you via DHL on the same day we receive them. Tracking your order is available as soon as it has left us via DHL’s website http://www.dhl.co.uk/en/express/tracking.html. All orders require a signature on delivery, providing confidence for us and you that your order will arrive safely and securely.

Help with my delivery

At Stratech, we pride ourselves on being an efficient, family run business. Although every order goes through a thorough five-check process, occasionally a mistake can be made. If you have any concerns that your order is incorrect, please contact our customer services team who will look into your query immediately.

Restrictions

Our products are for research use only and not to be used for human consumption. In order to protect our customers we are only able to deliver to a business or academic address.

Our partnership with DHL enables us to ship throughout the whole of the UK.

Product Guarantee

Our money back satisfaction guarantee is offered on every Stratech product. If you are not 100% happy, please get in touch and we will arrange a refund or replacement. This guarantee is valid for 6 months from receipt of goods, or the stated shelf life of the product. For more information click here. 

Cookies

The Stratech Web site uses cookies to help us personalize your online experience. A cookie is a text file that is placed on your hard disk by a Web page server. Cookies cannot be used to run programs or deliver viruses to your computer. Cookies are uniquely assigned to you, and can only be read by a web server in the domain that issued the cookie to you.

Privacy Policy

Stratech collects personally identifiable information, such as your e-mail address, name, work address or telephone number. All data collected is held on a secure database. If you would like your details removed from our database please email info@stratech.co.uk and we will happily assist.

ISO

We are proud to have been awarded ISO 9001:2015 and ISO 14001:2015 certification, an internationally recognised standard that ensures we meet the needs of clients through effective business processes. For our environmental policies please click here

We are on hand for any questions you may have