Shipping & Delivery

1. Shipping overview

Sinelio ships Products to countries within the European Union. Available delivery options, shipping costs and any order-specific restrictions are displayed during checkout before the Order is placed.

We may refuse, cancel or delay an Order where delivery to a particular country, region, person, entity or address is not available due to legal, carrier, payment, safety, stock or business restrictions.

All delivery information on this page should be read together with our Terms & Conditions, product-page notices and checkout notices.

2. Order processing time

Orders for Products that are in stock are usually prepared for shipment within 24–48 hours after the Order is placed and payment is confirmed.

Processing times apply to business days and may be affected by payment verification, stock availability, order volume, compliance checks, carrier collection schedules, public holidays or circumstances outside our reasonable control.

If an item is not available for immediate shipment, we may contact the Customer by email with further information or cancel and refund the affected part of the Order where appropriate.

3. Delivery methods

Orders are shipped using tracked courier delivery. The specific carrier may vary depending on the destination country, availability, parcel type, checkout selection and operational requirements.

We do not guarantee that a specific courier or delivery route will be used unless this is expressly stated during checkout.

4. Estimated delivery times

Estimated delivery time is usually 2–5 business days after the parcel has been handed to the courier.

Delivery times are estimates only and are not guaranteed. Actual delivery may be affected by courier operations, local delivery conditions, incorrect address information, customs or import checks where applicable, weather, public holidays, force majeure or other circumstances outside our reasonable control.

5. Shipping costs

Shipping costs are calculated and displayed during checkout before the Customer places the Order.

Free shipping is available for Orders with a product value of €50 or more, unless otherwise stated during checkout or in a specific promotion.

Any additional charges caused by incorrect address details, failed delivery attempts, refused delivery or re-shipment may be the responsibility of the Customer, subject to mandatory consumer protection laws where applicable.

6. Tracking information

Every shipment includes tracking. Once the parcel has been prepared and the tracking details are available, the Customer will receive tracking information by email.

Tracking events may take time to appear after the shipping label is created or after the parcel is handed to the courier. A temporary lack of tracking updates does not always mean that the parcel has been lost.

7. Packaging

Orders are packed using secure protective packaging designed to help protect the Products, containers and labels during standard transit.

The Customer should inspect the outer parcel and Products after delivery. If the parcel appears damaged, opened, wet, crushed or otherwise compromised, the Customer should document the issue before disposing of the packaging.

8. Temperature and product handling

All Sinelio products are supplied in lyophilized form. Lyophilized products are suitable for standard transit.

Unless expressly stated on a product page or during checkout, shipments are not provided as a cold-chain or temperature-controlled delivery service.

After delivery, Products should be handled and stored according to the information displayed on the product page, product label or accompanying documentation where available.

9. Incorrect address or failed delivery

The Customer is responsible for providing complete, accurate and deliverable shipping information when placing an Order.

We are not responsible for delays, failed deliveries, additional carrier fees or returned parcels caused by incorrect, incomplete or outdated address details provided by the Customer.

If a parcel is returned to us because of incorrect address information, failed delivery attempts, refusal to accept delivery or failure to collect the parcel, we may contact the Customer to arrange re-shipment where possible. Additional shipping costs may apply.

10. Customs, import and local restrictions

The Customer is responsible for checking whether the ordered Products may be lawfully purchased, imported, received, stored and used in the destination jurisdiction.

Although Sinelio ships to European Union countries, local rules, carrier restrictions or product-specific restrictions may still apply. We may refuse or cancel shipment where we reasonably believe that delivery may create legal, safety, compliance or operational issues.

The Seller is not responsible for delays, seizures, refusals, import restrictions or additional procedures resulting from rules applicable in the Customer’s destination country, subject to mandatory laws that cannot be excluded.

11. Lost or damaged parcels

If a parcel or Product arrives damaged, the Customer should contact us at contact@sinelio.com within 48 hours of delivery.

The message should include the Order number, tracking number, a description of the issue and clear photos of the outer parcel, shipping label, inner packaging and affected Product where possible.

If tracking has not updated for 7 business days, the Customer should contact us so that we can review the shipment status and, where appropriate, raise an inquiry with the courier.

Lost or damaged shipment cases are reviewed individually. Any replacement, refund or other remedy may depend on the facts of the case, courier confirmation, available evidence and mandatory consumer protection laws where applicable.

12. Returns and delivery-related issues

Returns, withdrawal rights, complaints and delivery-related remedies are governed by our Terms & Conditions and any mandatory consumer protection laws that apply to the Customer.

Because the Products are specialist research-use materials, Customers should not return any Product without contacting us first and receiving further instructions.

13. Research-use only notice

Products offered by Sinelio are intended exclusively for lawful scientific, research, analytical, educational or laboratory use.

Products are not intended for human or animal consumption, administration, injection, inhalation, diagnostic use, therapeutic use, food, cosmetic, veterinary, supplement or similar applications.

By placing an Order, the Customer confirms that they will use the Products only for lawful and permitted research-use purposes and in accordance with applicable rules in their jurisdiction.

14. Contact about shipping

For shipping questions, tracking issues, damaged parcels or delivery-related support, contact us by email:

Email: contact@sinelio.com

Please include your Order number and tracking number where available so that we can review the request more efficiently.