What arrives in the box

An order from Dohrna arrives tracked and signed for. This page describes what is in it, item by item, so that the person opening it knows what to expect and what each document is for. Nothing here is a promise about delivery time — that is stated in the delivery policy, and where this page and that policy differ, the policy governs. This page describes the packaging and the paperwork.

Where it comes from

Every consignment — boxes of ten and single vials alike — is shipped direct from the manufacturing facility to the delivery address, and is not routed through Dohrna's premises. Dohrna holds no stock. The delivery policy states the same thing and sets out what it means at the border.

Where an order draws on more than one manufacturer it arrives as more than one consignment, on different days, each tracked and each with its own dispatch notice and tracking reference. The basket says so at the point a second route is added, and the checkout says it again.

The outer carton

A cardboard carton addressed to the institutional delivery address on the order. It carries the carrier's label and, on the outside, the research-use statement and the CLP hazard labelling for the contents, in type no smaller than 8 point, placed so that it can be read without opening a flap. That labelling is a legal requirement for a hazardous material in transit, and its presence on the outside of the box is deliberate.

The vials

Each vial is a small glass vial with a crimped cap and a rubber septum, containing the lyophilised material as a dry powder.

There are two labels on this catalogue, and the product page for a line states which one it ships with before it is ordered.

Lines supplied as single vials carry the Dohrna label. It states:

• the compound name and the catalogue number;
• the lot number and the expiry date;
• the nominal quantity, in milligrams;
• the research-use-only statement; and
• a scannable code that opens the product page for the line on dohrna.com.

Lines supplied as a box of ten ship in the manufacturer's own labelling, which states the compound name, the nominal quantity and the research-use-only statement. It does not carry the Dohrna wordmark, the Dohrna catalogue number or the scannable code. Every surface that can sell one of these lines says so on the line itself — the catalogue card, the buying panel, the basket, the checkout and the order — so that it is known before an order rather than after it.

Five vials of a line means five labelled vials of that line from the stated lot. Where a line is ordered in two sizes, the fill differs between the two labels.

The shipping condition of each line is stated on its product page where the record holds it, and otherwise shown there as pending supplier confirmation.

The documents

Each consignment contains the following, as listed in the delivery policy. Each has a job.

Safety Data Sheet. The 16-section document for each line, in an official language of the destination, stating the hazard classification and the precautions that apply to handling the material. Supplied free of charge, no later than first supply.

Commercial invoice. States the compound, the sequence, the CAS number, the tariff classification, the country of origin, the quantity, the net weight and the price for each line. It is the document customs reads, and it is the record of the transaction for the buyer's own files.

Packing list. Line by line, what the consignment contains, so it can be checked against the invoice and against the order.

Where a consignment crosses a customs border it also carries the air waybill, Dohrna's EORI number, and the signed end-use research declaration on institutional letterhead — the declaration recorded on the account, which states to the carrier and to customs what the material is for. Import duties and charges at the destination are assessed by the destination authority and are the buyer's responsibility; the delivery policy sets out why.

Hazard information — the pictograms, the signal word and the statements — is shown on the product page itself as well as in the Safety Data Sheet, so it can be read before the consignment arrives.

What is not in the box

There is no solvent, apparatus or accessory of any kind unless it was a separate line on the order. There is no leaflet describing use, because the material is supplied for laboratory research only and the laboratory's own procedures govern what is done with it. There is no promotional material.

On arrival

Two things are worth doing on the day the consignment arrives:

1. Match the vials to the packing list and the invoice. Each line, each size, each quantity.
2. Move the vials to storage. The storage condition for each line is stated on its product page; Storage and handling covers the general practice.

A discrepancy — a missing vial, a damaged carton, a label that does not match the order — should go to support@dohrna.com with the order reference. The refunds and returns policy states how it is dealt with, and the delivery policy states what happens when a tracked consignment does not arrive.