Frequently asked questions
Cannot find your answer? Contact our support team.
General
Who can buy from CLOVA?
Products are sold for laboratory research use only to customers aged 18 or over. Review the research-use notice and our terms before ordering.
Where is CLOVA based?
Our customer support team is based in the United Kingdom. Business details are listed on the Contact page.
Products
Are your products medicines?
No. Unless a listing clearly states otherwise, products are research materials and are not licensed medicines. They are not for human or veterinary use.
Do you give usage or dosage advice?
No. We do not provide dosage, administration or usage advice for research materials.
Certificates
What is a Certificate of Analysis?
A Certificate of Analysis (COA) is a laboratory report for a specific batch. It identifies the product, batch number, testing laboratory, test date and the results recorded.
How do I match a certificate to my product?
Compare the batch number on your product label with the batch number on the certificate. Reports marked "Historical" relate to earlier batches.
Orders
How do I place an order?
Add items to your basket, go to checkout and enter your details. You will receive an order reference straight away. See the Ordering Guide for the full process.
Can I change or cancel my order?
Contact us with your order reference as soon as possible. We can usually amend orders that have not been dispatched.
Payments
Which payment methods do you accept?
You pay on our secure card payment page straight after checkout. We accept Visa, Mastercard, American Express, Apple Pay and Google Pay.
Shipping
How much is delivery?
UK delivery: UK Standard £4.99 (free over £100.00); UK Tracked Next Working Day £9.99. International orders are sent by tracked delivery for a flat £35.00 per order. See Shipping & Delivery for dispatch times.
How do I track my order?
We email your tracking number when your order is dispatched. You can also check progress on the Track your order page with your order reference and email address.
Storage
How should products be stored?
Store products refrigerated at 2–8°C, do not freeze, and keep them in the original carton away from light. Always follow the product page and label. See the Storage Guide.
Returns
Can I return an item?
If an item arrives damaged or incorrect, contact us within 7 days of delivery with your order reference and photos and we will replace or refund it. Because our products are sealed, temperature-sensitive research materials, we cannot accept change-of-mind returns. See Returns & Refunds.
Still have a question?
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