Frequently Asked Questions

Apollex is the online retailer. We sell products under the brands named on their individual listings; we do not present Remedium Research products as Apollex-manufactured products. The product page identifies the brand, product name, format, stated amount and price. Read more about Apollex.

The current catalogue features Remedium Research pre-filled pens. Check the shop for the latest published selection and each product page for its exact specification and availability. Product formats and availability may change as the range develops.

No. A listing may remain visible while the item is out of stock. Check the stock status on the individual product page before ordering. An out-of-stock listing is available for reference but cannot be added to the basket. Contact us about an unavailable item; a restock date is only confirmed when we can substantiate it.

Compare the full product name, original brand, stated amount, supplied format, SKU and availability. Check delivery and returns information, then ask about any specification or document you need before placing an order. Similar names, packaging or amounts do not make two products interchangeable.

No. A pen or spray describes the supplied presentation; it is not evidence of suitability for a person or an instruction to administer a product. Follow the restrictions on the individual listing. Products labelled for laboratory research use only are not for human or veterinary use, diagnosis or treatment. Apollex does not provide dosage or administration guidance.

Each listing brings together the supplier-stated product identity, brand, presentation, stated amount, SKU and retail information. A catalogue field is different from an independently verified analytical result. Supporting information must relate to the particular product and batch it describes. Our quality and transparency framework explains this distinction.

Yes. Contact us before ordering with the full product name or SKU and specify the document you need. Ask which documents are available for the current product and batch. Availability varies: we do not promise that every listing has a downloadable certificate, independent test report or complete set of batch records.

Compare the product identity and batch or lot reference on the document with the item being supplied. Check the issuing laboratory, report date, methods and results shown. A report for another batch or a different product is not a substitute. Our certificate-of-analysis guide explains what to look for and what a report does not establish.

We do not make blanket claims across the catalogue. These are separate, specific claims that need relevant evidence. A product name, brand, amount or certificate image alone does not demonstrate them. Request the supporting information you require for the exact listing before ordering; we will not fill a missing field with an assumption.

Refer to the original product label and product-specific documentation. If a storage field, expiry date or handling requirement is missing or unclear, contact us with the product name and batch reference if available. We do not apply one storage instruction or shelf life to every product in the range.

Contact us with the product name, SKU, order number if you have ordered, and a clear photograph of the relevant label. Identify the field that differs, such as amount, format or batch reference. Do not assume that a mismatch is merely cosmetic; ask us to clarify it before relying on the disputed information.

Send a focused request to sales@apollexbio.com. Include:

• The full product name, SKU or link to the listing.
• The batch or lot reference, if you already have the item.
• The document needed: for example a certificate of analysis, analytical report or product-specific storage information.
• Your order number, if the request relates to a purchase.

Ask whether the available document relates to the batch currently being supplied. A request does not confirm that a document exists or is available.

A reference report may describe a representative sample or an earlier batch. A batch-specific report identifies the particular lot examined. Match the product identity and batch reference, then check the issuer, date, method and reported results. Neither type of document supports claims beyond the tests it actually records.

Ask which records are available and which fields remain unconfirmed before ordering. Do not treat a missing result as a pass, or a report for another batch as evidence for the supplied batch. If a document is required for your procurement process, wait until you have suitable evidence and have assessed it against your requirements.

Open the product page, review the specification and stock status, select the quantity and add the item to your basket. Review your basket, then enter your details at checkout. Check the delivery address, delivery charge and final total before submitting payment. The options available for your order are shown during checkout.

The current payment options are displayed at checkout before you confirm your order. Use those options as the up-to-date reference, because payment availability can change. If an option you expected is missing or a payment is not completing, contact us rather than sending payment using details supplied outside the checkout process.

Check your inbox and spam folder first. If a payment appears to have left your account but you have no order confirmation, avoid repeatedly submitting the same payment. Email sales@apollexbio.com with the email address used for the order, approximate order time and any order or payment reference. Never send passwords, full card details or wallet recovery phrases.

Contact us as soon as possible with your order number and the correction needed. Whether a change is possible depends on the order’s processing and dispatch status; a request is not a confirmed amendment. Double-check the address at checkout, especially the postcode, building number and flat or unit details.

Standard UK delivery is £4.99, with free UK delivery on orders of £100 or more under the current store policy. Review the delivery charge and final order total at checkout before paying. The Delivery & Returns page contains the published delivery information.

Orders are sent by Royal Mail Tracked 24. The published delivery estimate is normally 1–3 working days. This is an estimate, not a guaranteed next-day arrival or a same-day dispatch promise. For a time-sensitive order, ask us to confirm what is possible before placing it.

A tracking number is emailed once your order has been dispatched. Check the email account used at checkout, including spam or junk folders, and use the tracking reference to follow the parcel. If you cannot locate it, contact us with your order number so the dispatch information can be checked.

Check the latest carrier tracking information and confirm the delivery address on your order. If the parcel is outside the expected delivery window or the tracking status is unclear, contact us with your order number and tracking reference. We can review the dispatch details and advise on the next step; please do not assume the parcel is lost from a single tracking gap.

The published delivery information describes UK Royal Mail Tracked 24 delivery. It does not establish international coverage or a temperature-controlled service. If your location or procurement requirements need something different, ask us before ordering. Do not infer a particular shipping condition from the product format or packaging.

Check the carrier’s delivery details and any delivery photograph, then check with other members of your household or your building’s reception and any agreed safe place. If you still cannot locate it, contact Apollex with your order number, tracking reference and the date shown as delivered. Tell us which checks you have already made so we can review the issue with you.

Email sales@apollexbio.com with your name and order number. The published Refund Policy describes a 14-day cancellation period starting the day after delivery and a further 14 days to return the goods after notifying us. Ask for the confirmed return address before sending anything. Read the full Refund Policy for conditions, exceptions and your rights.

The published policy requires change-of-mind returns to be unused, with seals intact and in their original packaging, and sets out an exception for certain unsealed products. A faulty, damaged or incorrect item is a different situation: contact us for assistance rather than assuming you have no remedy because a seal is open. See the Refund Policy for the full wording.

Under the published policy, customers pay return postage for a change-of-mind return; Apollex covers return postage for faulty or incorrect items. The policy states that refunds use the original payment method and are made within 14 days of receiving the returned goods or proof of postage. Contact us first so the correct return process can be confirmed for your order.

Check the order when it arrives and email us promptly with the order number, the item affected, a description of the issue and clear photographs of the item and packaging where relevant. Keep the packaging and labels while the issue is reviewed. We will advise on the next step; do not send the item back to an unconfirmed address.

Compare the items received with the order confirmation and any dispatch information. Keep the outer packaging, packing slip and labels. Email us with the order number, the missing product name and quantity, and a photograph of the items received where useful. We will check the order and dispatch records; do not assume that a missing item will arrive separately without confirmation.

Email sales@apollexbio.com or use the information on our Contact page. For an existing order, include its number and the email address used at checkout. For a product enquiry, include the full name or SKU and the exact specification or document you want clarified. This helps us answer the question without unnecessary back-and-forth.

No. Our support covers product records, available documentation, orders and delivery. We cannot recommend a research product for an individual’s health condition or personal goal, provide dosing advice or advise on administering it. Product information on this site is not medical advice or a treatment claim.

Yes. Use our wholesale and supply enquiry page and identify your organisation, market, products of interest and expected quantities. Availability, pricing and any supply terms must be confirmed in writing; a retail listing does not by itself establish a wholesale agreement.

Send the page link, identify the statement or field and include the source or product label that raises the issue. Our Editorial Standards explain how product information and supporting sources are handled. If the issue affects an order, include your order number so both matters can be reviewed together.