Frequently asked questions
Why can't I place an order and pay on-line?
Stratlab's standard delivery charge is £15.00, but this only covers costs for delivery of relatively light items sent to domestic UK addresses. So if you live elsewhere and/or the goods are heavy or large and/or the goods contain hazardous items, then additional charges will apply. At the moment we add these extra charges manually.
Why can't chemicals be ordered for delivery to a private address?
This is a measure to counter against the illicit use of some (chemical) products.
How do I know when my order has been received?
When you have created the order, we automatically receive notification by e-mail. This allows us to review the order and add the delivery charges as required.
What happens next?
You will be contacted (by telephone or e-mail) to allow completion of the order.
Can I still pay by credit card?
Yes, but until all the various options relating to delivery are fully integrated, credit card transactions are completed by Stratlab on your behalf. Please note that no credit card details are kept by Stratlab.
What happens if I have a credit account?
The delivery charges will be added. You will be notified of the total and invoiced in the normal way using your credit account.
What happens if I don't have a credit account but want one?
Please contact the Stratlab Sales Office to discuss.
Can I have more than one billing/shipping address?
You can only have one billing address, however you can edit or update this at any time. Once you are logged in, go to view 'your stored details' and you can update your details here. Please note: you can only edit your 'shipping' details here and this will automatically update the billing address. If you would like to keep your billing address the same but have your delivery shipped elsewhere you can edit this in the checkout process.
How do I cancel an order?
To cancel an order, please contact us by email or telephone and we will help you. The sooner you do this the easier it is for us to cancel the order.
I already have an account with you. Do I need to register myself again on your web store?
No, please do not register again. If you already have an account with us please select the 'Remind Me' button underneath the login fields. You will be asked for your username (this will be your email address unless you created a different username), please enter this and select Send, you will shortly receive an email from us with a reset password link. Click onto the link when you receive the email and you can reset your password here. You should also do this if you have forgotten your password.
Can I place an order without registering my account?
No, you must register with us before placing an order. We understand how valuable your time is and our registration has been designed to take up only a few minutes of your time. Once you have registered with us, your details will be saved, saving you time when you place your next order.
If you have any further questions please call us on 01354 65700.