Shipping

Processing and dispatch times

Orders are dispatched from our supplier's fulfilment location once payment has confirmed and, where applicable, age verification has cleared at checkout. We aim to get an order out the door within one to two working days of that point, Monday to Friday. That's a target we work to, not a guarantee stamped on every order, and public holidays or an unusually busy stretch can push it slightly. If a specific order looks likely to run past that window, we'd rather tell you directly than let you sit there wondering.

Once an order has left our fulfilment location, how long it takes to actually reach you depends on the delivery service handling that leg of the journey, and on ordinary factors like your postcode and the day of the week it was collected. We're not going to quote a single fixed transit time here as though every address in the country receives post at the same speed, because it wouldn't be accurate. What we can tell you is that dispatch and transit are two separate stages, and the one to two working day figure above covers only the first of them, the part actually within our control.

Orders placed on a Friday evening, over a weekend, or on a bank holiday are processed on the next working day, the same way any UK business handling physical dispatch works. We don't currently offer a paid expedited or next-day dispatch option; if that changes, this page will say so.

Discreet packaging

Every order ships in plain, unbranded outer packaging. There's no product name, no logo, no description of contents, and nothing on the exterior that would tell a courier, a neighbour, or anyone else handling the parcel what's inside or who it's from beyond a standard return address. This is a genuinely common and unremarkable practice across mail-order retail generally, not something specific or unusual to this category, and we're not going to oversell it as some kind of secretive advantage. It's simply how the parcel is packed.

Inside, items are packed to keep vials and any glass components secure and upright during transit, using padding appropriate to what's being shipped. If you have a specific packaging concern, for example a workplace that opens post centrally, or a shared building where parcels sit in a communal area, tell us at checkout in the order notes or by emailing us afterwards and we'll flag it against your order where we reasonably can.

Where we deliver

At this stage, Titeris ships to addresses within the United Kingdom only. We're a new UK supplier, and we'd rather get UK dispatch and documentation right first than stretch into international shipping, customs paperwork, and a different set of regulatory questions before we're genuinely ready to handle them properly. We're not currently accepting orders for delivery outside the UK, including Ireland and other EU addresses, and the checkout will reflect that rather than let an international address through and fail later.

Within the UK, we deliver to residential addresses, workplaces, and most standard delivery points a UK courier or postal service would normally reach. If you have an unusual delivery situation, such as a PO box or a building with restricted access, get in touch before ordering and we'll tell you honestly whether we can reliably get a parcel to you.

Tracking your order

Where the delivery service handling your parcel provides a tracking reference, we pass that reference on to you by email once your order has dispatched, so you can follow its progress rather than simply waiting and hoping. Tracking detail and update frequency vary by service and by how a given parcel is routed, and an update can occasionally lag behind where the parcel actually is, particularly in the first few hours after collection. That's a limitation of postal tracking generally, not something specific to us, and it's usually not a sign anything has gone wrong.

If your tracking reference isn't updating, or shows no movement for more than a couple of working days, email us with your order number and we'll look into it on our end rather than leave you to chase a courier's tracking page alone.

If your order is delayed or lost

Most delivery delays resolve themselves within a few extra working days and don't need any action from you. If your order hasn't arrived within a reasonable window past the dispatch estimate above, email us with your order number and we'll check the dispatch record and any tracking information we hold, then follow up with the delivery service where that's the right next step. We won't ask you to chase a courier yourself as your only option.

If a parcel is genuinely lost, meaning tracking has stalled for an extended period with no sign of onward movement and the delivery service confirms it can't be located, we'll work with you to resolve it, either by sending a replacement or handling a refund for that order, once we've confirmed with the carrier that the parcel isn't simply delayed. We're not going to promise a specific number of days before we'll call something lost outright, because that genuinely depends on what the delivery service itself tells us once we ask, and giving you an invented figure here would be less honest than saying that plainly.

We keep a delayed parcel and a lost parcel as two separate situations, and we won't blur them together just to close a query faster. A delay usually means the parcel is still moving, just more slowly than the dispatch estimate suggested, and the right response is patience plus a check on tracking. A loss means the delivery service itself has told us, after we've asked, that it genuinely can't locate the parcel. We'd rather take the extra step of actually confirming that with the carrier than guess and either alarm you unnecessarily or send a replacement for something that turns up two days later anyway.

If a parcel arrives visibly damaged, opened, or looks as though it's been tampered with in transit, keep the packaging if you can and contact us straight away with photos if possible. That's useful information for us even before we get to sorting out a replacement or refund, and it helps us flag a pattern with a specific courier route if one starts showing up.

Age verification

You must be 18 or over to purchase from this site, and checkout includes an age confirmation step before an order can complete. We reserve the right to request further age verification before dispatching an order where there's a genuine reason to check, and to hold or cancel an order where that verification isn't provided. This applies to every order, without exception, regardless of what's in it.

Questions about a specific order

For anything about dispatch, delivery, tracking, or a delayed or lost parcel, email us at support@titeris.co.uk with your order number and a short description of the issue. That's the fastest way to get a useful answer rather than a generic one, since it lets us pull up exactly what happened with your specific order instead of guessing. Our full contact page covers what else to include and what our support team can and can't help with.

Frequently asked