Frequently Asked Questions

About Timstar

In 2019, Timstar became a part of the WF EDUCATION GROUP to offer you a more complete, more relevant offer - focused on innovative and intelligent solutions and spaces.

Timstar is the leading supplier of high-quality science equipment, resources, and inspiring modern environments for the effective teaching of Biology, Chemistry and Physics to education worldwide.

Established in 1970, we are an expert in our field and have a wealth of experience in providing a wide range of over 8,000 curricula aligned products to schools, colleges, and universities across the globe.

Where are you located

Timstar, as part of the WF Education Group is situated in Shrewsbury, in the heart of Shropshire in the West Midlands. Our multi-continental, European distribution centre provides an excellent central location for UK shipping but also easy international distribution.

The Phoenix House offices and 90,000sq ft warehouse is situated just off the M54 and just a 30-minute car journey to the M6.

Accreditations and Associations

Timstar, as part of the WF Education Group is ISO 14001 and 9001 accredited and aim to ensure maximum safety and legislation is fully compliant for any size project or service. Good business practices and quality products and services are of utmost importance to us, and we are proud of our accreditations and professional memberships.

WF Education is Constructionline Gold which is assessed on additional important areas such as a business’s environmental management, quality management, equalities, and diversity. Our Constructionline Gold demonstrates to our customers our commitment to delivering quality outcomes.

We are also members of BESA, CLEAPPS and the ASE.

You can find all our accreditations and memberships here: What we do - WF SPACES

Getting in Touch

How can I contact you?

You can get in touch with us via telephone 01743 812 200 or email, Monday to Friday between 8.30am and 5pm.

We are able to provide advice on product selection, ordering, delivery, returns or anything in-between. Simply give us a call, send us an email or use our contact page

If you want to talk technical, please contact us at [email protected]

To give you the best possible service we may ask you additional questions by phone or email. If your query concerns one of our products we may ask for photographs to help us deal with your enquiry.

How quickly will you get back to me?

Our team will work hard to help you as soon as we can. Please, allow at least 24hrs for an email response as we may need time to gather information to properly assist you.

What do I do if I am not happy with my service?

We hope that you are pleased with any purchase you have made or service you have received from WF Education Group. However, if for any reason you would like to raise a complaint, please call our Customer Support team on 01743 812 200, in the first instance. We aim to resolve your complaint while you’re on the phone, but if this isn’t possible, we will agree on a course of action with you and you may be required to submit your complaint in writing. Our complaint’s policy asks that you simply write to us within 30 days. You can view our T&Cs here.


How do I order?

If you are new to shopping with Timstar online, you will need to set up an online account to order and purchase goods through this site.

Set up your WF Education online shopping account to speed up the checkout process and save a payment method to your account.

If you already have an online Timstar account, you will need to login to complete the checkout process.

Once you have added products to your basket, you can review the contents, amend quantities, or delete items before you checkout.

Baskets will be saved if you choose to log out and return at a later date.

We also accept orders via email, by telephone by calling 01743 812200, or by post to Customer Support with your official PO Nr, addressed to WF-Education Group, Phoenix House, Battlefield Enterprise Park, Stafford Drive, Shrewsbury SY1 3FE. Please allow 48 hours for processing.

Can I checkout as a Guest?

Yes. You can proceed with your order and checkout without creating an online account. Please note, guests are unable to save personal information or payment methods for next time.

Finding the right products

To find what you’re looking for, you can use the ‘search’ function located in the header of each page. You can use either keywords or the product code.

You can also use the categories located at the top of every page to navigate your way around our ranges.

If you have the product codes at hand you can also use our Quick Order Form to build your order and add to your basket all at once.

How would I pay for my products and services?

We accept payment via BACS, most major credit cards, and cheque. Credit accounts are available to most education establishments and local authorities, and this will be discussed at the point of initial contact and planning. Each customer account request is reviewed on a case-by-case basis.

Do I receive a confirmation of my order?

When you have placed your order, you will receive an order confirmation email from WF Education Group.

Setting up or linking to a WF Education credit account

Request a Credit account

You can only request a credit account if you are purchasing on behalf of a public library or educational establishment (school, college, university).

Our group-wide credit account permits your institution to purchase from any of the WF Education brands and can be linked to a number of individual departmental contacts.

To request an account, please, complete our form

On receipt of this form, our team will process your request within 24 hours (Mon-Fri, 9-5 pm, excluding bank holidays) and will send confirmation via email.

If you have any questions, please, contact Customer Support.

One company. One account. You can purchase from any of the WF Education brands using your credit account.

Can I link to my organisations credit account?

Yes. To link to an existing group wide WF Education credit account. Please, complete our form.


Does your team advise on your products and services?

We do indeed! We can help you with any level of query from product comparisons to technical specifications or power supplies. Just contact us via our contact page

Our experienced Area Managers who between them cover the whole of the UK, including Northern Ireland and Scotland, offer the highest level of technical support and are available for INSET days and Demonstrations.


Prices quoted on our websites, in our catalogues and our publications (specific to territory), do not include VAT. VAT will be added to all UK and EC orders (where applicable) at the current rate. All prices are net of VAT. Whilst we endeavour to maintain prices, we reserve the right to vary and change prices in accordance with economic conditions without prior notice. Errors or omissions are subject to alteration without notice.

Do you offer a warranty on your products and services?

Yes, we do. We are confident in the quality of our products and services and as such offer our customer's peace of mind when working with WF Education. Visit our terms and conditions to find out more about how our warranty and guarantees work for our product range and services. You can view our T&Cs here.


For full delivery charges and exclusions, please visit our terms and conditions here.

We aim to despatch all stocked items, subject to availability, from our warehouse on the same day if ordered before 2pm.

Delivery surcharges will apply for Northern Ireland, Scottish Highlands, Offshore islands (including Isle of Wight) and overseas.  

Please call Customer Support on 01743 812 200 or email for an estimate.

Cancellations and Returns and Disposals

Cancellations and Returns

For full details on cancellations and returns, please refer to our terms and conditions. You can view our T&Cs here.

Customers must contact our Customer Support team on 01743 812 200 or email within 14 working days of delivery to obtain authorisation to return goods.

All chemicals are non-returnable.

Goods returned without prior authorisation will not be credited. We reserve the right to charge a minimum of £7.50 to cover any collection and restocking costs we may incur because of a customer ordering error.

For overseas returns, please contact our Export Team on 01743 812200 or email [email protected] for details before returning any goods.

Damage and/or loss in transit

If goods are delivered damaged, we must be notified within 24 hours of receipt of the goods, otherwise, claims cannot be considered. If goods cannot be examined on delivery the buyer should sign as ‘unexamined’ and any damage or shortage of goods notified in writing, with supporting images to us within 24 hours of delivery. Delivery shortages must also be notified to us within three working days of delivery. In the event of non-delivery, we must be notified within seven working days of the date of advice of despatch.

Disposal of Chemicals &/or Hazardous Products

You may have been tempted in the past to transport chemicals in your own car. This is not only illegal but may invalidate your insurance. We do not have the facility to dispose of your unused, out-of-date chemicals. Always best to leave this to the experts, we use Chemgo.

Others include NWE Waste Services, Biffa Waste or Veolia UK.

Any other questions?

Do you have a question we haven't addressed?