Science Support


Building a relationship with our customers is important to us in achieving our aims of becoming a responsive team, committed to your needs.

We have put together a selection of links to answer any questions you may have during the ordering process, if you still can’t find what you are looking for please contact us by phone on +44 (0) 1743 812 200 or email [email protected].

We are here to do everything we can to help you find what you are looking for.

Delivery and Returns

We aim to despatch all stocked parcel items from our 90,000 sq ft European Distribution Centre same day. We ask your order is with our Customer Support Team by 11am Mon-Fri (excl Bank Holidays).

Any over-sized or weighted items may be subject to specific delivery charges, for help and advice email us at [email protected]


All hazardous goods, chemicals (incl. live cultures/media) are non-returnable.
Any direct or special order items are non-returnable unless faulty

For full delivery charges, exclusions and returns, please visit our Terms and Conditions here

Online Support

From the Products menu on the left, click a category that you would like to browse, and then choose from the sub-categories to refine your search.

You can also use our "Search" facility located at the top left hand side of every page. Simply enter a keyword or product code and click the button. You will be taken to a results page where relevant items matching your search will appear. If you cannot find what you are looking for, try refining your keyword(s) or double check your product code.

Alternatively, you can try our Quick Order Form located in the top panel on the right hand side of every page.

Simply enter the stock codes of the items you want to buy and the quantity in the second column.

Then "Add to Basket" when you are ready to complete the order.

If you require an item that isn’t in our online catalogue. This might be a spare part for your equipment, or for something you’ve seen elsewhere that we don’t currently offer, please click here to fill in a request form and a member of our Customer Services team will be in touch shortly.

1) You can add to your basket by clicking the ‘Add to Basket’ button on the product listing page (under the thumbnail image). This will automatically be added to your basket. You can also amend your order quantity.

2) On the Product Details page you can add an item to your order by clicking the Buy button - the quantity will automatically stay at '1' unless manually amended.

Click the 'Go to your basket' link at the top right hand corner. Check the details of your order and amend as necessary then click Checkout.

Once an order is placed you will be taken to the checkout confirmation page. If you have a Timstar account you will be given the choice to pay by credit/debit card or to use your purchasing card. If you do not have a Timstar account you will be taken directly to our secure credit card payment page and you can pay using our secure payment partner SagePay. The payment process is very simple and will allow you to store cards through the website (saved cards are encrypted for your security).

Timstar care about your security and make every effort to ensure our transaction process is safe and that your personal information is secure. You can pay by using the following credit or debit cards:

  • Visa
  • MasterCard
  • Delta
  • Maestro

We only accept UK registered cards and do not currently accept American Express.

If you are not able to pay by card it is possible to pay by cheque. Please phone +44 (0) 1743 812 200 and speak to one of our team.

Verified by Visa / MasterCard Secure Code

Timstar participates in Verified by Visa and MasterCard Secure Code for added online payment security. These services are offered by Visa and MasterCard, in association with the bank that has issued your credit/debit card. It is aimed at protecting your details when shopping online by ensuring your card is not being used by someone else.

If your card qualifies and you haven't yet registered, simply follow the on-screen instructions. This process will create an online code (different to your card PIN - an online PIN equivalent) for use on and other participating websites.

This is a completely secure process. The information you provide is completely private, will only be visible to you and your card issuer, and would never be shared with other parties.

If you're unsure about this new service, you may be able to complete your order without registering but your card issuer will eventually require you to register to continue shopping online.

If you would like to learn more about these services or have any difficulty with the process, please contact your card issuer who should be able to assist you. Alternatively, you can always place your order or call our customer service team on +44 (0) 1743 812 200.

How to minimise the risk of authorisation being refused by your card issuer:

When pre-ordering items, please ensure the expiry date of your card is after the expected release date for your item.
Ensure your card is registered to the billing address.
Enrol your card in an authentication scheme (Verified by Visa or MasterCard Secure) to assist with the speedy processing of your order.
If you place a high-value order we suggest you advise the bank beforehand.
If your bank calls you to do a security check, please call us to let us know and we will retry for authorisation.

Check that the invoice address is exactly the same as the address where the card is registered to - the one on your statements and that you have the necessary funds available (note that payment is taken straight away).

If you have checked these possibilities and are still experiencing problems in completing your order, please contact +44 (0) 1743 812 200.

After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.

Once you have submitted your order the next screen you will see is your order confirmation. Please make a note of your reference number which you will need to quote in any communication with us. The details of your order are available for future reference and can be accessed from the My Account page. You will also receive an order confirmation by email.

In the unlikely event that any item is back-ordered, you will be notified in advance and given the option to substitute or cancel and you will not be charged until the goods are available.

Orders can be posted, faxed, telephoned or emailed to [email protected] 

We do not supply chemicals to private individuals or private addresses. If you do have permission to order chemicals please make sure we have taken the restriction off your web account by emailing [email protected]

Setting up an Account


UK schools or colleges are granted credit accounts, if you have an account with us, just register and we will do the rest for you. New customers are very welcome to register, your account will be set up and you will be contacted to confirm security details.


If you have registered as a Private Customer, you are not able to open a credit account and must pay by card.

If you are buying resources on behalf of a Local Authority backed school, charity or business, then it's likely that you can set-up your account on credit terms (30 days from date of invoice).


Simply complete the registration process here.

After completing your details we'll send you an email confirming your *registration approval. If you have registered as a corporation or charity, you will then need to contact our Finance Department on +44 (0) 1743 812 200. They will need to conduct a credit risk assessment on your establishment, so please have your Company Registration number or Charity number ready. A decision will be made immediately. In the mean time you're free to browse and store items in your basket while waiting for your account confirmation, but you won't be able to complete an order until your account has been activated, unless you pay by card.

Please be aware that account registration can take up to 24 hours before activation can be completed.