Shipping policy

SHIPPING POLICY

Last updated: May 2026 

Where we ship to

We currently ship to mainland Great Britain only: England, Scotland, and Wales.

We are unable to ship to Northern Ireland, the Channel Islands (Jersey and Guernsey), the Isle of Man, BFPO addresses, or internationally. If you enter an address in one of these areas at checkout, your order won't be able to complete.

Outbound delivery (your kit, to you)

We ship every kit free of charge via Royal Mail Tracked 48.

  • Estimated delivery: 2–3 working days from dispatch
  • Tracking link sent by email when your kit leaves our Oxford facility
  • Plain outer packaging, nothing on the box or bag indicates what's inside

Return delivery (your sample, to our lab)

Every kit includes a prepaid return mailer using Royal Mail Tracked 24, free of charge.

  • Estimated transit: 1–2 working days from posting
  • Pre-addressed, prepaid, and labelled UN3373 for safe transit of biological samples
  • Drop it in any Royal Mail postbox, no Post Office visit required
  • Post Monday to Thursday only, before the last collection of the day. Samples posted on Fridays, weekends, or UK bank holidays may not arrive in testable condition and may not qualify for a free replacement. See our Refund policy for more information 

Order processing

We aim to dispatch orders within one working day of receipt. Tracking is emailed to you as soon as your kit ships.

Lost or delayed deliveries

Royal Mail Tracked services are reliable, but occasionally things go wrong.

  • If your kit hasn't arrived within 5 working days of dispatch, email hello@jackfertility.co.uk with your order number and we'll investigate
  • If a returned sample doesn't arrive at our lab within 5 working days of you posting it, contact us with your tracking number and we'll trace it
  • Where Royal Mail confirms a kit or sample is lost in transit, we'll send a free replacement. A full refund may be available in some circumstances — see our Refund policy.

Address accuracy

If a kit is returned to us because of an incorrect or incomplete address, we'll be in touch to arrange re-sending. Costs and refund options in this scenario are set out in our Refund policy.

Refunds, returns, and cancellations

For all questions about refunds, cancellations, or returns, please see our Refund policy.

Questions

Email us at hello@jackfertility.co.uk and we'll get back to you within two working days.