Shipping and Delivery Policy

Effective 28 October 2026.

Where we ship

We ship within India and to most other countries. The delivery terms for each order are set out in your quotation.

Dispatch times

Your quotation states the dispatch time for each item. We dispatch within that time after payment is received, or after we accept your order where credit terms are agreed. Business days are Monday to Friday, excluding public holidays in Telangana. If an order will be late, we tell you before the dispatch date.

Delivery times

After dispatch, delivery within India usually takes one to four business days, and international delivery by express courier usually three to seven business days, depending on the destination and customs clearance. We dispatch temperature-sensitive shipments early in the week wherever possible, so they are not in transit over a weekend.

Shipping conditions

We pack each product to its released shipping condition: ambient; cold chain at 2–8 °C with refrigerant packs in insulated packaging; or frozen on dry ice. The shipping condition for each pack is shown on its product page.

Freight charges

Freight is stated in your quotation. For delivery in India, GST applies to freight.

Import duties and permits

International orders are shipped DAP (delivered at place). The recipient pays import duties, taxes, brokerage and clearance charges, and is responsible for any import permit or documentation that the destination country requires for biological materials. We provide a commercial invoice and the shipping documents needed for export.

Tracking

We email tracking details when your order is dispatched.

Receiving your order

Please make sure someone is available to receive the shipment and store the products as stated on the label. Check the shipment on arrival: frozen shipments should still contain dry ice, and cold-chain shipments should still be cold. Report any problem within the periods in our Cancellations, Returns and Refunds Policy.

Failed deliveries

If a shipment cannot be delivered because the address or contact details are incorrect, nobody is available to receive it, or the recipient does not clear customs, temperature-sensitive products may not be recoverable. Reshipment in these cases is charged at cost.

Contact

Questions about shipping and delivery can be sent to info@sysgene.com or legal@sysgene.com, or by post to SYSGENE BIOLOGICS PRIVATE LIMITED, #8-2-686/8/D/5, Road No. 12, Khairatabad, Hyderabad, Telangana 500034, India.