Do I require an Import Licence?

For some analysis products you may require an import licence to send your sample to us. You will require an import licence if:

• You are sending your food sample from outside the EU.

Should you require an invoice licence please contact Sales@fera.co.uk with the details of your samples and the analysis you require, before making your purchase. We will then apply on your behalf and issue an import licence. This process may take up to  6 weeks. You should send your samples together with your import licence clearly accessible.

More information about how to package your samples can be found at:

Plant Samples - https://www.fera.co.uk/crop-health/sample-shipping-information

Food Samples - https://www.fera.co.uk/food-safety/sample-shipping-information

Do I require a Letter of Authority?

For some analysis products you may require a Letter of Authority to send your sample to us. You will require a Letter of Authority if:

·        You are sending your sample from outside the UK.

Should you require an invoice licence please contact Sales@fera.co.uk with the details of your samples and the analysis you require, before making your purchase. We will then issue a Letter of Authority within 10 working days. You should send your samples together with your Letter of Authority clearly accessible.

Can I pay in my own currency?

Fera’s online shop supports the following currencies. GBP (£), USD ($), Euro (€).

You can update your currency preference at the top of each webpage next to My Account.

Where can I see my past orders?

To view your past orders, navigate to your Account by selecting ‘My Account’ if logged in, or selecting “Sign in”. Both options are available at the top right of each webpage.

Your ‘My Account’ dashboard will show you your most recent orders. If you wish to view historic orders simply select ‘My Orders’ from the navigation.

From this view you will be able to view each order in more detail and reorder each order if required. From this view you can also see the status of your order. These statuses can be Pending, Processing, Awaiting Samples, Samples Received, Results Ready, or Complete.

How can I update my billing address?

To update your billing address and details, simply navigate to ‘My Account’ and select “Address Book”

From this view you can view your contact address and billing/invoice address.

To change this simply select ‘Change Billing Address’

From this view you can update your billing details.

Select Save Address to confirm and submit.

When changing your billing address, we require 2 working days to make this change. During this time any orders placed will be invoiced to the original billing address on record.

We will notify you by email when your billing details have been finalised and updated.

How can I update my contact details?

To update your contact details, simply navigate to ‘My Account’ and select “Address Book”

From this view you can view your contact address and billing/invoice address.

To change this simply select ‘Change Shipping Address’

From this view you can update your contact details.

Select Save Address to confirm and submit.

When changing your contact address we require 2 working days to make this change. During this time any orders placed will be raised to the original contact details on record.

We will notify you by email when your contact details have been finalised and updated.

How can I change my account details (Including email & password changes)?

To update your account details, navigate to your Account by selecting ‘MyAccount’ if logged in, or Selecting “sign in”. Both options are available at the top right of each webpage.

From the ‘My Account’ Dashboard, select ‘Account Information’ from the navigation.

To change your Name simply update your details within the Account information view and select ‘Save’

To update your email, select the “Change email” checkbox and amend your email address.

To update your account password, select the “Change Password” checkbox and input your current password, desired new password and confirm desired new password.

Select Save to submit your changes.

I require a quote before I can make a purchase. How can I get this?

When logged in, your basket is saved indefinitely to allow you to browse the website and understand any charges associated with our tests.

As a result, you are able to use our basket function as your quote from Fera Science Ltd when purchasing products online. If you require a printed copy of this basket please take a screenshot of this screen.

To make your purchase, you are able to input your Purchase Order number when choosing invoice options at checkout if applicable.

How can I amend my order?

Orders may only be amended before samples have been received by Fera Science.

Orders that have been received by Fera Science are unable to be amended as analysis activities may have already started on your order. To view the status of your order navigate to My orders in your ‘My Account’ dashboard.

Should you wish to amend your order please notify us by email at sales@fera.co.uk

We will then cancel your desired order and re-submit an amended order to your account basket. If you have selected the card payment method within your previous order, your order value will be refunded, and you will be asked to repurchase your tests.

I have queries about my order – How can I contact you?

If you have any queries about your order, please contact us via sales@fera.co.uk

• Food Safety Samples - foodsafety@fera.co.uk or call +44 (0) 300 100 0323
• Crop Health Samples - crophealth@fera.co.uk or call +44 (0) 300 100 0322

These contact details are also stated on your sample submission form.

I have questions about my report – how can I contact you?

If you have any queries regarding your report, please email sales@fera.co.uk . Some queries may require further testing and charges, you will be notified if this is the case before any subsequent analysis is undertaken.

What does “Turnaround Time” mean?

Turnaround time is the time taken for analysis to be completed, report compiled and sent to our customers. Our turnaround time begins when samples are received at Fera Science. You will receive an email notification that samples have been received.

I am unable to print my sample submission form. How can I send my samples to Fera?

If you do not have the ability to print your sample submission form, please ensure you write your order number & customer reference number clearly on each individual sample you are sending to for analysis.

If we are unable to accurately identify your samples for analysis this may result in your analysis report being delayed.