Frequently Asked Questions – Ordering from Bento

General Ordering

How do I place a new order?

You can order really easily online. Add the items you need to the online shopping cart and then click “Purchase now” on the checkout page. You’ll receive confirmation of your order straight away.

If you have a special request, add a note at the checkout or contact us at

How can I pay?

We accept payment by credit card, bank transfer or Paypal. Institutions can pay by purchase order. We do not accept cheques.

How do I get a quote?

We have made it super easy to get an automatic quote from our website. It means you can get a quote instantly, we can receive all the correct delivery information and we can accurately quote you the shipping costs.

Follow these simple steps: Add the items you want quoted to the online shopping cart and then click “Request Quote” on the checkout page.

Ordering for Institutions

How can I use a purchase order?

Institutions can request credit terms by sending a purchase order to

Please request a quote from the website before sending your purchase order.

Our standard credit terms are 30 days net. Before we can accept the purchase order, we will need the purchase order to include a contact for accounts payable with an email address.

How can I get information to add Bento as a vendor for my institution?

You can find our company details on our contact page. Please email us at if you need additional information, and we will be happy to help.

Can I get your W9 form? (USA customers)

For USA customers, we can provide a W-8BEN-E form. You can find a copy of our W-8BEN-E here.

Ordering for individuals

Can I ship to a home address?

Yes, we can ship to residential addresses.

Customs and Tax

Will I be charged tax?

We ship from the UK.

If you order outside of the UK, you may be charged your local sales tax (if applicable) by the courier before delivery on behalf of customs. Bento Lab sometimes qualifies as a tax exempt item.

If you order inside the UK, you are charged VAT at checkout.

Will I be charged duty?

Bento Lab is usually duty exempt.

How do I apply a VAT exemption?

If you are a UK resident, VAT applies to all of our products.

Universities are often exempt, which means their services don’t have VAT, but they are also registered for VAT and typically their finance department will automatically reclaim the tax paid.

How do I find the customs code for a product?

You can view the customs codes for all our products here: Bento Lab Customs Information

Shipping and delivery

Does Bento Lab ship internationally?

We have customers working with Bento Lab worldwide! We ship to most countries directly from the UK. Check our Terms and Conditions for more information.

When will my order ship?

You can find the expected lead times for shipping in the order confirmation email, so you can check when to expect your order there.

How long will my order take to ship?

It depends on the shipping method you choose, and where you are based. Once your order is collected from us by the courier, it usually takes 1-3 days to reach you.

Existing orders

Can I change my order?

We want to get your order to you as soon as possible, so we aim to process orders very quickly. That means we are usually unable to make changes after the order has been processed. We will always do our best to accommodate you, so please contact us at with your order details.

Can I get an order update?

We list expected lead times in the order confirmation email, so you can check when to expect your order there. If you would like to get an update on the status of your order, please contact us at with your order number.

Can I get a receipt or an invoice?

Of course. You get an automatic email with a receipt once the order has been processed. We recommend checking spam if you cannot find the email. If you need a copy, you can request one by contacting us directly at


Can I cancel my order?

We understand sometimes you might need to cancel your order and we are happy to help. If the order has not shipped, we can cancel it. Please email us at with your order details and reasons for the cancellation.

Can I return my order?

We will do our best to accommodate return requests. Please contact us directly at with your order details and the reason for the return. Some reagents are non-refundable.

There is an issue with my order. Can I get help?

We want to help you resolve any issues as quickly as possible! If you have any issues with your order, please contact us directly at with:

  • Your order number
  • Detail of the issue – as much detail as possible helps!
  • Any photos to show the issue

Not found the answer you were looking for?

If we did not answer your question, please contact us directly.