What happens if my samples are lost or damaged?

We understand the significant effort and investment required to collect every sample from the field. Protecting your samples as they move through our logistics chain is a priority, so we have protocols in place to address any issues that arise during transit. If you believe your shipment has been lost or damaged on its way to our laboratory, please contact our client support team immediately so we can begin an investigation.

Once you notify us of a potential issue, we take charge of the recovery process to minimize any impact on your project timelines.

• Direct courier coordination Our logistics team work directly with our global courier partners to track the shipment and identify its status.

• Insurance and resolution We manage the formal claims process and work with you to find the most effective solution for your specific site requirements.

• Maintaining your schedule We will do everything possible to recover the situation and get your nature strategy back on track with minimal disruption.

While we handle the investigation, our goal is to ensure you still receive the high integrity data needed for your environmental reporting. We understand that these samples are the foundation of your auditable record of progress, and we act with urgency to protect that investment.