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Frequently Asked Questions

Welcome to our frequently asked question archive, your go-to resource for answers to common queries. Whether you’re seeking information on products, services, sales or finance, we’ve compiled a comprehensive list to ensure a seamless and informed experience.


Can I set up a credit account?

Yes, subject to a credit application, SGL terms are 30 days EOM.

What are my payment options?

Electronic payment by bank transfer, for the account details, contact



How do I place an order?

Email all orders to, also include the SGL product code(s) and if you have a quote from the sales team, the quote reference number.

Can I order online?

SGL does not offer online ordering. You can view the available products at

How do I cancel my order?

To cancel an order email SGL ask that you give enough notice to cancel the order or amend any items. For more information please read our terms and conditions.

What is your returns policy?

SGL will grant partial credit for products ordered in error, with the exceptions noted below. Product returns for products ordered in error are subject to a 15% or £50 restocking charge, whichever is greater. Plus, any applicable charges for necessary inspection, reworking, or refurbishing, or items not normally catalogued by SGL. Bespoke or customised products that meet specifications are non-returnable.

Can I set up a standing order? (How to amend a standing order, how much notice to add or remove items on a standing order)

Setting up a standing order – Email the order requirements to, remember, to include the following:

  • Any special Requirements
  • Start date
  • Duration and frequency
  • Purchase order number
  • Quantities, product codes and descriptions
  • Contact person, contact number and email address.

What is the lead time on products?

For any products that are not in stock, there is a 3 to 4-week lead time, once your order is processed you will be advised by customer service via an order acknowledgement with an estimated delivery date. Part shipments can be requested, speak to customer service for more information, email or call +44 (0)1536 403 815, option 1.

Is there a minimum order quantity?

On stock items, there is no minimum order quantity. SGL will have a minimum order quantity if the product is classified as a non-stock product or a bespoke product that is manufactured to a customer specification. Customers will be advised by the sales department if this applies.

Can I add to an existing order?

To add to an existing order email, and the customer service team will advise lead times.

How do I know you have received my order?

Once an order has been processed an order acknowledgement will be emailed with an estimated date of delivery. If you have not received this, please contact our customer team via email at or call +44 (0)1536 403 815, option 1.

When will my order be delivered?

An estimated delivery date will be advised on the order acknowledgement. This is emailed once the order has been processed by the customer service team. a


What are my delivery options?

Visit the SGL website for all delivery options

Can I collect my order?

Speak to customer service to find out when your order will be ready for collection.

Can you ship to non-UK destinations?

SGL has experience delivering to many destinations worldwide and can offer a solution in getting our goods to your location, wherever you are. Visit our website for more information

Can SGL deliver directly to my customers?

Yes, SGL will ship directly to your customers at your request.

Quality & Technical

How do I access the Certificate of Analysis (CofA), Material Data Safety Sheet (MSDS) or Technical Data Sheet (TDS)?

All documents are available for download from our website.

Certificate of Analysis –

Material Datasheets and Technical Datasheets –


Are your bottles reusable?

Standard media bottle formats are not reusable. In some regions, SGL offers a recyclable bottle service, where bottles can be returned and reused. Please enquire via the sales team about this service.

Why is there a colour difference within my batch or different batches of the same product?

It is possible to see batch-to-batch variability in colour. This is due to small differences in the raw materials and production processes. This is not something to worry about, all products have a defined specification for appearance and performance. All products must meet this specification before release.

What is the ideal storage temperature for SGL products?

SGL products have a defined temperature range for storage, this can be found on the packaging or labelling of the product. Generally, we recommend the middle of the temperature range as the most stable temperature to store products.

Why is there condensation on my plates?

A key component in agar is water and, just like any product that contains water, fluctuations in temperature can cause water to evaporate and condense. If your plates have condensation, then we advise opening the pack and allowing the plates to acclimatise in your laboratory environment. In most cases, moisture will dissipate within a short time.

Which way should I store the plates?

Plates should be stored agar side up, ideally in the boxes they arrive in. Plates in fridges should be off the ground, and away from fans.

Can I use my ready-to-use media right up to the expiry dates?

Yes, the product is validated for use right up to its expiry date. You can inoculate on the day of expiry with results being read after the expiry date.

What is your irradiation process for Irradiated Environmental Monitoring Media?

All products are irradiated under fully validated dose cycles (ISO 11137 Sterilisation of Healthcare Products Radiation Part 2, Establishing the sterilisation dose), giving assurance all parts of the load receive a dose within the specification. Each batch is certified as such with a batch irradiation certificate that is issued in accordance with ISO 11137 & ISO 13485. This certification is checked as part of our release process.

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Pre-poured Plates

SGL provides a comprehensive range of pre-poured plates including standard media used in routine testing across all microbiology sectors through to bespoke formulations for specialist applications.

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Bespoke Formulation

We manufacture in small batches as well as producing batches of a bespoke nature. As such we can supply product with custom specified formulations, formats, packaging or QC requirements to order.

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Bottled & Bagged Media

SGL provides high quality bottled media into a wide range of microbiology laboratories for standard applications, as well as bottled/bagged media solutions for many specialist processes.

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