New subscriptions
To ensure prompt delivery of print issues for the duration of your subscription mailing labels are generated two weeks in advance of the publication date. Subscription start dates will generally align with the earliest issue that adheres to the advance label printing after your order has been placed. For weekly publications such as Nature, this is likely to mean the first issue you receive is not most recently published journal to the date of your order.
Issues arriving late or erratically
We work with several distribution partners to ensure journals are despatched by a suitable method which provides a reliable service for the destination.
For new orders please allow up to 6 weeks for delivery of your first issue.
For subsequent issues delivery is usually made within 14 days of despatch, although please allow up to 21 days for deliveries to India, Pakistan, Sri Lanka, Bangladesh & Brazil.
Delays may also occur due to local postal disputes or other issues which are outside of our control. Please refer to our Latest Journal Shipping Information to check for any notable delays or restrictions for your country.
If you are receiving issues significantly later than these timescales or erratically then please let us know so we can have our Distribution team investigate.
Include the following information when contacting us:
- Customer ID
- Delivery address (including previous address if there has been a recent change)
- Journal Title
- Volume and Issue number
- Delivery Date
In cases where you are receiving issues but feel they are taking longer to reach you than they should, please provide us (if possible) with a scan or picture of the latest mailing label. This may help us identify the cause for the delay which we can then direct to our distribution partners.
If you are able to provide an alternative delivery address where you would be happy to receive the journals, please do so and if we are unable to resolve the delivery issues to the existing address we will redirect them to the alternative.
Renewed recently
If you have renewed a subscription recently, payment may have been delayed resulting in a lapse in delivery. Renewal invoices are generated up to 13 weeks prior to the expiry date to ensure that payments are processed in good time and we can avoid any gaps in delivery, however delays may sometimes occur.
As we also generate labels for Issues two weeks in advance, this can mean even after renewing even in good time, our labelling system may have been ‘missed’ the 1st issue. If this happens the Issue will be sent the following week instead.
Providing the following details will help us investigate renewal print query:
- Your Customer ID and full delivery address to where issues should be delivered.
- Date and amount of your last payment.
If you have paid by credit card, has the credit/debit card been charged? If yes, please provide the transaction ID details.
Due to security reasons, we cannot accept credit card numbers via email. Please do not submit credit card numbers in this manner.
If you have paid by cheque and it’s been cashed, please confirm the cheque number and the date that it was cleared by your bank. Please note, we no longer accept cheque payments for countries outside of the US.
If you require further assistance, please contact us via email using [email protected] or via our Additional Contact methods.