Information

• Contact us
• How to Order
• Technical Support
• Privacy Policy, Terms Warranty
• Material Transfer Agreement
• Compound Submission
• Cell Import Requirements
• Latest Delivery Updates
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How to Order & Quotation Request

Welcome to our customer support page, where you can find the information you need to order AddexBio products. We accept order either by Credit Card or Purchase Order from your institutions.

Quotation Requests:

Contact customersupport@addexbio.com or call (858)348-7819 to request a quotation and other assistance.

International Distributors:

Please find your local distributor by selecting your country here.

Phone Orders:

To place an order by phone, please contact us at (858)348-7819.

Credit Card Orders:

Credit Card orders can be placed by email, phone, fax, or online by clicking the button on the upper right hand corner of the individual products.

We take Visa, Master, Discover, or American Express cards

Purchase Orders:

You may send a formal P.O. (Purchase Order) or money order to AddexBio by email or fax.

You may also use our QUICK ORDER button to place your orders with a valid P.O.#.

For questions and quotation requests, our customer service representatives are available 8 am-6 pm PDT, Monday through Friday to assist you. We can be reached by the followings:

Email: customersupport@addexbio.com

Phone: (858)348-7819 (Both Domestic and International Orders)

Fax: (858)538-8847

Orders

Money order and P.O. orders are accepted. Contact customersupport@addexbio.com or call (858)348-7819 for ordering inquiries and assistance. If ordering by fax, use the fax number (858)538-8847 for both domestic and international orders. We will email a confirmation within 24 hrs for fax and email orders. If you do not receive a confirmation, please email your order to customersupport@addexbio.com , or contact us at the same email address.

Payment Terms

Invoices are sent by standard mail or most likely by email in the week of shipment. Invoices cover cell cultures (or other products and services), banking fee for foreign purchases (if applicable for wire transfer), plus shipping and packing. Charges and fees are given in US$ and are subject to revision without notice. Payment terms are net 30 days. MasterCard, Visa, Discover, and American Express are accepted for credit card payments. P.O. are also accepted for domestic US billing addresses, or by pre-approval on international orders. Credit card, money order, or wire transfer payment is also accepted for international orders. Please email salessupport@addexbio.com for wire transfer information. Incoming wire transfer fees will be added to the order.

Credit Card Payment Security

All sensitive credit card information is handled by a secure payment gateway. AddexBio does not directly handle or store any credit card information on online orders. If you prefer to pay by credit card without going through our automated system, please also send an email to salessupport@addexbio.com to request the credit card form.

Tax Exempt Institutions

Please contact salessupport@addexbio.com or call (858)348-7819 for instructions for tax exemption on online orders.

Domestic (United States) Shipments

Domestic shipping rates are generally as follows: $45.00 for overnight Fedex shipping; $29.00 for two-three day ambient temperature Fedex shipping; and $89.00 for overnight Fedex shipping with dry ice for cell lines. Select items have additional shipping costs due to weight, hazardous materials or handling requirements. Recommended shipping methods are described in the product descriptions. Products are generally shipped within 1 business day following payment by credit card (after verification). P.O. number payments may require additional time before the item is shipped for payment verification. Payment by credit card is the preferred payment method.

International Shipments

For international customers, please inquire beforehand for requirements for P.O. payments and on shipping rates as other shipping rates and delivery times apply for international shipments. Please contact customersupport@addexbio.com for quotes on international delivery.

Returns and Warranty

Orders on many items are not reversible after commitment (i.e. confirmation of a P.O. invoice). Please contact customersupport@addexbio.com to discuss potential returns.

All products are warranted to perform as described in this website and the protocol manuals. If you believe an item does not perform as described, please contact customersupport@addexbio.com for remedy. The customer pays for shipping costs for all replaced items.

Cell Line Purchase and Delivery

Placing a cell line order implies acceptance of our Material Transfer Agreement, Terms and Conditions. Use of Addexbio Technologies cell line material is contingent upon awareness and acceptance of our MTA and implies consent that material will not be transferred to third parties. Cell lines are distributed either frozen in plastic ampoules on dry ice ("frozen vial") or as active, growing cell populations in T25 flasks ("growing cultures"). Shipments are dispatched early in the week (usually on Mondays or Tuesdays) to ensure arrival before the following weekend. Due to the additional labor involved, the price for growing cultures is higher than frozen cultures. While we normally recommend ordering frozen cultures, to certain destinations we can send growing cultures only, and to other destinations frozen cultures only. Material is shipped by a courier of our choice. Destinations outside the United States incur a delay for which we request your patience. Recipients are informed immediately prior to shipment.

Cell Line Replacement Policy

Addexbio warrants that cells included in the Addexbio Material shall be viable upon initiation of culture for a period of fifteen (15) days after shipment thereof from Addexbio shall meet the specifications on the applicable Addexbio certificate of analysis, and/or catalog description. Such fifteen (15) day period referred to herein as the "Warranty Period". Purchaser's exclusive remedy, and Addexbio's sole liability, for breach of the warranties set forth in this paragraph is for Addexbio to, at Addexbio's sole option, either (i) refund the fee paid to Addexbio for such Addexbio Material (exclusive of shipping and handling charges), or (ii) replace the Addexbio Material. Please notify Addexbio (contact information below) in the event of cultures arriving in a non-viable condition or if cells fail to grow due to unsatisfactory material. Should the claim for replacement be deemed justified and reported within fifteen (15) days, we will check the affected cell line and send a replacement as soon as possible. We also provide advice per email should cells fail to grow satisfactorily. The customer pays for shipping costs for all replaced items. Cultures lost due to inappropriate culture conditions or negligence will not be replaced. Except as expressly provided above, the Addexbio Material and any technical information and assistance provided by Addexbio are provided as-is, without warranties of any kind, express or implied, including but not limited to any implied warranties of merchantability, fitness for a particular purpose, typicality, safety, accuracy and/or non-infringement.

Customer support and sales contacts:

• Email: customersupport@addexbio.com
• Phone: (858)348-7819