FAQ
Frequently Asked Questions (FAQ)
1. What types of cell lines do you provide?
We supply a wide range of authenticated human and animal cell lines, including cancer, stem cell, primary, and immortalized lines. Each line is quality-controlled, mycoplasma-tested, and shipped with supporting documentation.
2. How do I know the cell lines are authentic?
All our cell lines undergo rigorous authentication and quality control (e.g., STR profiling, mycoplasma testing). Certificates of Analysis (CoA) are provided with each order.
3. How do I place an order?
Orders can be placed directly through our website or by contacting our sales team via email or phone. For bulk, academic, or commercial pricing, please request a quotation.
4. Do you ship internationally?
Yes. We ship worldwide using validated cold-chain logistics to ensure viability. Shipping timelines and costs may vary depending on destination and customs regulations.
5. What shipping conditions do you use?
Cell lines are shipped either on dry ice or in liquid nitrogen dry shippers, depending on the product type and destination. Each shipment is carefully monitored for temperature stability.
6. How long will delivery take?
Typical delivery time is 2–4 weeks, depending on availability, destination, and customs clearance. We will confirm expected timelines at the time of order.
7. What if my shipment arrives damaged or thawed?
In the rare event of shipping issues, please contact us within 48 hours with photographs of the package. We will work with you to arrange a replacement or refund as per our quality policy.
8. Can you provide bulk or custom cell lines?
Yes. We can provide bulk quantities, custom cell line development, or modified cell lines (e.g., tagged, reporter, or knockout lines) upon request. Please contact our technical team for details.
9. Do you provide technical support for culturing?
Absolutely. Our technical support team provides culture protocols, troubleshooting guidance, and recommended media/formulations to ensure your cell lines thrive.
10. What documentation is included?
Each shipment includes a Certificate of Analysis, recommended thawing/culture protocol, safety data sheet (if applicable), and authentication report.
11. What are your payment terms?
We accept institutional purchase orders, bank transfers, and major credit cards. Payment terms may vary depending on region and customer history.
12. Do you offer academic or volume discounts?
Yes, we offer special pricing for academic researchers and discounts on large-volume or repeat orders. Please request a quote for more details.
13. Are your cell lines GMP-grade?
Our products are intended for research use only (RUO) unless otherwise specified. GMP-grade or clinical-grade materials may be available upon special request.
14. Do you accept returns?
Due to the biological nature of our products, returns are not typically accepted. However, if there is a documented quality issue, we will replace the product or issue a refund according to our policy.
15. How can I track my order?
Once shipped, you will receive tracking information and estimated delivery timelines. Our logistics team can provide real-time updates if required.