FAQ

ORDER

1. Q: How do I submit an order?

     A: Email [email protected] or call (210) 877-0100 or call toll free 1-800-364-1765.

2. Q: What information is necessary to place an order?

     A: Please include the following information on your purchase order or include in the body of an email:

• Institution or Company Name
• ATTN – Name of person package should be addressed to
• Shipping Address (include building, room/lab number), City, State, Zip Code, Country (if not USA)
• Billing Address
• Email address for the person the package will be shipped to
• Billing email address
• Phone number
• Product/Catalog number
• Quantity
• Purchase Order Number (if applicable)
• Courier/Shipping Account Number (if applicable)
• Shipping Method (Domestic, 2 day or overnight); please see additional information below regarding shipping

3. Q: Can I request a quote?

A: Yes, email [email protected] for a quote and include the information from FAQ #2.      Note, actual shipping fees may vary at the time of shipping and may differ from the amount on the quote. Customer is responsible for the actual cost of shipping which is determined at the time of shipping the package.  INCELL quotes are valid for 30 days.      Once the quote has expired, you may request another quote that will be revised to reflect an updated estimate. 

SHIPPING

4. Q: How soon will my order ship?

     A: INCELL ships DOMESTIC orders Monday through Wednesday with arrival two days after shipping. Exceptions to DOMESTIC shipping are only for OVERNIGHT orders (weather permitted).

     INCELL ships INTERNATIONAL orders on Monday with an estimated arrival by Friday. If Monday is a national holiday, then the following Monday will be the ship date. Due to world events, industry-wide courier shipping delays and governmental custom procedures, the order may be delayed. INCELL may request your assistance with facilitating the package through the shipment process.

5. Q: What courier will be used to deliver my order?

     A: INCELL uses UPS by default. INCELL will use FedEx or DHL only if the customer provides a courier account number. INCELL will NOT ship via USPS. INCELL will prepay the cost of the shipment and add the cost to the total on the final invoice. You may provide your UPS or FedEx account number and INCELL will ship your order using your account number. No additional shipping fees will be added to the final invoice.

6. Q: What are the temperature requirements for shipping?

     A: Cell Culture media must be kept between 2°C and 8°C; INCELL ships the media with plenty of ice bricks that will keep the media in the required temperature range. Cells must be kept frozen; INCELL ships the cells with enough dry ice to last the duration of the transit time.  For additional information on the specifications of our products, refer to our products tab where you can find all the products INCELL manufactures and their respective product description sheet.

7. Q: Will Quality Documents be sent with my order?

     A: Yes, Certificates of Analysis will be sent free of charge with your order. Safety Data Sheets and Product Description Sheets may be located on our website under the specific product. They may also be made available upon request.

BILLING

8. Q: How long do I have to pay my invoice?

     A: INCELL operates under Net 30 terms. Any payments made after the payment window may be subject to late fees.

9. Q: Can I pay by Credit Card?

A: Yes, INCELL accepts credit card payments from major credit card companies. A secure website link will be included with the final invoice. Through the link, you may pay by credit card or bank account for no additional fee.

     10.  Q: What other payment methods does INCELL accept?

A: INCELL can accept checks drawn from US banks in US dollars and ACH/Wire transfers.

• Note: Customers are responsible for all banking fees associated with ACH/Wire payments and making sure foreign currency equates to the USD total sum.

 

CANCELS & RETURNS

11. Q: How soon do I have to cancel an order?

A: INCELL must be given at least a 24-hour notice prior to shipping that you want to cancel your order.

 

12. Q: What if my order arrives out of conformity?

A: In the event your order arrives out of temperature specifications or is defective, contact INCELL by email or phone immediately. INCELL requires all product concerns to be brought to INCELL’s attention within 48 hours of receipt of product. Provide pictures of any concerns. INCELL will initiate an investigation immediately and will work with you to ensure the product is in good condition for use or offer a replacement.

DISCLAIMERS

Any item deemed unacceptable due to quality assurance issues must be reported to INCELL within 48 hours of receipt. Otherwise, Customer accepts all products as-is.

Failure for Customer to write the correct price on the Purchase Order may result in the invoice total being different than what is written on the Purchase Order. INCELL reserves the right to request a revised Purchase Order that reflects the correct price.

INCELL cannot be bound to the estimated total written on a quote. Estimates are determined from the information the customer provides. Actual shipping fees, custom fees and duties/taxes may vary at the time of shipping.

INCELL does not encourage users to purchase our products from an unauthorized 3^rd party reseller. Please note that if any product issues arise, we cannot warranty our product since INCELL does not know the temperature conditions resellers are keeping the product at nor how they ship the product to others. Please contact INCELL if you need to verify a 3^rd party distributor/reseller.