Order Related Questions
You will be able to find most of the information under the tab “How to Order”. If you cannot find the information you need, you can email us or read the Frequently Asked Questions below.
How do I place an order?
You can order online directly from the page for the product or service you wish to purchase. You can also place an order by emailing the order information to orders@cellmosaic.com. In your email, please include your payment details (purchase order or credit card), shipping address, billing address, contact information (name, email, phone number), and product details (CAT#, description, quantity, etc.).
If you have tax exemption certification and would like your order to be processed as nontaxable, please provide a copy of your certification when placing your order.
What type of payment methods do you accept?
We accept credit cards or purchase orders (payment via check, ACH, or wire transfer). Credit cards that are accepted for purchase order (PO) payment with a net 30-day payment term will have a 3% credit card transaction fee. International wire transfer may incur a wire transfer transaction fee.
If you have never placed an order with us before and would like to place an order using a PO, please reach out to orders@cellmosaic.com with your company's shipping address, billing address, W9 form (or tax identification (VAT) number if your company is outside the US), and three trade references in the United States (name, address, phone number).
Can you ship orders outside of the US?
We can ship products to any address in the world as allowed by US policy and laws. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
All international orders will be shipped via FedEx. For fast clearance and delivery, we ask all international customers to supply their tax ID or VAT number and FedEx account number prior to shipment if they have an account. If no account is supplied, we will use our own account for the customs and duty fees and then invoice these charges back to the customer. In any case, the customer will be responsible for any import taxes, customs duties, and/or fees imposed by the destination country.
We also have distributors worldwide who can help you place orders with us. Please visit our Distributors page to view the complete list of our certified distributors. If you are pursuing a custom bioconjugation project, please contact us directly at info@cellmosaic.com with the details of your project.
Do you ship orders to residential addresses?
We do not ship to residential addresses. Please provide a company address when placing an order. If you are worried about a package being delivered, we can send the package directly to a FedEx location for pickup.
Do you sell to individuals?
No, we do not sell products and services to any individual. We understand that some customers may still be in the process of forming a company. Please wait until your company is established before you can place the order. We will need your company’s W9 form.
Can I use my personal email account?
You may use your personal email address for inquiring about the products and services if you have an established company. But we will need the company’s email address to place the order. Some companies may use Gmail as their default company’s address, that is OK.
Do you ship orders to residential addresses?
We do not ship to residential addresses. Please provide a company address when placing an order. If you are worried about a package being delivered, we can send the package directly to a FedEx location for pickup.
Do you sell to individuals?
No, we do not sell products and services to any individual. We understand that some customers may still be in the process of forming a company. Please wait until your company is established before you place the order. We will need your company’s W9 form.
Can I use my personal email account?
You may use your personal email address for inquiring about the products and services if you have an established company. However, we will need the company’s email address to place the order. Some companies may use Gmail as their default company’s address, which is acceptable.
How do I tell if a product is in stock?
On each individual product page there is a field titled Availability. The availability will state whether the product is in stock, and if not in stock, what the expected lead time is for ordering the product.
If you have any questions about a specific product’s availability either call us at 781-463-0002 or email us at info@cellmosaic.com.
When can I expect to receive confirmation of an order after placing it?
If you place an order via our website, you should receive an automatically generated confirmation within 30 min of placing the order. If you do not receive an email, your email address may have been entered wrong, please reach out to orders@cellmosaic.com.
If you placed your order via email/purchase order, you should receive an order confirmation within 1 business day.
When should I order from a distributor?
We can ship virtually anywhere in the world; however, customers do still need to participate in the customs clearance process. If you believe that your company may have some issues with the import or customs process, we suggest looking at our international distributors.
Can I return products?
Customers may return most new, unopened product within 30 days of delivery for a refund. If the product return is a result of CellMosaic’s error (for example Customer received an incorrect or defective product), CellMosaic will pay the return shipping costs and will replace or refund the cost of the product(s). Otherwise, the Customer will pay the shipping cost. Depending on the return scenario, a 10% restocking fee may apply.
Refunds will be issued within four (4) weeks of CellMosaic’s receipt of the product. In some cases, additional bank processing time and US holidays may affect the four-week timeframe.
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. If your order was placed via email, you can email orders@cellmosaic.com with the order number and the reason for the return or replacement. We'll notify you via email of your refund once we've received and processed the returned item.
Some of the items in the kit got damaged during shipment, can I get a replacement for those items?
Yes. CellMosaic's PerKit™ or other kit products contain multiple items. These items are packed individually with primary and/or secondary containers to prevent any cross contamination in case of any damage. Check list(s) are also included in the kit. One or a few items that got damaged will not affect the performance of other items.
If one or more items are missing, incorrect, or physically damaged during transportation, CellMosaic will replace those items only, not the entire kit.
If you need a replacement, you can email orders@cellmosaic.com with the order number, the reason for the replacement, and the items that need to be replaced (preferably with a picture of the damaged items). We'll notify you via e-mail of your replacement and process the replacement item. The replacement time will depend on the stock of these items.
Who should I contact with questions about my order?
You can email orders@cellmosaic.com with your order number. Someone will reach out to you via email or phone. For immediate questions, you can call 781-463-0002 during our normal business hours.
Where can I find information on the solubility and recommended use of the product I ordered?
The product you ordered has an associated COA and product information sheet, which you can find on the CellMosaic® website. The suggested use information and/or solubility will be found there.
If you cannot find the information you need, please email orders@cellmosaic.com with your order number. Someone will reach out to you via email or phone to discuss.