Frequently asked questions
Ordering, terms, shipping and returns — answered plainly. If your question is not here, ask us and we will add it.
Is there a minimum order?
No. We will ship a single pack of tubes as readily as a pallet of gloves. There is no minimum order value, no annual commitment and no account fee.
How do I get a quote?
Add items to your cart and submit it as a quote request, or send us a list, a past invoice or a competitor quote through the contact form. We price line by line with real freight and lead times, usually the same business day and always within one.
Why do you quote instead of taking payment online?
Laboratory orders vary in freight, pack size, hazard class and lead time, and a checkout total that ignores those is usually wrong. Quoting by hand means the number you approve is the number you are invoiced. It also means your institution can raise a purchase order against a real document.
What payment terms do you offer?
New accounts start on pro-forma terms — the order is confirmed and dispatched once payment clears. Net 30 is available on approved credit, which typically needs a completed credit application and two trade references.
Do you accept purchase orders?
Yes. Send a PO referencing your quote number and we will confirm allocation the same business day. The PO number appears on the invoice and the packing list.
How fast do orders ship?
Stocked items dispatch in 24 to 48 hours from order confirmation. Anything with a longer lead time says so on the product page and is confirmed again at quote. Every shipment is tracked and tracking is emailed on dispatch.
How do you handle cold-chain items?
Temperature-controlled items ship in validated packouts with pre-conditioned refrigerant, rated for up to 48 hours at 2–8 °C on a summer profile. Single-use USB temperature logging is available on request, so an excursion is something you can prove or rule out rather than argue about.
Can I get a certificate of analysis?
Yes, for products supplied with lot documentation — ask when you order and we will attach the CoA for the specific lot allocated to you. If an item does not carry lot documentation we will tell you plainly rather than send something generic.
What is your returns policy?
Unopened, undamaged stock items in original packaging can be returned within 30 days — contact us first so the shipment is logged and inspected on arrival. Custom, special-order and cold-chain items are non-returnable once dispatched, because their storage history cannot be verified after they leave our control.
Something arrived damaged or short. What now?
Report it within five business days of delivery and we replace or credit in full, and we handle the carrier claim ourselves. You should not be spending your afternoon on a freight dispute.
Do you ship internationally?
Not currently. We ship to all fifty United States, including Alaska and Hawaii. Hazardous-classified reagents and solvents are ground-only and this is flagged on the product page and at quote.
Can you complete our vendor forms?
Yes. W-9s, certificates of insurance and supplier questionnaires get completed and returned rather than answered with a portal link. Send them with your first quote request.
What if you do not stock what I need?
Ask anyway. What is on the website is a fraction of what we source, and if we cannot get something at a sensible price or lead time we will say so instead of quoting you a date we cannot hold.
Still stuck?
Email support@cellvitaresearch.com or send us the question. Same business day, from someone who knows the products.