Frequently Asked Questions (FAQ)
Welcome to the Biotech Care LLC Help Center. Below are answers to our most common questions about ordering, products, shipping, and support. Can’t find what you need? Contact our team for personalized assistance.
🛒 Ordering & Account
How do I place an order?
You can order directly through our website, by emailing your purchase order to care@biotechcarellc.com, or by calling our sales team at +1 (512) 880 3331
. Online account registration is recommended for faster reordering and tracking.
Do you offer volume or institutional discounts?
Yes. We provide custom pricing for bulk orders, core facilities, and long-term supply agreements. Please contact your dedicated sales representative or email care@biotechcarellc.com to discuss your needs.
Can I get a quote or proforma invoice?
Absolutely. Add items to your cart online and select “Request Quote” at checkout, or contact our sales team directly. Quotes are typically provided within 1 business day and are valid for 30 days.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), bank/wire transfers, and approved purchase orders from established institutions. Net-30 terms are available for qualified accounts.
How do I create a business account?
Click “Register” on our website or contact our sales department. You’ll need to provide your institutional/organization details for verification to access contract pricing and terms.
📦 Shipping & Delivery
How long will it take to process and ship my order?
Standard orders are processed within 1-2 business days. Shipment times depend on your chosen service level and destination. You will receive a tracking email as soon as your order ships.
Do you ship internationally?
Yes, we ship worldwide via FedEx, UPS, and DHL. International customers are responsible for all customs duties, taxes, and import fees. Please ensure your institution can receive biological materials before ordering.
What are my shipping options and costs?
Shipping costs are calculated in real-time at checkout based on weight, destination, and service level. We offer free standard ground shipping on orders over $500 within the continental U.S.
How do you handle temperature-sensitive products?
Critical reagents are shipped with industry-standard cold-chain packaging (gel packs, dry ice in insulated containers). Temperature data loggers are available upon request. You must inspect the shipment and monitor immediately upon receipt.
What if my package is damaged or lost?
Please inspect your package upon delivery. Report any visible damage to the carrier at the time of delivery and contact our shipping department at care@biotechcarellc.com within 48 hours with photos and details.
🧪 Products & Usage
Are your products for Research Use Only (RUO)?
Unless explicitly stated otherwise (e.g., labeled “For IVD Use” or “GMP”), all our products are for Research Use Only (RUO). They are not intended for diagnostic, therapeutic, or clinical use in humans or animals.
Where can I find a Certificate of Analysis (CoA) or Safety Data Sheet (SDS)?
Registered users can download current CoAs and SDSs directly from the product page on our website. You can also request them by emailing care@biotechcarellc.com with the product catalog number and lot number.
What is your product warranty?
We warrant that our products will conform to their published specifications at the time of shipment. Please see our full Terms & Conditions for details. This warranty does not cover products that have been improperly stored, handled, or used.
Can I request a custom formulation or bulk specification?
Yes. Our R&D and manufacturing teams can work with you on custom solutions, bulk formulations, and specialized packaging. Please contact custom@biotechcarellc.com to initiate a discussion.
How should I store my products upon arrival?
Storage conditions are clearly listed on each product’s label and datasheet. It is the customer’s responsibility to store products appropriately immediately upon receipt. Most reagents require storage at -20°C or 4°C.
↩️ Returns & Refunds
What is your return policy?
We accept returns of unopened, unused products in their original packaging within 30 days of delivery with a valid Return Authorization (RMA). Please review our full Refund Policy for details and exclusions (e.g., custom products, opened consumables).
How do I request a return or exchange?
- Contact care@biotechcarellc.com for an RMA number.
- Securely pack the items with the RMA visible.
- Ship to the address we provide. Return shipping is the customer’s responsibility unless the return is due to our error.
What if I received a defective or incorrect item?
Contact us immediately (within 7 days of receipt) at care@biotechcarellc.com. We will arrange a prepaid return label and expedite a replacement at no cost to you.
🛠️ Technical & Customer Support
Who can I contact for technical or application questions?
Our experienced scientists are here to help. Email care@biotechcarellc.com or call +1 (512) 880 3331
. Please have your product catalog number, lot number, and experimental details ready.
Do you provide product use protocols or troubleshooting guides?
Yes. Many product pages include detailed protocols and application notes. You can also request specific guidance from our technical support team.
How can I report an adverse event or product performance issue?
Your feedback is vital. Please report any performance concerns or adverse events via our Quality Feedback Form on the website or by emailing care@biotechcarellc.com. We investigate all reports promptly.
How do I update my account or contact information?
Log into your account on our website to update your profile, shipping addresses, and communication preferences.
🔒 Compliance & Legal
Are your products compliant with export regulations?
Yes, we adhere to all U.S. export control laws (EAR, ITAR where applicable). International customers are responsible for ensuring compliance with their country’s import regulations for biological materials.
Do you have quality certifications?
Biotech Care LLC operates under a Quality Management System. Specific certifications (e.g., ISO) are available upon request by contacting care@biotechcarellc.com.
Where can I find your legal terms?
Our full legal terms are available on our website:
Still Have Questions?
Our team is ready to assist you.
General Inquiries: care@biotechcarellc.com
Order & Shipping: care@biotechcarellc.com
Technical Support: care@biotechcarellc.com
Phone: +1 (512) 880 3331
Hours: Monday-Friday, 8:00 AM – 6:00 PM EST