Shipping & Returns
Shipping Product
CellMosaic can ship product to virtually 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.
When a customer places an order, CellMosaic will estimate shipping and delivery dates based on the availability of the product. By default, all products will be shipped by FedEx standard overnight. Sensitive materials will be packed with cold packs or dry ice. For hazardous products and materials, additional charges for special packaging and handling will be added to the invoice. All product shipped will be insured for the default $100 value by FedEx, unless otherwise specified by the Customer.
All international orders will be shipped via FedEx or DHL. Shipping charges and A $25 documentation and handling fee will be added to the invoice. The Customer will be responsible for any import taxes, customs duties, and/or fees imposed by the destination country. For fast clearance and delivery, all international Customers are asked to supply their tax ID, value added tax identification (VAT) number, or EORI number, and their FedEx or DHL account number prior to shipment.
Returns Policy for Product
You may return most new, unopened items within 30 days of delivery for a refund, except for product that needs to be stored at -20 °C or below. A 10% restocking fee will apply to all product returns. Customer will pay the shipping cost for any returned products. 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).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
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. We'll notify you via e-mail of your refund once we've received and processed the returned item. You can also email orders@cellmosaic.com with the order number and the reason for the return or replacement.