Shipping & Returns
Shipping Products
CellMosaic can ship products to virtually any address worldwide, as permitted by applicable U.S. laws and regulations. Please note that certain products may be subject to shipping restrictions and may not be available for shipment to some international destinations.
When a customer places an order, CellMosaic will estimate shipping and delivery dates based on product availability. Unless otherwise requested, products are shipped via FedEx Standard Overnight. Temperature-sensitive materials are shipped with cold packs or dry ice, as appropriate. Additional charges for special packaging and handling will apply to hazardous products and materials.
All shipments are insured for FedEx's default coverage amount of $100, unless the customer requests additional insurance.
International orders are generally shipped via FedEx or DHL. Shipping charges and a $25 documentation and handling fee will be added to the invoice. The customer is responsible for all import taxes, customs duties, brokerage fees, and other charges imposed by the destination country.
To facilitate customs clearance and delivery, international customers are encouraged to provide their Tax ID, Value Added Tax (VAT) number, EORI number (if applicable), and FedEx or DHL account number before shipment.
Returns & Refund Policy
Most new, unopened products may be returned within 30 days of delivery for a refund, except for products requiring storage at −20 °C or below.
A 10% restocking fee applies to all product returns. The customer is responsible for return shipping costs. If a return is the result of CellMosaic's error (for example, shipment of an incorrect or defective product), CellMosaic will pay the return shipping costs and will, at its option, replace the product or refund the purchase price.
Refunds are generally issued within four weeks after the returned product is received. This period includes transit time for the returned shipment (typically 5–10 business days), product inspection and processing (3–5 business days), and bank processing of the refund (5–10 business days).
To request a return, please email orders@cellmosaic.com with your order number and the reason for the return or replacement. Once the returned product has been received and processed, CellMosaic will notify you by email.
Replacement Policy for Kit Products
This policy applies to CellMosaic Personalized Conjugation Kits (PerKit™) and other kit products containing multiple individually packaged components with accompanying checklists.
Upon receipt, please carefully inspect all kit components. If any components are missing, incorrect, or physically damaged during shipment, CellMosaic will replace only the affected components.
Product Packaging & Storage Upon Receipt
Most PerKit® products, particularly ADC kits, are supplied in two boxes unless otherwise specified in the user manual. The contents of Box 1 are stable at room temperature for one to two weeks and are shipped with a cold pack to help minimize temperature increases during transit. Please note that this packaging is not intended to maintain refrigerated temperatures throughout shipment, and the contents may arrive at room temperature.
Box 1 is packaged inside a metallized bubble mailer with a cold pack, while Box 2 is packaged separately within the same shipment. Upon receipt, store Box 1 at −20 °C for up to one year. Store Box 2 at 2–8 °C for up to one year. Do not freeze Box 2.
Most reagent products are supplied in a single box unless otherwise specified in the product sheet. These products are generally stable at room temperature for one to two weeks and are shipped with a cold pack to help minimize temperature increases during transit. Please note that this packaging is not intended to maintain refrigerated temperatures throughout shipment, and the product may arrive at room temperature.
The product is packaged inside a metallized bubble mailer with a cold pack. Upon receipt, store the product at −20 °C for up to one year.
Alternative shipping options, including insulated foam containers or dry ice packaging, are available upon request for an additional charge.