Customer Service

If you have a question that is not answered in the FAQs listed here, please contact us at 617-981-4208, Mon-Fri. 9:00 AM -4:00 PM EST or email us at support@cellariabio.com.

My Account & Orders
Product Information
Ordering Products
Invoicing
Returns & Refunds
Shipping
Terms and Conditions of Sale
Privacy Policy
Contact Us

 

My Account & Orders

How do I register and create an account?

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How do I change my password?

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Ordering Products

How do I place an order?

Orders can be placed through our website at www.cellariabio.com.  Please review our Terms and Conditions of Sale.

Orders can also be placed by email at support@cellariabio.com, via phone by contacting us at 617-981-4208, Mon.-Fri., 9:00 AM- 4:00 PM EST or via Fax at 978-359-0351.

What are my payment options?
  • We accept all major credit cards.
  • Wire transfers
  • Purchase Orders
Where is my order?

Please contact customer service at 617-981-4208 or email us at support@cellariabio.com.

How can I reorder an item from the same lot?

Please contact customer service at 617-981-4208 for further details, with the lot# and product# on hand.

How do I report an issue with my order?

To report an issue with your order please call Customer Service at 617-981-4208, Mon.-Fri., 9 a.m. – 4 p.m. EST or email support@cellariabio.com.

What is your back-order policy?

Products placed on backorder will be charged when shipped. Notification of backorder will be provided within 24 hours of order placement. Back ordered items will be shipped at first availability.

Who is my local distributor for orders outside the United States?
  1. Distributor in the UK for Europe
  2. Distributor in Singapore for Asia
  3. Potential Distributor in Germany for Europe

Invoicing

How do I request a copy of my invoice?

Please send an inquiry to support@cellariabio.com with the order number or PO number.

How do I report an issue or discrepancy with my invoice, including product, shipping, and handling charges?

Please send an inquiry to support@cellariabio.com with the order number or PO number.

What are your pricing and payment terms?

All prices are subject to change without notice. Payment terms are net thirty (30) days from receipt of invoice. If paying by credit card, you are charged at the time your order is placed online. Products placed on back order will be charged when shipped. If you place an order and fail to fulfill the terms of payment, Cellaria may without prejudice to any other lawful remedy defer further shipments and/or cancel any order. You shall be liable to Cellaria for all costs and fees, including attorneys’ fees, which Cellaria may reasonably incur in any actions to collect on your overdue account. Cellaria does not agree to, and is not bound by, any other terms or conditions such as terms in a purchase order that has not been expressly agreed to in writing signed by a duly authorized officer of Cellaria.

What sales tax will be applied to my order?

You are solely responsible for any applicable sales, use, or similar tax and agree to indemnify Cellaria for any such tax if not properly paid by you. Sales tax will be added when shipping to jurisdictions where Cellaria is responsible for collecting sales tax unless the receiving party has exempt information on file with Cellaria. If you feel that your account is not setup properly please contact your sales representative.

Returns & Refunds

What is your Return Policy?

Upon your receipt of goods shipped hereunder, you shall inspect the goods and notify our Customer Services Department of any claims for shortages, defects or damages. If you fail to so notify us within five (5) days after you receive the goods, the goods shall conclusively be deemed to conform to these Conditions and to have been irrevocably accepted by you. Authorization for all product returns must be approved by our Customer Services Department and a return authorization number given to you prior to the return of goods. Items authorized for return must arrive at our facilities in a state satisfactory for resale to be eligible for product credit. A restocking charge of 25% shall be charged on returns that are not the result of any error or fault of ours. Shipping charges will not be credited. Goods may not be returned for credit after thirty (30) days after your receipt of the goods.

What is your Refund Policy?

If an error by Cellaria results in shipment of an incorrect order, Cellaria will, at its sole option, either ship a replacement order at no charge or credit your account for the purchase price of the original product shipped in error plus shipping charges. If an error by you results in the shipment of an incorrect order and is reported to Cellaria within ten (10) days, you may obtain a Return Authorization and return the product(s) for Partial Credit. At our discretion, we may issue a product credit or refund for the product value and shipping charges. No product credit shall be available for use if a past due balance is outstanding on the account. Any product credit not used within six months of the date of issue shall expire.

Shipping

What is your Shipping Policy?

Shipping and handling costs are prepaid and added to the invoice. Shipping and handling costs will be charged only on the first shipment in situations where an order contains back ordered products. Cellaria reserves the right to select the packaging and shipping method for your order, which will ensure the stability of the product and also efficient tracing. Domestic orders will normally be shipped by overnight air express on the indicated date. The indicated date is an estimate only, and Cellaria shall not be liable for a delay in shipping. Any damage during shipment is covered by the warranty provided in these Terms and Conditions. For international orders, title to the goods passes in the United States when the goods are placed with the shipper. For all orders, the risk of loss of the goods passes when the goods are placed with the shipper.

How are domestic orders shipped?
  • All orders are shipped via Fedex Priority Overnight.
  • Basal Media is shipped on cold packs while media supplements are shipped on dry ice. Cell Models are also shipped on dry ice.
How are international orders shipped?
  • All orders are shipped via Fedex International Priority
  • Basal Media is shipped on cold packs while media supplements are shipped on dry ice. Cell Models are also shipped on dry ice.
  • Due to customs regulations, please ensure the proper VAT (Value After Tax) number is provided to Cellaria for any international orders. This can be provided at the time of checkout.
  • Any relevant permits for importation. As regulations are country specific, this may be determined on a case by case basis.
How are shipping costs determined?

Shipping costs are prepaid and added to the invoice. Shipping charges are determined based on shipment weight and distance. Please contact customer service at 617-981-4208 for further details.

Terms and Conditions of Sale

Privacy Policy

Privacy Policy

Contact Us

Phone: 617-981-4208

Fax: 978-359-0351

Email: support@cellariabio.com

Website Feedback: feedback@cellariabio.com

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