Understanding the global nature of our customers, our website incorporates full multi-currency functionality. By selecting your preferred currency from the drop-down list available at the top, left-hand corner of all product pages you will receive real-time conversion of product prices from USD (the default currency) to your selected currency. This will allow you to generate eQuotes or make orders fully in your own preferred currency. We invoice in multiple currencies to complement this system. At the moment, settlement by credit card is currently limited to US dollars, Canadian dollars (NEW), Euros, Pounds Sterling or Japanese Yen.

Our policy on Returns or Missing or Damaged Merchandise

If you need to return an item, please notify customer service within 14 days of receiving goods for authorization. Please include your order number. 

We do everything in our power to make certain you receive your order promptly and in good condition. Nevertheless, sometimes problems can occur. Please check your order as soon as it arrives. If you discover missing or damaged merchandise contact customer service within 14 days of receiving goods and we will give you instructions concerning a replacement.

Do you have a catalog that can be sent to me?

Yes. We can email our catalog to you (pdf file) if you like or you can simply download our most recent catalog from the bottom of the products page.

How may I contact you?

By phone, fax or email or by internet chat at certain times. Click here.

Upon placing an order how long does it take to receive my products?

Your order begins being processed almost immediately after you receive your order number from this e-commerce site and we aim to have your products to you within 7 working days of you placing your order (gene probes, decoys, riboprobe templates, rAVE reporter gene vectors) . Custom rAVE vectors will be delivered within 3-4 weeks.

I work in a commercially sensitive IP environment. How is the confidentiality of my relationship maintained?

We maintain our database of customer purchases in a highly secure environment. We will never disclose this information to third parties. All employees have signed Confidentiality Disclosure agreements (CDA). We are happy to sign your companies CDA on request before working with you.

In what currency are the prices on the site?

Prices can be shown in ALL currencies. Prices are originally shown in US dollars (the default currency) unless you select your preferred currency from the drop- down list available at the top, left-hand corner of all product pages. Once you have selected your currency, prices will be converted in real-time to your chosen currency. We are able to invoice you in your own currency. 

Do you accept international orders?

Yes. World wide orders are accepted although customers in China, Japan, Singapore and Austria should contact their local distributors to make an order. We can ship to any country worldwide using our network of customs agents and brokers.

My laboratory has a credit card but institutional policy prevents me from sending credit card details over the internet. What should I do?

Increasingly laboratories both in a commercial and academic/government environment are using credit cards for small purchases. While we use state of the art security features to protect your financial information we understand that we can not influence your institutional policy. In this case we suggest you Fax through your credit card details. Our Fax number is 1-305-723-0628 (US orders) or +64-9-353-1320 (World-wide and Asia Pacific Orders).

Details required.

#1Card number/type of card

#2 Security code (see below for explanation)
The card security code is a unique three or four-digit number printed on your debit/credit card. This number is not embossed on the card and hence not printed on receipts - making it difficult for anyone other than the genuine cardholder, to know it. Some card issuers refer to this number as the 'Card Security Code' others as the 'personal security code' and others as 'Card Verification Value'. Some cards, many UK-issued cards for example, have a three-digit number printed at the top of the signature strip on the reverse of the card. Others, American Express cards for example, have a four-digit number printed on the front of the card, above the account number.

#3 Valid from (month/year - optional)

#4 Expiry Date (month/year)

#5 Issue Number (Switch/Solo only)

#6 Cardholder's Name

#7 Billing Address
Please enter the address to which your card statement is currently sent. It is essential that you keep your Card Issuer informed of any changes of address. Your billing address must match the address held by your Card Issuer exactly.

What scientific and technical support do you offer with your products?

As experts in the field for the products we offer for sale we are able to offer full support for all of your scientific and technical questions. We guarantee a reply to any question WITHIN 24 hours at the latest. We strongly encourage you to email your scientific and technical questions to us. Our contact details are here. In many cases we can modify protocols or suggest alternative reagent suppliers to ensure your success with your experiments. Please download optimized laboratory protocols from our protocols page. 

What do I get when I order an oligonucleotide probe pack?

Our GeneDetect^TM oligonucleotide probe pack contains three single stranded oligonucleotide probes in sufficient quantities that allow for thousands of hybridization experiments to be performed. The quantities of probes supplied allows for the addition of competition studies with labeled and excess unlabeled probes into your experiments to distinguish between specific versus non-specific binding. The probe pack contains 

1. an antisense (complementary) probe to the gene of interest, 

2. its sense (control) companion and 

3. a poly d(T) probe that allows you to confirm the quality of the mRNA in your sample. 

You will also receive full probe sequence information which is included in the Product Specification Sheet, copies of up to three journal articles that have characterized and used the probe, GeneDetect.com protocol sheets and relevant GenBank FASTA/BLAST printouts. You are also eligible for full technical support from our resident expert scientists to ensure successful use of the probe with your experiments.  

How can I get free products?

We are interested in hearing of any publications that cite our products. By sending us your published article or alternatively proof of acceptance for publication of your manuscript we will credit your account with US$100 per article. The credit will last for two years from the date of credit. This amount is to be used solely to fund further purchases from this company. Funds will NOT be credited back to your company or institution under any circumstances. To qualify your manuscript must include our website address immediately after the description of our product. For example, "the Smad-2 probe was purchased from http://www.GeneDetect.com".

Why must I have cookies enabled on my browser when using this site?

Cookies are required to allow the "shopping basket" software to work. Almost all sophisticated shopping basket software on e-commerce sites requires the use of a cookie. Basically the cookie we deposit on your computer temporarily stores the contents of your shopping basket while you browse and shop with us. If you use our site without cookies you may find in certain situations that the "contents of your basket" are lost half way through your shopping experience. Our cookies are not stored permanently on your hard drive, rather they are removed when your shopping session is left unattended for 60 minutes or when your browser closes. Click here for a more in depth explanation of cookies.

Why am I having problems using this site?

While there may be many reasons, the most likely is that you are either using an older browser or a newer browser with Javascript and/or cookies turned off. Please make sure you have both Javascript and Cookies turned on. If you have continuing problems please contact us for assistance. 

Why am I having problems accessing your site with Netscape 6.0 or 6.1?

Netscape 6.0 and 6.1 have known compatibility problems with many websites. Please upgrade your browser to Netscape version 6.2 or higher.

What are the benefits of setting up a Customer Account?

One benefit of setting up an account is that each time you purchase products from us you only have to login to your account before checkout instead of having to re-enter all of your shipping and billing details every time. Another benefit is that with your own customer account you will be able to utilize the functionality of our eQuote system which allows you to generate and save quotes. That is, you are able to save your "baskets" as "Quotes". Therefore you can browse the site selecting products and when you go to checkout you can decide to save the basket (with its calculated total price including shipping and tax if applicable) as a quote from us to you. This quote can be accessed at any time by logging into your account and can be printed out and used to obtain a Purchase Order number from your institution. When you have obtained your purchase order, you can login to your account, select the quote and proceed to checkout and payment. Note: Quotes are only valid for 3 months from the date they are made. 

Setting up an account takes about 5 minutes and you do not need to contact our staff to do it. All of your account information can be modified and updated at a later date by logging into your account.  

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