Contact
Customer Service
Do you have any questions
regarding your order? Need to change something about your order you have
placed? Can not find your answer using our web site's self-service
features? Please contact our customer service as follows:
E-mail: info@biochain.com
Tel: 888-762-2568
510-783-8588
Fax: 510-783-5386
Registration
& Login
Why should I register?
Once registered, you can:
1. Order online
2. Save billing and shipping addresses with your profile.
3. View your online order history.
4. Receive e-mail confirmation of online orders and order status.
5. Participate in Biochain Credit Points program (US customers only).
How do I register?
Direct Link: http://www.biochain.com/login.aspx
You may access registration through the login screen by clicking Not
Registered? Register here.
On the registration screen, you will fill in a username and password and
some basic profile information including name, e-mail address,
institution/company and country.
I forgot my password.
Go to the login screen. You will see a
link below the username and password fields that says, Forget
your password. Click here. Click this link, enter your username
and we'll e-mail your password to you.
I forget my username.
Please call customer service at 888-762-2568 for assistance in getting the
customer's username. Please let us know your contact information (full
name, phone, and e-mail) when you call.
I cannot register sucessfully.
It could be possible that your address information is longer than the
USPS specified address length. Kindly use http://maps.yahoo.com
or any map tool to find shortcuts to reduce the length of the address.
Example: Boulevard to Blvd.
View
Product Information
First
you will need to browse or search for the items. Keyword search boxes are
located on every page of BioChain web site. When you find an item that
interests you, you can view the following product information:
Product
Price
Product prices can only be viewed when you choose “United States” and
click “view price” button. All
product prices listed on biochain.com are only valid within the United
States.
Availability of Products
The availability of products can only be viewed when you choose “United
States” and click "view price" button. In “In Stock”
column, green button 
indicates the item is in stock, yellow button 
indicates
the item is low in stock, and red button
indicates the item is
currently unavailable. The availability of products indicates the
conditions in the United States only.
Certificate of Analysis (COA)
You can click the catalog number (Cat.#) to view the certificate of
analysis of the product.
Material Safety Data Sheet (MSDS)
MSDS can be viewed in more information page. Click “More” of the
individual product and then click “MSDS” to view MSDS.
Data Sheet
Donor Information and lot number are included in the data sheet of each
category. Go to http://www.biochain.com/biochain/shop1.aspx,
click a category and then click “Reference” on the left side of the
page to view data sheet.
Details
You can view the following information by clicking “Details”:
Array: Detailed diagram and spot information
Blot: Detailed diagram information
Panel: Combination of product information
Ordering
1. Standard Products
Find Items
First you will need to browse or search for the items you would like to
order. Keyword search boxes are located on every page of our web site.
When you find an item that interests you, click the catalog number of the
item and more information link to see its product details.
Note: All product prices listed at biochain.com are only valid within the
United States. Please contact Biochain distributor in your country for
prices if you are outside of the United States.
Adding Items to Your Shopping Cart
If you want to order an item from Biochain.com, click the
"Shopping Cart" button 
next to the product catalog number. Once you've added an item to your
Shopping Cart, use the top navigation bar or the "Continue
shopping" button to keep searching or browsing until your cart
contains all of the items you want to order. You can access the contents
of your shopping cart at any time by clicking the Shopping Cart icon at
the top of every page of our Web site.
Proceed to Checkout
Take a moment to review all of the items you've placed in your
Shopping Cart. If you decide that you don't want to purchase a particular
item, click the "remove" button to remove the item from your
shopping cart. Remember to click "update cart" before you check
out. When you're ready to place an order for everything, click the
"Proceed to checkout" button. You will be taken to the login
page to sign in before going to the order form page. In the order form
page, fill in billing, shipping and payment information.
Review and Submit Your Order
Check the accuracy of the information you provided and make any necessary
adjustments. When you are ready, click the View Complete Order button to
submit your order. Once you place your order, we will send you a
confirmation e-mail message. You can check your order status from your
account.
Order from a country where Biochain does not have a distributor
If you order from a country where we do not have a distributor, you should
choose the United States as country. Please note that all product prices
are in U.S. dollars and can only be paid with U.S. dollars.
2. Custom Designed Products
You can fill in and
submit Custom Designed Product Form to order our custom designed products.
Go to http://www.biochain.com/biochain/CDPForm.aspx,
fill in your product requirements, and click Submit button. We will
contact you for a quotation of the product.
3. Custom Designed Service
If
you want to order custom designed products, you can first let us know your
detailed requirements by filling in and submitting a Custom Designed
Service Form. There are five forms for you to choose:
- Immunohistochemistry
Service Request Form (IHC Request Form)
- In
Situ Hybridization Service Request Form (ISH Request Form)
- Molecular
Biology Service Request Form
- Monoclonal
Antibody Request Form
- Recombinant
Protein Request Form
Click
any form at www.biochain.com/biochain/Products%20and%20Services/CustomService.htm,
fill in the form and click Submit button to submit the form. We will
contact you later for a quotation of the product.
Payment
Methods
Biochain.com accepts credit card
(Visa, MasterCard, or American Express), check, P.O., or money wire
denominated in U.S. dollars and drawn on a U.S. bank. We do not currently
accept other kind of Payment Methods.
Money Wire
If you choose payment method as wire, please provide us the following
information:
a. Fill in the bank name you will wire your payment from
in Bank and Branch in checkout page.
b. Please e-mail info@biochain.com to request money wire information.
Please provide your order id with your request. You will see the assigned
order id as soon as you place the order.
You do not need to fill in Check/P.O. Number, Issue Date, and Customer
Account #. Please note that the shipment will be made after money is
received.
Purchase Order (P.O.)
If you choose payment method as P.O., please fill in the following
information in checkout page:
P.O. Number: Number assigned by the payment
department of your institution.
Terms: Net 30 days.
Issue Date: The date Biochain assigned the
Customer Account Number to your institution.
Customer Account Number: Number assigned to your
institution by Biochain.
For the first time order, please fax to 510-783-5386 three trade
references, your bank information, and the contact information of the
account payable (name, phone, fax, e-mail). Please provide your order id
with the information. (You will see the assigned order id as soon as you
place the order.)
Check
If you choose payment method as check, please fill in the following
information in checkout page:
Check Number:
Number on your check.
Bank and Branch: The bank and branch which
issued the check.
Issue Date: The date the check is signed.
You do not need to fill in Customer Account Number. Please
mail your check to the following address:
Biochain Institute, Inc.
3505-3507 Breakwater Ave,
Hayward, CA 94545
USA
Shipment will be made after the check is cleared. (Approx. 15 days).
Please write your order id on the check. You will see the order id after
you have placed the order.
Shipping
Delivery
Normally items will be shipped via Federal Express overnight
service. Back order items may take a few days to a few weeks before that
item is in our stock. Please log in and click order view to check if the
order has been shipped.
Tracking Your
Package
The tracking number of your order will be displayed in your account after
we shipped your order. Please log in and click Order View to see your
order status.
If you have a tracking or delivery confirmation number, follow the links
below for more information.
FedEx
Package Tracking: http://www.fedex.com/us
Phone: 1-800-463-3339
Review
Your Orders
You can review the status of any
order you have placed via Your Account. Ensure you are logged in and click
the Order View link. You will be able to review order number, product
catalog number, price, product name, and your order status. There are five
possible status message for each order:
New Order: Order
has not entered processing yet.
Under Processing: We've received
the order and are processing it.
Backorder: Product is on
backorder.
Shipped: We've received the
order, processed it and it's been shipped.
Closed: Order has been completed.
Cancel: Order has been canceled.
Credit
Points Program
You need to register
to participate in BioChain Credit Points Program.
View Your Current Points
Log on and then click “View Current Points” on the top of the page
to view your current points.
Redeem Your
Points
After you have ordered
online, log on and click “View Current Points” to check how
many points you have accumulated. Choose
from merchandise that is of equal or lesser value than your accumulated
points and then click the "Reimburse Points" button to
redeem your points. The gift you have ordered will be delivered within 6
to 8 weeks.
If you select BioChain Coupon, you will receive an e-mail with your coupon
number. The coupon is
redeemable on your next purchase from BioChain. Limit one coupon per
order.
This program is for
USA customers only.
Promotions
View
What Products are on Promotion
Go
to http://www.biochain.com/biochain/Promotion/Productspromotion.htm
to view what products are on promotion. Click product links to view
detailed product introduction.
View
Promotion Price
when
you find the item interests you by either browsing or searching the web
site, you can view the product promotion price next to the product list
price if the item is on promotion.
Returns and Credits
Products may not be returned without proper authorization by the Biochain Technical Service Department.
Due to the temperature sensitivity of our products, we are unable to restock and resell returned goods if the
products have been used by customers already. All goods returned due to customer ordering error are subject
to a 25% restocking fee. In order to receive credit, the products must be returned in their original, intact
condition at your expense. Biochain reserves the right to change our return policy without notice.
Please visit our website at www.biochain.com for details.
Conditions and Warranty
Biochain’s products are warranted to meet our product specifications in effect at the time of shipment.
Notice of nonconforming products must be made to Biochain’s Customer Service Department within 30 days
of your receipt of the products. If Biochain does not receive your notice within the 30 day applicable time limit,
Biochain will deem the products to have been accepted. This product warranty limits Biochain's liability to the
replacement of the product only.
ISO Registration
At Biochain, we use a quality management system to help us identify and meet customer needs.
ISO 9001 is a process-based quality management system that has been adopted by many countries around
the world to improve and maintain the reliability and quality of products. These standards are developed and
maintained by the international Organization for Standardization, and they apply to many industries, including
life science reagent and solution suppliers. We are in the process of registering our quality system to certify
our conformance to the ISO 9001 standard in 2008. We will release our ISO 9001 certificate at our website
after the registration is completed.
Security
& Privacy
Search
Tips
You can search the items you are
interested by inputting search keywords in keyword search box and then
clicking "Search" button. Keyword search boxes are located on
every page of our web site. Add more search keywords to narrow down your
search.
Search is available in two types 1) All Words 2) Any Words
All
Words:
If search for more than one word, All Words or Any Words will produce
different results. For Example, if you search for mRNA Array,
you will get results as mRNA AND Array. That is, results
with only mRNA and Array will come
up.
Any
Words:
If search for more than one word, Any Words will produce more results than
All Words. For Example, if you serach for mRNA Array, you
will get results as mRNA OR Array. That is, results containing
either mRNA or Array will be
returned.
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