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:
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 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 揑n 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 Support >>MSDS.
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 deference?on the left side of the page to view data sheet.
You can view the following information by clicking details?
Array: Detailed diagram and spot information
Blot: Detailed diagram information
Panel: Combination of product information
1. Standard Products
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.
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.
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 email@example.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.
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.)
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.
3517 Breakwater Ave,
Hayward, CA 94545
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.
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.
Package Tracking: http://www.fedex.com/us
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 揤iew 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.
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 products are warranted to meet our product specifications in effect at the time of shipment. Notice of nonconforming products must be made to BioChain 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.
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 have pursued this standard since 2008 and have been recertified consistently.
ISO 13485 is another internationally recognized standard that specifies requirements for a quality management system for medical device manufacture and related services. We have obtained this standard since 2013. The certification of ISO 13485 further establishes our assurance to meet customer and applicable regulatory requirements. Certification and recertification of these two doctrines (ISO 9001, and 13485) demonstrates BioChain’s proven commitment to quality through an internationally recognized standard.
Link to the copies of these certificates: http://www.biochain.com/cms/index/title?id=46
Security & Privacy
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
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.
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.