Contact Customer Servicex
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 & Loginx
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: https://www.biochain.com/account/
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 successfully.
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 Informationx
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 www.biochain.com are only valid within the United States.
Certificate of Analysis (COA)
On the individual product pages, you can click on the Certificate of Analysis
Ordering Standard Productsx
Orders accepted only for US customers.
If you order from outside of the United States, please choose your country to find BioChain local distributor to order.
Ordering Custom Designed Products/Servicesx
Customer Designed Products
You can fill in and submit Custom Designed Product Form to order our custom designed products. Go to https://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.
Customer Designed Services
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 firstname.lastname@example.org 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.
Shipping and Trackingx
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.
Returns and Warrantyx
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