FREQUENTLY ASKED QUESTIONS
Ordering and Payment
How do I place an order?
You can order in two ways:
- Online: add products to your cart on biochemazone.com and pay by card at checkout.
- By quotation: send your requirement through our Request a Quote form or email info@biochemazone.com. We issue a quotation or proforma invoice and process the order once payment or an approved purchase order is received.
Please include the product name or catalogue number, quantity, billing and shipping addresses with postal code, a contact name, email address, phone number and preferred shipping method.
Can you provide a quotation or proforma invoice?
Yes. Our sales team issues official quotations and proforma invoices. To prepare an accurate quote we need your billing address, shipping address with postal code, email address, phone number and shipping method, including the shipping speed and whether the shipment is freight collect.
Which payment methods do you accept?
- Credit or debit card at checkout on the website.
- PayPal or Stripe.
- Wire transfer: email us for our bank details. A $20 fee applies to each wire transfer.
If you already have a quotation or invoice, you can pay it online on our Payment page. Unless credit terms have been approved, orders are shipped against advance payment.
Do you accept purchase orders?
Yes, from approved customers with an established credit history with us, on Net 30 day terms. The purchase order must be in English, be issued on company or institution letterhead, carry an authorized signature, and state the billing address, shipping address, contact person, email address, phone number and shipping method.
New customers can apply using our New Customer Form.
Which currency are prices in?
All prices on biochemazone.com are in US dollars (USD) and are subject to change without notice. Customers who wish to purchase in Canadian dollars can order from our Canadian website, biochemazone.ca.
Do you offer discounts?
A 5–10% discount for academic research is available on some occasions. Please contact our sales team with your requirement.
Can I change or cancel an order?
Online orders can be cancelled within 30 minutes of being placed by contacting us at info@biochemazone.com. After 30 minutes the order is final.
Quotation-based and customized orders cannot be cancelled once they are confirmed.
Any change to a confirmed order must be approved in writing by BioChemazone. Please confirm specifications and lead time with our sales team before you order.
Shipping
Shipping and Delivery
Do you ship worldwide?
Yes. We ship worldwide using the Express services of DHL, FedEx or UPS, whichever you prefer.
We can also ship freight collect on your own courier account: add a note to your order or email your account details to info@biochemazone.com.
How long does delivery take?
Orders normally need 2–5 business days for quality control and dispatch, and standard shipping typically takes a further 2–7 business days. For in-stock items, same-day dispatch is available for rush orders received before noon.
Delivery times depend on the product, destination country, courier and public holidays. For items that are not in stock or are made to order, please contact our sales team for the lead time.
What is the transportation temperature?
Our products are shipped at room temperature and are safe to keep at 2–30 °C.
Once a product has been opened, we recommend storing it in a cool place to extend its shelf life. Always follow the storage conditions stated on the product label.
If a customized shipment needs special transportation conditions, such as dry ice, we arrange this and a dry-ice fee applies.
What charges apply besides the product price?
- Shipping: shown at checkout or on your quotation.
- Hazardous items: $45.00 for the first box and $27.50 for each additional box.
- Dry ice: $35.00 per order, charged only when a customized shipment needs special transportation conditions. Standard products are shipped at room temperature.
- Special packaging: charged where a product requires it. We will advise you when the order is placed.
- Address corrections: carrier fees for corrections requested after the order is completed.
Who is responsible for customs duties and taxes?
By default, the consignee/importer is responsible for customs clearance, duties, taxes, tariffs and brokerage fees in the destination country. BioChemazone has no control over customs processes and is not liable for delays, rejections or additional charges arising from them.
DDP (Delivered Duty Paid) service. As an additional service, we also offer DDP terms. We take care of the cross-border export and customs formalities and deliver door to door, so your order reaches you without the hassle of import paperwork. Ask our sales team to include DDP when you request your quotation.
What should I do if my shipment arrives damaged or incomplete?
Inspect every package on receipt and report any damage, shortage or defect to us in writing within 3 days of receiving the goods. Claims made after this period cannot be accepted.
We recommend adding freight insurance when you place your order. Goods are sold FOB our shipping point, so the risk of loss or damage in transit passes to the buyer once the goods are handed to the carrier. Without insurance we cannot accept responsibility for damage, delay or loss in transit.
Can you reserve stock for me?
Not in all cases. Stock is allocated to the customers whose payment and delivery instructions we receive first, so a delay in payment or shipping details may mean that another order takes priority.
Products
Products and Returns
What are BioChemazone products intended for?
Our products are simulated and artificial biological fluids, buffers and test materials for in-vitro, laboratory and research use only. They are not intended for personal or human use, in-vivo studies, drugs, food additives, cosmetics or household chemicals, and should be handled only by qualified, trained personnel.
Can you manufacture a custom formulation?
Yes. We offer custom manufacturing for research and commercial applications, including bulk packaging, OEM packaging and private labelling. Send the composition or formula you need through our Customization page or email info@biochemazone.com.
Where can I find the SDS and Certificate of Analysis?
Safety Data Sheets and Certificates of Analysis are available on our SDS and CofA page, and a Safety Data Sheet accompanies each shipment. If you cannot find a document, email us the product name and lot number.
How should I store the products, and what is the shelf life?
Storage conditions and shelf life are stated on each product label and product page, and should always be followed. For many products a preservative-free version or a Powder Version Kit is available on request; please ask our sales team.
What is your returns and refund policy?
Because of the nature of our products, all sales are final and we do not offer refunds or exchanges. If a product is shown not to meet its specification, we will replace it or, at our discretion, issue store credit for its value.
Returns are accepted only with our prior written authorization, which must be requested within 3 days of receipt. Authorized returns are subject to a 25% restocking fee, and return shipping is paid by the customer. Customized and special-order products cannot be returned.
Full details are in our Terms and Conditions.
How can I contact you?
Email info@biochemazone.com at any time, or call +1-780-612-4177 or +1-365-888-7013. Our office is at 6205 39 Street, Leduc, Alberta T9E 0Z3, Canada, and business hours are Monday to Friday, 9:00 a.m. to 5:00 p.m. Mountain Time.
You can also use the form on this page or our Contact Us page.