Customer Support
StressMarq BioSciences strives to support its customers in the most active way possible, - should you have questions or concerns, please email us at info@stressmarq.com. Alternatively, please call us at +1-250-294-9065. Some key elements of importance are the following in terms of our shipments:
All shipments are sent out FOB our Victoria (Canada) office.
Please contact your local distributor if you are living overseas, they will support your purchase request.
Risk in the products passes on dispatch. Property in the products does not pass until the product has been paid for in cleared funds.
Should you receive a shipment that is damaged, please call us within 24 hours (or 1 business day) of receipt of the damaged package.
If your antibody, protein or kit shipment arrives within 24-48 hours of being sent and arrives at ambient temperature in the presence of a cold pack (or multiple cold packs), please be assured that the product has been tested, and is stable at ambient temperature for a considerable time period, and is perfectly functional. The vast majority of antibodies are inherently quite stable biomolecules, as indeed are heat shock proteins.
Should products be incorrectly ordered by the customer StressMarq will consider taking them back, subject to a 20% restocking charge on the items plus any shipping, handling & packaging costs. Such requests for returns must have prior authorization and must be shipped back to StressMarq within 7 working days of receipt of the items and returned in the same or equivalent packaging (i.e. cold and insulated) as originally dispatched by StressMarq.
Please see our visit our technical support page for basic product support protocols.