Ordering Frequently Asked Questions (FAQs)

Get your common ordering frequently asked questions answered by our expert operations department:

Ordering

You can place an order via any of the following 5 methods:

Online

StressMarq is pleased to offer fast and secure online ordering. Simply search for your product, choose an antibody conjugate from the dropdown menu, and click add to cart. Create an eCommerce login to save your information for future purchases, or checkout as a guest.

Email

[email protected]

Phone

Phone: +1 250 294 9065 (9:00am -5:00pm PST)

Fax

Fax: +1.250.294.9025 (24 hours/day)

Please use this downloadable form

Mail

Attention: Sales
StressMarq Biosciences Inc.
PO Box 55036 Cadboro Bay
Victoria BC V8N 4G0
Canada

 

  1. Fast – our quick one page check-out will get you on your way faster with much less frustration
  2. Accurate Shipping Charges– shipping charges are added before checkout so you know your final total before completing your order
  3. 24/7 Peace of mind – you will receive a confirmation email as soon as your order is placed and we will keep you posted with any updates to the status of your order as they happen
  4. Easy re-ordering – you can save your details for faster future purchases

Yes, antibodies are very stable at room temperature for up to 7 days. We ship on ice to provide extra stability, but it is not required. Once you have received your product, please store as directed on the datasheet for long term stability.

Check out our promotions page for our current discounts and special offers.

Yes, we have an antibody trial program that allows you to test up to 3 sample size antibodies free of charge. You only have to pay for shipping to your destination. Our trial program excludes some conjugated and lyophilized antibodies. Please see product pages for sample size availability.

In order to process your order we require the following information:

  1. Catalog code(s) and quantity of the product(s) you want to order
  2. Your shipping and billing addresses
  3. Phone number – in case we need to contact you quickly in regards to your order
  4. Email address – for order confirmation and invoice
  5. Payment method – please provide a purchase order number and/or a credit card number to complete your order

 

Shipping charges vary based on your location and the products you have purchased. For an accurate estimate of shipping charges please proceed through the checkout process, entering in your items and address.

Yes, please provide your FedEx account number during checkout and we will charge the shipping of the order directly to your FedEx account. Note, you will still be charged our $15 handling fee.

Yes. Please provide your purchase order number during checkout online, or clearly labelled on your purchase order supplied via email or fax. Please be sure to provide the correct billing email address or mailing address for your accounts payable department so the invoice can be directed to the correct location.

 

We accept credit card, cheque, bank or wire transfers as forms of payment.

Please note that we pass on bank charges for wire transfer fees which will be added to your invoice ($15).  This is in addition to the standard $15 handling fee.

 

We accept VISA, MasterCard, American Express and Discover card.

All prices are quoted in USD unless you are located in Canada, where prices are listed in CAD. If you are unable to see pricing information, you are located in a country that StressMarq does not ship to directly. Pricing information can be found through your local distributor.

Our terms of payment are net 30 days, unless otherwise specified. Pre-payment may be required prior for shipping to certain locations.

Our products are available through our extensive distribution network in over 50 countries. Please view our list of International Distributors.

We strive to maintain sufficient inventory to meet your needs. In the rare case that a product is out of stock, you will be notified at the time of your order. We will then do everything we can to ensure that your order is fulfilled within 30 days. You will not be charged until your order has shipped.

Our handling charge is a flat $15 charge. Shipping charges vary based on your location and the products you have purchased. For an accurate estimate of shipping charges please proceed through the checkout process, entering in your items and address.

 

If you have submitted an online order, you will receive an email confirmation within a few minutes of placing your order.

If you have emailed a purchase order to [email protected], a confirmation email will be sent to you once the order has been processed during our regular office hours Monday to Friday 9am – 5pm PST.

If you have faxed a purchase order to 1.250.294.9025, a confirmation email or fax will be sent to you once the order has been processed during our regular office hours Monday to Friday 9am – 5pm PST.

 

If you need to cancel your order please contact us at 1.250.294.9065. Please keep in mind that we strive to process and ship orders the same day (if received before 1pm PST), and once the order has shipped you will be subject to our return policy.

Shipping

All in-stock orders received by 12pm PST Monday to Thursday will be shipped out the same day. Orders received after 12pm PST Monday to Wednesday, will be shipped out the following day. Orders received after 12pm on Thursday, will be shipped out on Monday.

All of our products (excluding small molecules) are shipped on blue ice at 4⁰C inside insulated packaging materials. Small molecules are shipped at room temperature.

Orders placed within North America are shipped priority overnight, and will arrive the next day. Check the status of your shipment using your email address and order number on our tracking page or directly with FedEx using the FedEx tracking number provided on your invoice. StressMarq does not have access to more detailed information.

In rare cases the FDA may hold packages for inspection as they cross the border between Canada and the US. This can delay the delivery of packages anywhere from 24-72 hours. Packages are stored in a cold room to ensure the stability of the reagents. This delay is beyond the control of StressMarq.

Shipments can be delayed due to a variety of reasons such as traffic or bad weather. Check the status of your shipment using your email address and order number on our tracking page or directly with FedEx using the FedEx tracking number provided on your invoice. StressMarq does not have access to more detailed information.

University receiving departments often receive packages but do not deliver them promptly. If your package is marked as delivered within the FedEx tracking system, but you have not received it, please contact your receiving department. Failure of your receiving department to deliver or store the reagent as required upon successful delivery is not the responsibility of StressMarq.

In rare cases the FDA may hold packages for inspection as they cross the border between Canada and the US. This can delay the delivery of packages anywhere from 24-72 hours. Packages are stored in a cold room to ensure the stability of the reagents. This delay occurs randomly and is beyond the control of StressMarq.

In rare cases the FDA may hold packages as they cross the border between Canada and the US for inspection. This delay is beyond the control of StressMarq, and all charges incurred are passed directly to the customers from the inspection agency. These fees are not being collected by StressMarq.

 

We guarantee that at the time of shipment that your product is free from defects in materials and workmanship, and that it will meet the specific requirements detailed on the lot specific datasheet provided with the product.

Should you have a technical issue with a product, please contact our technical support services:

Email: [email protected]
Phone: 1.250.294.9065
Fax: 1.250.294.9025

If StressMarq determines that the product does not conform to the specifications outlined on the datasheet, then we will replace the product free of charge, or provide a full refund of the invoice price of the product.

We will consider taking the product back, subject to a 25% restocking fee on the items plus any shipping & handling charges. The customer is responsible for shipping charges to and from StressMarq for both the returned product and the new replacement product.

All returns must have prior authorization from StressMarq, and be shipped back to StressMarq within 7 working days of receipt of the items. Products must be returned in the same or equivalent packaging (ie. cold and insulated) as originally dispatched by StressMarq.

Once the item is received by StressMarq, we will dispatch the replacement product.

All returns must have prior authorization from StressMarq, and are subject to a 25% restocking fee on the items plus any shipping & handling charges.

Products must be shipped back to StressMarq within 7 working days of receipt of the items. Products must be returned in the same or equivalent packaging (ie. cold and insulated) as originally dispatched by StressMarq.

We guarantee that at the time of shipment that your product is free from defects in materials and workmanship.

This warranty is in lieu of any other warranty expressed or implied, including but not limited to, any implied warranty of merchantability or fitness for a particular purpose.

Please notify us within 24 hours of receipt of the product if your shipment is damaged. Unfortunately after this period or if the product was not stored as directed on the datasheet, we are unable to honor a warranty claim.

If StressMarq determines that there was a defect in the product sold to you, we will replace the product free of charge, or provide a full refund of the invoice price of the product.