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Customer Support and FAQ's








How do I get in touch with customer service?
How do I get technical support?
How do I place an order if I am in the United States?
How do I place an order if I am in another country?
What information do I need for my order?
Is the product in stock? How soon will I get it?
What are your shipping charges?
Do you really send free salsa with every order?
What payment methods do you accept?
Do you charge sales tax?
Can I get an order confirmation?



How do I get in touch with customer service?

 

 You can contact us by phone, fax, or email.
Telephone: 800-520-3011 or 781-639-5092
Fax: 978-594-8052
Email: service@usbio.net



How do I get technical support?

 

 You can contact us by phone, fax, or email.
Telephone: 800-520-3011 or 781-639-5092
Fax: 978-594-8052
Email: tech@usbio.net

  In addition, you can submit a question or download product specifications directly from a product page. You can also get technical support online. Our online technical page contains protocols, buffer recipes, and other general information that you may find useful.



How do I place an order if I am in the United States?

 

 US customers can place orders online, by phone, or fax.

 

 To order online, login or register on our homepage. Once you are logged in, you can go directly to your shopping cart, or you can search our site for the products you need.

  You can use a credit card (Mastercard and VISA only) or Purchase Order number (for established accounts) to place the order on our secure server.

Online: www.usbio.net
Phone: 800-520-3011 or 781-639-5092
Fax: 978-594-8052
Our office is open 9am - 5pm EST Monday - Friday.



How do I place an order if I am in another country?

  Outside of the US, you need to contact your distributor. We have distributors all over the world but if you cannot find your country listed, please contact service@usbio.net for assistance.



What information do I need for my order?

 

 1. Catalog number(s) and size and quantity of the item(s) you are purchasing

 

 2. Shipping address and billing address

 

 3. Purchase Order number or credit card number

 

 4. Your telephone number

 

 5. Your email address and/or fax number (if you provide your email address, FedEx or UPS will notify you the day your shipment gets picked up for delivery)

 

 6. Include any specific requests such as lot number, buffer requirements, custom modifications, etc..

 



Is the product in stock? How soon will I get it?

  In-stock availability varies from product to product. Most in-stock products will ship within 24 hours of receipt of your order. Products not in stock generally ship within 3 - 5 business days. If there is any further delay, your customer service representative will contact you with the estimated time of delivery. Certain made-to-order products will take additional time. Products requiring ice are not shipped on Thursdays or Fridays, due to receiving logistics. Call or email for specific products.

 

Telephone: 800-520-3011 or 781-639-5092
Email: service@usbio.net




What are your shipping charges?

 

 Our freight charges vary depending on size and dimensions of the final shipment. Small UPS ground shipments (under six pounds) are $17; FedEx/UPS air overnight packages requiring blue ice are $60; dry ice shipments are $70 (shipping and additional handling included). If you provide your FedEx or UPS account number, additional charges would be $30 for blue ice and $40 for dry ice shipments. Heavier shipments costs would be determined by the weight of the consignment. All orders are shipped the most economical way possible.



Do you really send free salsa with every order?

 

 Yes, find out why. Currently, we have:

 

    Original...for the traditionalist

 

    Sweet 'n' Sassy...sweet with a little kick

 

    X-Rated...hot, but not too hot

 

    XXX-Rated...please fill out a liability form when ordering!

 

What payment methods do you accept?

  We accept MasterCard and Visa credit cards, bank checks, and wire transfers as methods of payment. If you need further information, please contact service@usbio.net.


Do you charge sales tax?

  Customers located in Massachusetts will be charged the standard 6.25% sales tax unless they are tax exempt. Customers in other states are not charged sales tax. Tax exempt customers need to provide their tax exempt certificate.


Can I get an order confirmation?

  When you order online, you automatically receive a confirmation of your order. If you are ordering by phone or fax, please request a confirmation and one will be emailed or faxed to you.