Buying Guide / Frequently Asked Questions
Placing an Order
- How do I place an order online?
- Setting up Biorbyt as a new supplier/vendor
- How do I place an order offline?
- How do I place an order online with a Purchase Order (PO) number?
- What information is required for my order?
- Do you charge tax on my order?
- Can I place the order in my home currency?
- How will I know if my order has been received or dispatched by you?
- Can you provide quotes before purchase?
Shipping and Delivery
- Which delivery company do you use?
- What is your delivery time?
- At what temperature do you ship my goods?
Invoices and Payments
- Which payment methods do you accept?
- How can I pay by credit card for an order that is already placed?
- Where is my invoice?
- Can you change the currency on my invoice?
Returns and Cancellations
How can I find out if a product is in stock?
The product page for an item contains the most up-to-date information about whether a particular size of that product is in stock or not.
Sizes showing as Available now for quick dispatch is currently in stock, and can usually be shipped out quickly (usually in the next 1-2 working days).
For products which are not currently in stock, an estimate will be shown based on the typical lead time (please note that in some rare cases, the lead time may be longer than stated).
Do you offer trial sizes?
We do offer trial sizes for some unconjugated antibodies (usually 5 µg and 20 µg). Please note that you may only order 3 trial sizes in one order without purchasing a full size (100 µg or 200 µg) as well. Please also note that we do not offer discounts for trial sizes. Trial sizes are listed on each relevant product page. Please note that if a trial size is not listed, it is not generally available. Please do contact us however if you have a specific requirement or application, we're always happy to discuss specific cases.
Placing an Order
How do I place an order online?
Searching for a product
You can search through our product catalogue by using the search bar near the top of every page on the site. You can search by name or catalogue number (beginning with "orb").
At the search results page, you can further narrow your search by using the different categories in the Filter Options bar to the left. You can filter by numerous product attributes such as host species, tested applications, conjugations and clonality.
You could for example show only unconjugated rabbit polyclonal antibodies that are tested in ELISA that match your search term. You can click the green Show Filter button to show more filtering options for the different categories.
Click the name of the product to go to the product page.
Product information and adding a product to your cart
1) Click Print to generate a .pdf fle containing the product datasheet
2) View the stock status/availability for each size of the currently viewed product
3) Enter the quantity you wish to order in the box next to the size you require.
4) Press ADD TO CART to add the quantity you selected to your shopping cart.
5) Shipping charges for the currently viewed product. To change your country or currency, see below.
6) Click these tabs to view additional information and reviews about this product, or to see related products.
7) Click an image thumbnail to see a larger image.
When you have added all the items you want to purchase to your cart, click the CHECKOUT button in the top-right corner to be taken to your cart. Here, you can update the quantities of any of the items in the cart (enter the new quantity and press UPDATE SHOPPING CART), or you can remove items entirely (press the small trash can icon to the left of the item).
You can also enter a discount code if you have one - enter the code and press APPLY COUPON to apply your discount.
Once you're happy with the items in your cart, press PROCEED TO CHECKOUT.
Calculating shipping charges and selecting your currency
For exact shipping charges, you will need to select the country you want the products to be shipped to (to do this, click the drop-down menu in the upper right hand corner). This will also change the prices on the website to the currency for your country
Registering for an account/Logging in
Before you can enter the order information in the checkout, you need to register or login to your account.
To register, simply enter your email, choose I am a new customer, and enter a password. Please note that your password needs to be at least 6 characters long. It's important to choose a valid email address, as this is the address we will send your order confirmation to, as well as the tracking information once your order is shipped.
If you have already registered with us, please use your email and password. If you are new to site, please just enter the email and select a new password. Passwords can easily be recovered by using the reminder function.
Once registered and logged in, you'll be taken to the Single Page Checkout, where you can enter the order information. Please follow the steps in order - if you hover over the i icon, you can get help with the current step. If you have any special comments or requirements for the order, please enter them in the Order Comments box at the bottom of the screen.
Once you're happy with your order and are sure the information is correct, read and acknowledge that you have read our terms and conditions, and press PLACE ORDER.
You can use a Purchase Order number (PO) or a credit card to place your order. All our online payments are processed securely by SagePay. Credit card payment is not mandatory. If you have a PO number, please enter the number when requested and ensure that you send us your PO by fax or email. We will liaise with you or your purchasing or finance department to process the order.
Setting up Biorbyt as a new supplier/vendor
Please see this page for our company and payment information.
How do I place an order offline?
You can email or fax us your purchase order and we will place the order for you. You can also phone us to place the order. Our customer service team is always happy to help. Please see this page for our contact information.
How do I place an order online with a Purchase Order (PO) number?
If you have a purchase order from your institution, you can still use our online checkout process to place your order. Just proceed to the checkout as usual, and when you are asked to choose payment information, please select Purchase Order, and enter your purchase order number in the message box. You can then either upload a copy of your PO, or choose to email it to us later (we will not be able to begin processing your order until we receive a copy of your PO). After shipping the goods, we will then send you an invoice with the correct details, payable within 30 days net.
What information is required for my order?
We require the following mandatory information to process your order:
- Product catalogue numbers (which you can obtain from our website), size and quantity
- Your email address or fax number (order confirmation and any correspondence will be sent to one of them)
- Your name and telephone number (the delivery company requires a telephone number for the delivery, in case of any issues)
- Shipping address and billing address
- Your VAT number (tax code) and your VAT Exemption Certificate if zero rate VAT applies to your purchase (EU countries only)
- Purchase Order (PO) number or credit card information
Do you charge tax on my order?
Our prices are exclusive of VAT (Value Added Tax) and VAT only applies to customers in the European Union (EU):
- Customers from outside of the EU: We do not add any tax on your purchase. However, customs at your country may impose tax and customs duties on your order. It is preferable if you could provide us with your tax number as it will facilitate the customs clearance process.
- EU customers outside of the UK: We will not charge you VAT/MwSt if you provide us with your VAT/MwSt number (e.g. DE 111222333). Please include the country code prefix for the VAT/MwSt number. You can obtain this number from the purchasing department of your institution. If you do not provide a valid VAT/MwSt number, we need to charge you VAT/MwSt.
- UK customers: Most academic institutions in the UK are qualified for zero rate VAT (commonly referred to as VAT exemption). If this applies to you, please select "Yes" for the question "I am tax exempt" during the check out process. You will then be asked to upload your VAT exemption, state that it's included in your PO or email it to us later. We will add 20% VAT to your invoice if no certificate is received or if your institution does not have VAT exemption.
Can I place the order in my home currency?
Our products are priced at three currencies: Great British Pound (GBP, £), EURO (EUR, €) and US Dollar (USD, $). You can choose the currency by choosing your country on the top right corner of the page. Once you choose your country, the currency will be changed accordingly.
How will I know if my order has been received or dispatched by you?
We send order confirmations by email or fax for all orders. Please contact us if you do not receive an order confirmation from us. We can send the order confirmation to two email addresses, one for the billing/purchase department and one for the shipping. If your purchasing department places the order for you and you would like to receive order confirmation, please ask them to put your email address on the purchase order.
When your order is dispatched, we will notify you by email or by fax and provide package tracking numbers.
If you have registered an account with us, you can also monitor your order by logging into your account.
Can you provide quotes before purchase?
We can produce a quote or pro-forma invoice for you before you place an order. Please contact us.
Shipping and Delivery
Which delivery company do you use?
For international shipments, we primarily use FedEx international priorityTM service for all worldwide destinations. For Europe and North America we use next day delivery. For other parts of the world, depending on the country, the transit time is between 3-5 days.
We use FedEx UK's next day service for UK shipments.
What is your delivery time?
If the item is in stock, the delivery time will normally take one to two days. Otherwise, the typical lead time for an item can be found on the product page.
At what temperature do you ship my goods?
For lyophilized products, we ship at room temperature. For non-lyophilized products, we ship with ice packs. It is likely that the ice pack may be thawed or even at room temperature when you receive it; please be assured that this does not impact the performance of your product. Once you have received the product, please follow the storage instructions on the product datasheet.
Which countries do you ship to directly?
We ship to any country in the world using FedEx's international priorityTM courier service.
Do you have distributors in my country?
We ship to all countries directly. However if you prefer to buy from our local distributors, please see our distributor page for further information.
Invoices and Payments
Which payment methods do you accept?
We accept credit card, bank transfers and cheques as methods of payment. Credit card payments can be processed online and offline. For bank transfers, our bank account information is detailed on the invoice.
We accept all major credit card including Visa, Master Card and American Express, as well as payments through PayPal.
All orders should be paid within net 30 days from date of invoice unless different credit terms have been agreed with your institution.
We reserve the rights to ask for prepayment. Prepayment may be required if you are a first time customer.
How can I pay by credit card for an order that is already placed?
Login to your account
Look for the Login link in the top right corner of any page on the Biorbyt website
Enter your login information to view your account
Enter your email address and password used when placing your order. If you don't have this information, please contact us and we will be happy to help.
Look for the "Pay Now" link next to one of your orders and pay through SagePay
Once logged into your account, you will be on the My Account page. In the Recent Orders section, any orders which we have not yet received payment for will have a Pay Now link next to them. Click on this link to be taken to SagePay to enter your credit card information so we can take your payment.
Where is my invoice?
We send the invoice with the shipment and also by email. If your billing address is different from your shipping address, we will also post an invoice to the billing address. However, if you have not received the invoice, please email us at email@example.com and we are happy to send you another copy.
Can you change the currency on my invoice?
We invoice at the currency you chose when placing your order. Please email us at firstname.lastname@example.org if you would like us to change it to a different currency.
Returns and Cancellations
How do I cancel my order?
Before an order is dispatched, if the customer wishes to cancel the order, they must notify Biorbyt. There will be no cost to the customer if cancellation is less than 24 hours after order confirmation. If the customer wishes to cancel an order 24 hours after receipt of order confirmation, a restocking fee of 25% of the full price of the goods will apply. After the product is dispatched, the customer cannot cancel the order but they may return the product. Please see below for the guidance on returning products.
How do I return the products?
If products are ordered incorrectly by the customer, we will consider taking them back, however this excludes products which have special shipping requirements, including those shipped on dry ice and those hazardous for transport. All requests for returns must have prior authorisation and must be shipped back to Biorbyt within 7 working days of receipt of products. The products must have been kept in the storage condition as stated on the datasheet and not have been opened, broken or otherwise altered. Items must be returned in the same or equivalent packaging (i.e. cold and insulated) as originally dispatched by us. You will need to send the products back to us using your own shipping company and are responsible for any imposed customs and/or taxes that might be incurred. Please note we charge 25% of the full product price for re-stocking. Shipping and handling charges are not refundable.
How do I claim a refund for my order?
We are proud of the quality of our products. However, if the product does not perform as described on the datasheet, we will provide a replacement or refund. Please note that shipping, handling and packaging charges are not refundable. You will need to provide us with your protocol for us to examine - you can also provide more information about your issue using our technical support form. If you do not provide details of your protocol or follow our recommendations, we will not be able to issue a replacement or refund.