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Searching for Products
⊛ Products can be easily searched using the search bar near the top of every page on the site or the main one on our homepage. You can search by name or catalog number (beginning with "orb").
⊛ Looking for products with specific attributes? Results can be further refined using the different categories in the expandable Filter Options bar to the screen's left. You can filter by numerous product attributes such as host species, tested applications, conjugations, and clonality.
If you are unable to find the product you are looking for, please contact us at [email protected]
Checking for Availability and Lead Time
⊛ For products that are not currently in stock, please check the lead time on the product page.
⊛ For in stock products, products are usually dispatched within 1-3 working days after the order is placed .
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⊛ Please Note: In some cases, lead times may be longer than stated. We will make every effort to notify you of any changes to your order's delivery schedule.
Trial Sizes and Product Samples
⊛ Generally, we do not offer free samples of our product unless otherwise stated. However, please be assured that our Quality Guarantee covers all our products for our website's applications and reactivity.
⊛ Contact us if you have a specific requirement or application; we are always happy to discuss any queries you may have.
Registering/Logging in an account
⊛ To proceed with your order, please log in to your account or register for a new one.
New customers: Please provide your email address, select "I am a new customer," and create a password that is at least six characters long. It is important to use a valid email, as we will send your order confirmation and tracking information to this address.
Existing customers: Simply log in using your registered email and password.
Order Checkout
⊛ Once registered and logged in, you'll be taken to the Single Page Checkout, where you can enter the order information. 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, please read and acknowledge that you have read our terms and conditions, and press continue payment.
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.
How do I place an order with a Purchase Order (PO) number?
You can email your purchase order at [email protected] , and we will place the order for you. Our customer service team is always happy to help. However, if you would like to place on our website, please follow the steps below:
1. Checkout Process: Proceed through our online checkout as you normally would. When you reach the payment stage, please:
- A. Select Purchase Order as your payment method.
- B. Enter your official PO number in the message box provided.
2. Submitting Your PO Document: We must receive a copy of your purchase order document before we can process your order. You have two options:
- A. Upload a copy directly during the checkout process.
- B. Email a copy to us after you have completed the online order.
3. Invoicing and Payment: After your items have been shipped, we will send you a detailed invoice. We are happy to send a proforma invoice for your order.
Do you charge tax on my order?
⊛ Our prices are exclusive of VAT (Value Added Tax):
1. 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 checkout process. You will then be asked to upload your VAT exemption certificate, or state that it's included in your PO, or email it to us later. We will add 20% VAT to your invoice if a certificate is not received.
2. US Customers: We currently charge sales tax in four states, namely Massachusetts, Missouri, North Carolina, and Pennsylvania. If you are a tax-exempt customer purchasing in one of these states, you must upload the tax-exempt certificate during checkout or email us. Generally, sales tax will be automatically calculated based on your shipping address.
3. For all other countries: We do not charge sales tax or VAT on purchases made outside the UK and the USA. You are liable for paying all applicable taxes and import duties in your destination country. If you have a taxation or customs reference number, please provide this on your Purchase Order or at checkout to facilitate easier customs clearance. For EU Customers, this is your EORI or VAT number.
How will I know if my order has been received or dispatched by you?
A. Order Confirmations: You will receive a confirmation by email for every order. Please contact us if you do not receive it promptly.
B. Shipping & Tracking: When your order ships, we will send you a dispatch notification and tracking number(s). Registered users can also track their order status by logging into their 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 at [email protected].
Which delivery company do you use?
1. For US orders: UPS Express Saver, tracked and signed for. Typically delivered within 2-3 days.
2. For UK orders: FedEx Priority (Next day) or DHL Express Domestic (Next day).
3. International destinations: FedEx International Priority. Delivery time varies by destination.
⊛ If you have special requirements for using FedEx, DHL or UPS please contact us. We can also offer collect shipping if you have a business account with these couriers.
At what temperature do you ship my goods?
A. We ship our products 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.
B. Certain products require shipment on dry ice, which will be indicated in the product properties and on the datasheet. Please be aware of the special shipping and storage requirements for these products.
What are your terms of sale?
1. For sales in the UK or US, our terms are Delivered Duty Paid (DDP). We will cover all necessary import requirements and duties for your order.
2. For purchases made through our distributor network, please contact your local distributor for further information.
3. For all other countries:Under Incoterms® 2020, our terms of sale are Delivered At Place (DAP). We will arrange transport and clear the goods for export (if outside the UK or USA). It is the buyer's responsibility to clear the goods for import and pay any duties or taxes required in their destination country.
Do you have distributors in my country?
A. We ship to most countries directly. However, if you prefer to buy from our local distributors, please see our distributor page for further information.
B. For all other countries, please feel free to purchase directly from us or from your local distributor. Our distributor page contains a full list of our approved distributors. Distributors not listed on our distributor page are not official distributors for Biorbyt. Please see our list of exclusive distributors below.
COUNTRY | EXCLUSIVE DISTRIBUTOR |
|---|---|
Austria / Germany / Sweden | |
Bosnia and Herzegovina / Kosovo / Montenegro / North Macedonia / Serbia | |
Finland / France / Norway | |
Greece / Italy / Malta / Slovenia | |
India | |
Latvia | |
Netherlands / Belgium / Luxembourg | |
Poland | |
Portugal / Spain | |
South Korea | |
Switzerland | |
Canada |
Which payment methods do you accept?
1. We accept all major credit cards, including Visa, Master Card, and American Express, and payments through PayPal. All our online payments are processed securely by SagePay and Paypal. All orders should be paid within 30 days from the invoice date unless different credit terms have been agreed with us.
2. For bank transfers, our bank account information is detailed on the invoice
⊛ We reserve the right to ask for prepayment. Prepayment may be required if you are a first-time customer.
Where is my invoice?
We send the invoice with the shipment and 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 protected], and we will be happy to send you another copy.
⊛ We are happy to send a proforma invoice before for your convenience.
How do I cancel my order?
1. Within 24 Hours: Orders cancelled within 24 hours of receiving the confirmation email will not incur any cost.
2. After 24 Hours (Before Dispatch): If you cancel more than 24 hours after confirmation but before the product has been dispatched, a restocking fee of 25% of the total price of the goods will apply.
3. After Dispatch: Once an order has been dispatched, it cannot be cancelled. However, you may return the product once it arrives. Please see our returns guidance below.
How do I return the products?
⊛ We understand that ordering errors can occur and will consider authorising a return on a case-by-case basis. Please review the following conditions and exclusions.
1. To be eligible for a return, the following conditions must be met:
- Prior Authorisation: You must contact us to receive authorisation before returning any items.
- Timeframe: The return must be shipped back to us within seven (7) working days of the original delivery date.
- Product Condition: The product must be unopened, unaltered, and maintained at the storage temperature specified on its datasheet.
- Packaging: Items must be returned in packaging equivalent to what we originally provided, ensuring proper temperature control (e.g., cold and insulated) during transit.
2. The option to return incorrectly ordered items does not apply to:
- Products with special shipping requirements (e.g., those shipped on dry ice).
- Products classified as hazardous for transport.
3. Shipping Responsibility: You are responsible for arranging and covering the cost of return shipping. You are also liable for any customs duties or taxes incurred during the return process.
4. Restocking Fee: A restocking fee of 25% of the product's price will be applied to all authorised returns.
4. Non-Refundable Charges: Original shipping and handling charges are non-refundable.
Refunds and Replacements
⊛ We are committed to the high quality of our products. If you find that a product does not perform according to the specifications on its datasheet, we will promptly provide a one-time replacement or a full refund.
1. To resolve the issue, our technical support team will need to investigate the problem. Please be prepared to provide the following:
- Your detailed experimental protocol for our scientists to review.
- Results that illustrate the performance issue (e.g., an image, graph, or data file).
⊛ You can submit this information by replying to our support email or by using our Technical Support Form.
2. Conditions of the Guarantee
- A replacement or refund cannot be issued if the required protocol details are not provided or if our troubleshooting recommendations are not followed.
- This quality guarantee is valid until the expiration date printed on the product's packaging or listed on its datasheet.
- Please note: Original shipping, handling, and packaging charges are non-refundable.
- For more information, please see our Quality Guarantee page.