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    How to buy - frequently asked questions (FAQs)

    Our scientific technical experts are here to help.




    How do I place an order?

    We accept orders by the following methods:

    Online (secure): browse our range and add products to your basket.

    Offline: please see the contact us page for telephone, fax, and email details (you can change your country by clicking on the link at the top of the page).

    Do you offer eProcuerment solutions?

    We partner with a variety of eProcurement platforms to offer hosted and punchout catalogs. Learn more.

    Where do you ship to?

    We ship to 143 countries by express courier delivery. For country-specific shipping information, please go to the Contact us page and select your country from the drop-down menu at the top of the page. If we ship directly to your country, no shipping information will be listed, otherwise, your local distributor’s contact details will be displayed. 

    What are the advantages of buying online at Abcam?

    Speed: our systems enable us to process online purchases faster.

    Immediate confirmation email/fax: if any of the details are incorrect you can immediately inform us, thus reducing any unnecessary delays.

    Direct contact: if there are any problems with your order we can contact you directly to keep you informed, so that you can plan your experiments.

    Fast and easy re-ordering: your details are stored for future purchases. Next time just select your product(s) and enter your purchase order number or credit card details.

    What information do you require for my order?

    To process your order we require the following:

    1. Product code(s) of the item(s) you require (eg ab1)
    2. Shipping address and billing address (the billing address must be an organization, eg company, charity, university or academic institution)
    3. Purchase Order Number or credit card
    4. Your telephone number (so that we can phone you if we have a query)
    5. Your email address and/or fax number (so that our system can automatically confirm the details of the products you have ordered and inform you of the planned delivery date)

    What is a Purchase Order Number ('PON')?

    Most organizations give a purchase order reference number (PON) to each order that is sent to a supplier. In turn, the supplier will include this PON on their invoice thus enabling the organization's administration to easily confirm that the supplier's invoice is valid. Therefore, please obtain a PON from your administration and include this information with your order.

    If your organization does not use formal PONs and you wish to buy online, please enter your initials and today's date into the PON field on the online order form.

    How much does the product cost?

    Prices vary across our product range and can be viewed for each product on the product datasheet by choosing the country you are in. 

    Is the product in stock?

    You can check availability by viewing the datasheet which will display a yellow check mark if the product is in stock availability check mark. 

    What are your shipping, handling & packaging charges?

    Shipping charge are detailed on the datasheet and are dependent on the type of product and destination. Please ensure you select your location in the top right corner for charges to be calculated correctly. 

    For multiple product orders we charge one shipping charge only. This value will correspond to the shipping charge of the item with the highest shipping charge on the shipment, irrespective of shipping condition(s), number of products and product type(s). Costs are calculated on the “Order summary” screen. This also applies to other order methods.

    ?Customers selecting to split the delivery of products on a single order may be liable to multiple shipping charges, based on the product types included in each shipment.  This facility is available for online orders when certain items are not currently available.

    and are dependent on the type of product and destination.
    Please ensure you select your location in the top right corner for charges to be calculated correctly

    When do you ship?

    All in-stock orders received Monday through Fridays are shipped the same day. For customers in North America, the deadline for same day dispatch is 8:00pm EST while for customers in Europe, the deadline is 4:00pm GMT. Orders received after these deadlines are shipped the next business day.

    What is the transit time?

    For Europe and North America we ship for next day delivery. For other parts of the world, depending on the country, the transit time is between 3-5 days.

    Does the transit time affect the product?

    After over 13,000 individual ELISA experiments, we have determined that storing antibodies at various temperatures (up to 45°C) for 1 week does not impact their activity. We would be happy to share a summary of our findings with you; please contact us if you would like to see this. As a precautionary measure only, we ship our antibodies in packaging with ice packs to provide extra temperature stability in transit. The ice pack may be thawed or even at room temperature when you receive it; please be assured that this is normal and that your product is safe to use. Once you have received the vial, please follow the long-term storage instructions on the product datasheet.

    Most of our kits are stable at room temperature, so where applicable these are shipped without ice packs. Please note that due to their larger size, kits will be shipped separately if ordered with other products. Additional shipping/packing charges may apply.

    Similarly, many of the products from our Biochemicals range may be shipped at room temperature, even if the vial label reads 'store at +4oC or -20oC'. If the product is shipped at ambient temperature it is known to be stable for the duration of shipping and normal handling. However, storage in the refrigerator or freezer is often recommended for long-term stability of a product. Upon receipt of your product we recommend storage in the refrigerator or freezer (as indicated on the label). If you have any specific shipping requirements, please contact customer service.

    Our active proteins and other temperature-sensitive products are shipped on dry ice to maintain their quality during transit. Due to this special requirement, these products are shipped separately from other products on an order. Additional shipping/packing charges may apply.

    How can we pay?

    All payment details are described on the invoice that you will receive after your order is dispatched. The invoice will be sent to the billing address you specify and this can be different to the delivery address for the products.

    We accept credit card, check, bank and wire transfer as methods of payment, for further details please email us at us.accountsreceivable@abcam.com for US dollar invoices, and accounts@abcam.com for all other invoices.

    Do you charge VAT?

    Our prices are exclusive of VAT and VAT only applies to customers in the European Union (EU).

    For UK Customers:

    We must charge VAT unless your organization is VAT exempt in which case a copy of your VAT exemption certificate must be provided with your order. Please check with your purchasing department for more information and fax the certificate to us on 01223 215 215.

    For EU Customers outside the UK:

    We must charge VAT unless your organization is registered and you provide us with the VAT number at the time the order is placed, please also include the country code prefix for the VAT number.

    Can I have a pro-forma invoice?

    We are happy to provide pro-forma invoices - please email us at orders@abcam.com specifying the information that you require. Please note that standard price and shipping, handling & packaging information can be obtained from the datasheet.

    How will I know if my order has been received by Abcam?

    We confirm receipt of all orders by email or by fax. We notify you again when your order is dispatched and provide package tracking details (when appropriate) so that you can monitor the progress of your order. If your purchasing department is placing your order for you then please ask them to quote your name and email address, to ensure that the order confirmation and all communication relating to your order is sent directly to you.

    How do I contact the Customer Service / Sales team?

    You can contact the Customer Service teams in the UK and US as follows:

    UK: +44 (0) 1223 696000 or email orders@abcam.com

    US: 1  888-77-ABCAM (22226) or email us.orders@abcam.com

    For all other countries, please see our contact us page (you can change your country by clicking on the link at the top of the page).

    Return and Replacement Policy

    Quality is important to Abcam. Therefore if a product does not perform as described on the datasheet please notify us within 12 months of delivery using this form and our dedicated team of scientific experts will examine details of your protocol to determine whether the problem is protocol related or product related.

    For protocol-related problems, our experts will give you independent professional advice.

    For product-related problems, a replacement or refund will be offered.

    If you do not provide details of your protocol or follow the recommendations of our experts, Abcam will unfortunately be unable to issue a replacement or refund.

    This offer is only valid for products purchased directly from Abcam and its authorised distributors.

    If items are ordered incorrectly by the customer Abcam 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. This will be subject to a 20% return charge on the items plus any shipping, handling and packaging costs.

    In the unlikely event of receiving an incorrect item, please contact Abcam in the first instance and store the antibody in the fridge at 4°C in the original packaging. Please do not attempt to return the item yourself. Abcam will then get back to you as soon as possible to ensure you receive the correct item. For products which have special shipping requirements including those shipped on dry ice, please store as indicated on the datasheet and contact Abcam as soon as possible.

    All requests for returns must have prior authorisation and must be shipped back to Abcam within 7 working days of receipt of the items. Items must be returned in the same or equivalent packaging (i.e. cold and insulated) as originally dispatched by Abcam.

    Please note that Abcam does not permit the return of, or offer refunds for incorrectly ordered items in Asia Pacific distributor regions.

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