General Information
Ordering Information
Online Orders
Please complete Orbigen's online order form. A customer service representative will contact you the next business day to confirm the order and provide pricing and availability information. If you require an immediate shipment please call customer service at (866) 672-4436 or e-mail us directly at orders@orbigen.com.
Fax Orders
Please list all requested information (see 'Phone Orders' below) and submit to:
Customer Service Department
Fax: 1-858-362-2030
A fax confirmation of order will be returned on same business day.
Phone Orders
Customer Service Department
Phone: 1-858-362-2028
US Toll-Free: 1-866-ORBIGEN (1-866-672-4436)
Please have the following information available when placing a telephone order:
Purchase order number,
Customer account number (if available),
Billing address,
Name and phone number of purchaser,
Shipping address,
Name and phone number of end user,
Orbigen quotation number (if applicable)
Catalog number and product description,
Quantity.
Written confirmation of telephone orders is not preferred. If a confirming order is sent, clearly mark it "Confirming Order. Do Not Duplicate." Orbigen is not responsible for duplicate orders if a confirming order is not clearly marked.
Mail Orders
Customer Service Department
Orbigen, Inc., 6827 Nancy Ridge Road, San Diego, CA 92121
Payment Methods
Purchase order numbers are required for all billed shipments.
Check, Mastercard, Visa, and American Express are accepted.
Bulk and Special Orders
Bulk quantities and special formulations of Orbigen products are available. For more information please contact the Customer Service Department.
Customer Service
Orbigen's professional and courteous Customer Service Representatives maintain a high level of excellence in service and assure that you can order with confidence. If you have any questions regarding an order, pleasing call 1-866-ORBIGEN (1-866-672-4436) or 1-858-362-2028, or fax 1-858-362-2030, Monday through Friday, between 7:00 a.m. and 5:00 a.m. Pacific Time.
Technical Service
Orbigen takes great pride in providing quality technical support associated with our products and services. Our experienced Technical Service Scientists are available to assist you Monday through Friday, between 7:30 a.m. and 4:40 p.m. Pacific Time, and can be contacted by phone at 1-866-ORBIGEN (1-866-672-4436) or 1-858-362-2028, by fax at 1-858-362-2030, or via e-mail: tech@orbigen.com.
International Orders
Orbigen has an extensive network of international distributors. Please consult the list of international distributors on the back cover of this catalogue. If your country is not listed, please contact Orbigen's Customer Service Department in the United States at 1-858-362-2028.
Terms and Conditions
Shipping
Products are shipped overnight FOB San Diego, CA, USA, if the order is received before 3 p.m. Pacific Standard Time. Shipping and handling charges are pre-paid and added to the invoice. We take great care to choose the most appropriate shipping methods for each order based on feedback from our customers. We ensure the accuracy of each order and schedule each shipment to arrive at your destination during normal business hours. If your complete order does not arrive promptly and in optimal condition, please notify a Customer Service Representative.
Damaged or Incomplete Shipment
If your shipment is visibly damaged, accept the shipment and retain all shipping documents, cartons, and packing materials for inspection. Note on the waybill any visible damage at the time of receipt and report the damage to a Customer Service Representative as soon as possible. You should also call if you find concealed damage or the shipment is incomplete.
Pricing and Payment Terms
For your convenience, there is no minimum order requirement. Prices are quoted in US dollars, and payment terms are net 30 days in US dollars. Prices are subject to change without notice. All orders are subject to final acceptance by Orbigen, Inc. at the prices in effect at the time of shipment and are based on the sales terms and conditions that appear on a standard invoice of Orbigen, Inc. Payment terms are NET 30 days. Prices are subject to change without notice.
Return Policy
Returns will not be accepted without prior authorization from Orbigen. To receive a return authorization number (RA), customers must be ready to provide the following information:
Purchase order number
v Orbigen's order reference number
v Catalog number and description of product
v Lot number of product
v Reason for return
v Shipping date and receipt date
Returns requested for incorrect shipments must be authorized by the Customer Service Department. All other return requests must be authorized by the Technical Service Department. Orbigen will instruct customers on repackaging products for return. The package must include the name of individual, institution, phone number, and RA number inside the carton seal. All claims are subject to investigation before return authorization, replacement or credit. Upon receipt of authorized returns, a credit will be issued, less a 20% restocking fee and the original shipping and handling charges.
Authorized Use of Products
Except as otherwise agreed in writing by an authorized representative of Orbigen, Inc., the purchase of products only conveys to you the non-transferable right to use the products purchased in compliance with the applicable intended use statement, limited use statement, or limited label license, if any, in our catalogue or on the label or other documentation accompanying the products. Unless otherwise expressly indicated, the products are intended for research use only and are not to be used for any other purposes including, but not limited to, unauthorized commercial purposes such as reselling and product manufacturing, in vitro diagnostic purposes, ex vivo or in vivo therapeutic purposes, investigational use in foods, drugs, or cosmetics of any kind, or for consumption by or use in connection with administration or application to humans or animals. You acknowledge that the products have not been tested by or for us for safety or efficacy. You warrant to us that should you use or sell the products for any other use other than research, you shall conduct all necessary tests, comply with all applicable regulatory requirements, issue all appropriate warnings and information to subsequent purchasers and/or users and be responsible for obtaining any required intellectual property rights. Please contact the Orbigen's Business Development Deaprtment to obtain information regarding use of products or their components for purposes other than as authorized above.
Product Warranty and Satisfaction Guarantee
Orbigen guarantees the performance of all products as described in the product literature. Should any product fail to perform satisfactorily according to its specifications, Orbigen will replace it free of charge or credit the customer's account with the purchase price. Orbigen reserves the right to change, alter, or modify any product to enhance its performance and design. If a product of Orbigen does not meet expectations, it may be returned for credit or exchange. The satisfaction guarantee is in lieu of any other warranties or guarantees, expressed or implied, arising by law or otherwise. Orbigen makes no other warranty, expressed or implied, including warranties of merchantability or fitness for a particular purpose. Under no circumstance shall Orbigen be liable for damages, either consequential, compensatory, incidental, or due to negligence, strict liability, breach of warranty, or any theories of use regarding the product sold by Orbigen.
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