Order FAQ | Support

General FAQs

This page contains Bio Basic's general and product related FAQs. For FAQs related to our services, please follow the respective links below:

Antibody Production
DNA Sequencing
Gene Synthesis
Oligo Synthesis
Peptide Synthesis
Protein Production

Tips for faster service:
i) For order status, please provide us your Sales Order Number (S.O.No.).
ii) For product inquiries, please provide us the the Catalog Number of the product of interest.
iii) If you want to compare products, please provide us the Catalog Number of any company's product.

1. What is the status of my order?
2. What shipping provider(s) do you use?
3. Can you use my shipping account?
4. How do I know my order is confirmed?
5. What payment methods do you accept?
6. What credit cards do you accept?
7. Can I buy products and services for myself i.e as a personal purchase?
8. I have a technical question regarding a product, whom do I contact?
9. Products in my shipment seems to be damaged, what do I do?
10. Products in my shipments are missing, what do I do?
11. I would like to return or exchange a product, is this possible?
12. What are Bio Basic's Terms and Conditions?
13. What do Bio Basic's Material Grades refer to?
14. Does Bio Basic ship to residential addresses?

What is the status of my order?

Please contact the appropriate department and provide us your order information such as the Sales Order Number (S.O.No.). If you are unsure whom to contact, please email us at order@biobasic.com and we will transfer your inquiry to the appropriate department.

What shipping provider(s) do you use?

We typically use Fedex for Canadian and International shipments and UPS for shipments in the United States, unless directed otherwise.

Shipments can either be made by ground or by air depending on the composition of the package. Services and cold items (which require refrigeration) are usually shipped by air via priority overnight, whereas products which are stable at room temperature are shipped via ground shipments.

Starting December 9th, 2021, shipping fees will increase by 15% to reflect current UPS and Fedex pricing.

Can you use my shipping account?

Yes, in most cases we can use your carrier and/or shipping account if you provide us with your account information.

How do I know my order is confirmed?

After placing your order at Bio Basic, you will receive an order confirmation email from our customer service department to verify the information you provided. We usually provide order confirmation emails within 24-48 hours. Note that for orders placed on weekends or during our office holidays, confirmation emails may take a day or two longer to be sent out to you.

What payment methods do you accept?

We accept payments made by Credit Card, Cheque, Purchase Order (PO) and bank Wire Transfer.

What credit cards do you accept?

We accept the following credit cards: Visa, MasterCard and American Express.

Can I buy products and services for myself i.e as a personal purchase?

No, Bio Basic is a B2B company and will only sell to organizations and not individuals. Our products and services are for research purposes and thus cannot and will not be sold for personal use.

I have a technical question regarding a product, whom do I contact?

Please contact our technical department at inquiries@biobasic.com and be sure to provide them with the product catalogue number for quicker responses.

Products in my shipment seems to be damaged, what do I do?

Please inspect your shipment upon receipt. If it shows any external damage, accept it ONLY AFTER the driver has noted the damage on both his and your copies of the delivery receipt, AND you have requested an inspection by the carrier, or you may relinquish your right to make a claim.

If you find damage (internal) upon opening a shipment, please report the damage to both Bio Basic and the carrier within 24hrs of delivery, or you may relinquish your right to make a claim.

Products in my shipments are missing, what do I do?

If you find that items are missing from your shipment, please report this to both Bio Basic and the carrier within 24hrs of delivery or you may relinquish your right to make a claim. Either we may have forgotten to include the additional items in your shipment, or the carrier has misplaced/ forgotten some items for your shipment. It is also possible that the item you requested to be shipped is still on "backorder" and would be shipped separately at a later date.

I would like to return or exchange a product, is this possible?

All returns and exchanges must be authorized by Bio Basic. Product returns may be subject to a 25% restocking charge. Please call in or email us for an authorization number. To be approved for a return or exchange, all packages of individual products should be unopened and therefore must be in an unused condition. We reserve the right to inspect them before issuing credit. Product(s) must be returned within 60 days upon your receipt. Return shipments of hazardous material must be packed and labelled to meet DOT regulations. All shipping documents must meet DOT regulations. Products created by using our services are not eligible for returns or exchanges.

What are Bio Basic's Terms and Conditions?

Please click here to view Bio Basic's terms and conditions.

What do Bio Basic's Material Grades refer to?

ACS Grade: Materials conforming with the specifications and procedures outlined in the American Chemical Society Specifications, 9th Edition, 2000.
USP Grade: Materials conforming with the specifications and procedures outlined in the United States Pharmacopeia, 26th Edition, 2003.
Analytical Grade: Designates reagents suitable for use in analytical procedures.
Ultra Pure Grade: Material with a purity level exceeding the various monograph grades.
Biotechnology Grade: Materials equivalent to Ultra Pure, but particularly suitable for use in Molecular Biology applications. Tested for specific contaminants such as nucleases, etc. where appropriate.
Certified/Certifiable Grade: Materials, typically dyes and stains, that meet the requirements of the Biological Stain Commission. Certified reagents have been tested and validated by the Biological Stain Commission.
Electrophoresis Grade: Material especially suitable for use in Electrophoresis applications.
High Purity Grade: Materials of superior quality where there are no published standards.
Reagent Grade: High Purity materials which meet the specifications noted in Bio Basic's catalogue.
Technical Grade: Materials of selected commercial or industrial quality.

Does Bio Basic ship to residential addresses?

No. Effective February 1, 2022, Bio Basic Canada Inc will not proceed with ANY laboratory reagents orders to any company that have residential address in Canada. The order and/or shipping address must be from a university, a hospital, an academic institute, an approved biotech from Bio Basic screening procedure with a valid commercial business address, a pharmaceutical company. All others orders are rejected.

Bio Basic Canada Inc. also reserves the right to reject any order that contains hazardous materials to even biotechs with valid registration based on government regulations, as well as Bio Basic internal safety policies.

See official statement here.