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CellBank Australia makes every effort to ensure our products arrive with you in a satisfactory condition. If you have any questions about your delivery or a problem that requires resolving, please contact us immediately and complete a Customer Service Information Form. If you do experience any difficulties, please contact us promptly as we are unable to accept liability for quality problems which are reported 30 days following the date of shipment.
CellBank Australia understands that cell culture is a complex procedure requiring specific growth conditions and practical expertise. We offer cell culture technical support and advice to answer any questions you may have about the growth of your cells. All cell cultures from CellBank Australia and HPA Culture Collections are extensively checked for microbial contamination and fully authenticated.
Customers receiving cell cultures that are not entirely satisfactory are eligible to receive a replacement in accordance with the following criteria.
CellBank Australia cannot accept liability for quality problems relating to CellBank Australia or HPA cell lines if:
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Reported more than 30 days following the date of shipment.
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Reported following subculture of the cells in the customer's laboratory.
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Attributable to a failure to adhere to recommendations for media and sub-culture.
In the event of claimed product failure CellBank Australia reserves the right to refuse reimbursement if, following investigation, it can reasonably demonstrate that identical units from the same lot no. actually fulfil quality specifications.
Please Note: Where possible, frozen cells will normally be replaced by growing cultures (to eliminate resuscitation difficulties). Replacement cultures may be provided at no charge, however, if CellBank Australia cannot substantiate the claim, shipping costs and a replacement fee will be charged.
Suggestions: It is strongly recommended that a stock of the cell line(s) is frozen as soon as possible after receipt at approximately 2 x 106 cells/ml to prevent loss of cells. We also recommend that you maintain a back-up flask until you have made a token freeze.
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