FAQ

Complete the online order form here:
Place Order | INCELL.
You may also email [email protected] or call
(210) 877-0100 or toll free 1-800-364-1765.

Please include the following information in your purchase order or email:

• Institution or Company Name
• ATTN – Name of the person receiving the package
• Shipping Address (include building, room/lab number), City, State, Zip Code, Country
• Billing Address
• Email address for the shipping contact
• Billing email address
• Phone number
• Product/Catalog number
• Quantity
• Purchase Order Number (if applicable)
• Courier/Shipping Account Number (if applicable)
• Shipping Method (Domestic, 2 Day or Overnight)

Yes. You may request a quote through the website or email
[email protected].

Quotes are valid for 30 days. Shipping and customs costs may vary at the time of shipment.

INCELL ships domestic orders Monday through Wednesday with arrival approximately two days after shipment.

International orders ship on Monday with estimated arrival by Friday.

An $75 International Processing Fee applies to all international orders.

INCELL ships using UPS by default. FedEx or DHL may be used if the customer provides a courier account number.

INCELL does not ship via USPS.

• Cell Culture Media: shipped between 2°C and 8°C using ice bricks.
• Cells: shipped frozen using dry ice.

Yes. Certificates of Analysis are included with every order. Safety Data Sheets and product description sheets are available on the product pages.

INCELL operates under Net 30 terms. Payments after this period may be subject to late fees.

Yes. A secure payment link will be included with the final e-invoice.

• Checks from US banks (USD)
• ACH transfers
• Wire transfers

Note: Customers are responsible for all banking fees associated with ACH or wire payments.

Orders must be cancelled at least 24 hours before shipment.

Contact INCELL immediately by email or phone.

All concerns must be reported within 48 hours of receipt and include photos of the issue.