Ordering

Fig. 1: How do I create an account? (Click the image to enlarge)

On the left side of home page you will see the store of our products, place your order, upon check out you will be asked to create your account.

On the left of the page you will see “log in.” Please log in using your e-mail that you registered when creating an account and your password.

You will be e-mailed a tracking number to track your order through FedEx, providing we have a valid e-mail on record.

(All this information can be found in the Shenandoah Biotechnology Order Form)

• Name of Company/University
• Department
• Billing Address, City, State, Postal Code, Country
• Shipping Address, City, State, Postal Code, Country
• Telephone Number
• Name of the Contact Person, if there is a problem with the order
• E-mail for accounts payable and e-mail for person receiving the shipment
• Product Name and Catalog Number
• Product Size and Quantity
• Purchase Order Number or Credit Card Number
• Bank Wire Transfer Information

As part of our quality control processes, each lot of protein is tested for a variety of properties and the results of each test are listed on the Certificate of Analysis.  When applicable, samples are also tested for biological activity.  In some cases, there is no accessible biological test or a known function for a particular product.  In these cases, it will be indicated that no biological activity is available on the Certificate of Analysis for said products.  Because our products are used by researchers for a variety of applications that may be very different from the assay we use to demonstrate activity, we strongly recommend that you test our mini sized product in your application before purchasing a larger sized vial.

Dissatisfied with Product
If you are dissatisfied with a Shenandoah product, please report the issue within 21 days of receipt to [email protected].  Within your correspondence, you must include your account number, the product of concern and the reason for your dissatisfaction. A return authorization must be obtained from our Customer Support Department for all returns. All refunds are at the discretion of Shenandoah Biotechnology.

Defective Product
If the product is found to be defective (per Shenandoah’s discretion), please report the issue within 21 days of receipt to [email protected].  Your correspondence must include your account number, the product of concern and the reason for the claim. A return authorization must be obtained from our Customer Support Department for all returns. The product will be replaced at no charge or a refund will be issued for the cost of the original product and shipping cost. All refunds are at the discretion of Shenandoah Biotechnology.

Incorrect Product was Shipped
If an error by Shenandoah occurred resulting in shipment of an incorrect product, please report the issue within 21 days of receipt to [email protected]. Your correspondence must include your account number, the product of concern and the reason for the claim. A return authorization must be obtained from our Customer Support Department for all returns. We will send instructions for returning the unopened product. We ask that you return the vial unopened and not altered in any way. If the vial has been opened, then a 25% fee will be applied. The product will be replaced at no charge (given the vial is unopened) or a refund will be issued for the cost of the original product and shipping cost.  All refunds are at the discretion of Shenandoah Biotechnology.

Incorrect Product was Ordered
If you have mistakenly ordered the incorrect product, please report the issue within 21 days of receipt to [email protected]. Your correspondence must include your account number, the product of concern and the reason for the claim. A return authorization must be obtained from our Customer Support Department for all returns. You may return the product providing the vial has not been opened, broken or otherwise altered. When we receive the returned product and payment of any differences in product cost, we will ship a replacement product.  You will be credited for 75% of the original product price and you are responsible for all shipping, handling cost, custom fees and taxes of the return.  Any additional fees will be the responsibility of you the customer. All refunds are at the discretion of Shenandoah Biotechnology.

All Custom orders, Bulk orders, Contract orders or Special orders are ineligible for return or credit.

If the products are not handled per instructions provided with the product (or at www.shenandoah-bt.com), Shenandoah is not responsible for replacement or compensation of any kind.

Protein Products should NEVER be VORTEXED or SONICATED. If you have any questions at all, please contact Shenandoah technical support at [email protected]

All claims and returns must obtain a RETURN AUTHORIZATION in advance. Please e-mail us at: [email protected]. Shenandoah Biotechnology will not accept returns without prior authorization.

Credit cards (CC), Purchase Orders (PO) and Wire Transfers are accepted.

In order for Shenandoah Biotechnology to protect ourselves and the public, we strive to only supply products for research uses to scientific researchers. To do this, all new customer accounts are subject to a review process in which we examine the ordering customer, with the information provided. We appreciate your patience and cooperation in supplying the information necessary to complete this process promptly.

A purchase order (PO) number is an alphanumeric/numeric code created and issued by the customer to a seller indicating quantities and agreed prices for a requested product or service, and the total order value, S&H charges.

To receive more information or a quote, complete our bulk custom order form.

Concerns with orders please contact us at: [email protected] or by phone at 877.613.6020

Order products via our web site, upon check out use your assigned promotional code and place within the box provided.

There is no sales tax on our products.

Shenandoah Biotechnology prides itself in the quick response we have in filling orders for our customers. In rare situations as with bulk orders or special orders the product may need to be manufactured and cannot be released on the date the order was placed. In these instances you will be notified of the back order and the expected time of when the product will be shipped to you.

Yes. Please complete our order form entering your FedEx account number in the section provided. Using your FedEx account number cannot be done with online orders. Click here to download the Shenandoah Biotechnology Order Form.

Standard Payment terms are net 30 days.

The Card Security Code (CSC) or sometimes known as the CSV code, provides credit card customers with an additional level of security. The CSC code requires physical access to the credit card at the time of check out therefore reducing the risk of Internet credit card fraud.

For MasterCard and Visa, the CSC is located on the back of your card located to the right of the signature box. You should see either the entire 16-digit credit card number or just the last four digits followed by a special 3-digit code. This 3-digit code is your Card Security Code.

For American Express, look for the 4-digit code printed on the front of your card just above and to the right of your main credit card number. This 4-digit code is your Card Security Code.