Terms & Conditions

ONLINE PURCHASING MEANS POLICY

*To Guarantee same day shipping, please submit your order by 3 p.m. EST
 

Orders can be placed via:

  • Website: Pay with a credit card (CC), Purchase Order (PO) or Paypal
  • E-mail: Pay with a credit card (CC), Purchase Order (PO) or wire transfers 
    U.S. domestic orders at: orders@shenandoah-bt.com
  • Phone: Pay with a credit card (CC), Purchase Order (PO) or wire transfers
    Toll Free: 877.613.6020 
    Local:  215.672.7550
  • Fax: Pay with a credit card (CC), Purchase Order (PO) or wire transfers
    Toll Free: 877.617.9530 
    Local:  215.672.7552



All orders placed by new customers are subject to approval before orders are processed.

  

GENERAL ORDERING:

What information is needed when placing an order by telephone, fax, or e-mail?

  • Name of Company/University
  • Department
  • Billing Address, City, State, Postal Code, Country
  • Shipping Address, City, State, Postal Code, Country
  • Telephone Number
  • Name and e-mail for accounts payable (to contact for billing or shipment issue)
  • Name and E-mail for person receiving the shipment (to contact if there is a product issue)
  • Product Names, Catalog Numbers, Product Sizes and Quantities
  • Quote number when applicable
  • Purchase Order Number, Credit Card Number, or Bank Wire Transfer Information

 

GENERAL ORDERING QUESTIONS:

Why does Shenandoah Biotechnology review new customer accounts before processing an order?

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.

What is the Purchase Order Number?

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.

How do I cancel an order that I have already placed?

Concerns with orders please contact us at: customersupport@shenandoah-bt.com or by phone at 877.613.6020

How do I redeem a promotional code?

- Select products to order and add them to your cart via our web site
- Click on your cart in the upper right hand of the page
- Select "View" your cart or "Checkout
- Enter your coupon code EXACTLY how it appears in the space provided when you click on "Have a discount coupon?" under your TOTAL

 

 

RETURN & REFUND POLICY

What is Shenandoah Biotechnology’s return and refund policy?

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 customersupport@shenandoah-bt.com.  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 customersupport@shenandoah-bt.com.  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 customersupport@shenandoah-bt.com. 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 customersupport@shenandoah-bt.com. 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 technicalsupport@shenandoah-bt.com

All claims and returns must obtain a RETURN AUTHORIZATION in advance. Please e-mail us at: customersupport@shenandoah-bt.com. Shenandoah Biotechnology will not accept returns without prior authorization.

 

PRIVACY POLICY

This privacy notice discloses the privacy practices for www.shenandoah-bt.com This privacy notice applies solely to information collected by this web site. It will notify you of the following:

1. What personally identifiable information is collected from you through the web site, how it is used and with whom it may be shared.
2. What choices are available to you regarding the use of your data. 
3. The security procedures in place to protect the misuse of your information. 
4. How you can correct any inaccuracies in the information.

Information Collection, Use, and Sharing
We are the sole owners of the information collected on this site. We only have access to/collect information that you voluntarily give us via email or other direct contact from you. We will not sell or rent this information to anyone.

We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship an order.

Unless you ask us not to, we may contact you via email in the future to tell you about specials, new products or services, or changes to this privacy policy.

Your Access to and Control Over Information
You may opt out of any future contacts from us at any time. You can do the following at any time by contacting us via the email address or phone number given on our website:

See what data we have about you, if any.
Change/correct any data we have about you.
Have us delete any data we have about you.
Express any concern you have about our use of your data.

Security
We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.

Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for "https" at the beginning of the address of the web page.

While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment.

If you feel that we are not abiding by this privacy policy, you should contact us immediately via telephone at (877) 613-6020 or via email info@shenandoah-bt.com