Q: Do I need to prepay?

In <a href="/support/shipping-storage-support.html">certain countries</a>, we may ask you to prepay for your order. This means you'll have to pay before your product is shipped. If you need to prepay, you can request a proforma invoice at checkout. You can then pay by credit card or wire transfer. Contact us to find out if you need to prepay in your region.

Q: What is Abcam's return and replacement policy?

We&#39;ll consider accepting returns of products, and offering refunds or replacements in the unlikely event that you experience issues. This offer is only valid for products purchased directly from Abcam and its authorized distributors.

Question 1

How do I pay?

Accepted Answer

Please find our payment options below. Please note that in some countries we require prepayment. This means you have to pay for the goods before we ship them to you.

Question 2

How do I pay by credit card?

Accepted Answer

During the online checkout process, you can enter your card details when prompted. Your credit card details will be stored in your account, so you can easily re-order next time. If you don't place the order yourself, but a purchasing agent does this for you, then you can give them the details of your desired items using the saved baskets feature.

Question 3

How do I pay with a purchase order (PO) number?

Accepted Answer

A PO number is a unique number used by certain organizations for verification purposes when making purchases.

When you order with a PO number, we will include this PO number on the invoice. This enables your organization's administration to confirm the invoice is valid. If your organization uses formal PO numbers, please enter the PO number during the online checkout process when prompted.

If your organization does not use formal PO numbers but you still want to buy online, then enter your initials and date in the 'purchase order number' box instead. You will then get an invoice in your account for your organization to approve.

Question 4

How do I pay via bank/wire transfer?

Accepted Answer

If you have a quote or proforma invoice, you can pay us via bank transfer (wire transfer in the US). The bank account details will be shown on the invoice.

Question 5

Do I need to prepay?

Accepted Answer

In certain countries, we may ask you to prepay for your order. This means you'll have to pay before your product is shipped.

If you need to prepay, you can request a proforma invoice at checkout. You can then pay by credit card or wire transfer. Contact us to find out if you need to prepay in your region.

Question 6

My antibody is unavailable, what alternative would you recommend?

Accepted Answer

Products may not be in stock right away, or ocassionally we decide to discontinue products.

When this happens, our website will often automatically recommend alternative antibodies to use when you attempt to bring up the datasheet. You should always double-check the specifications of the antibody before making a purchase. If no recommendation is available, try searching our website.

Question 7

What specifications should I consider when selecting an alternative antibody?

Accepted Answer

When selecting an alternative, make sure the following specifications match the original product as much as possible:

Target
Application
Species Reactivity
Host Species
Conjugate
Clonality
Modifications

Question 8

How can I apply to the Abcam trial program?

Accepted Answer

If you can't find an antibody that's been tested in the right species and application, then consider applying for our Abcam trial program. This allows you to trial antibodies in new species' and applications without financial risk.

Question 9

What is Abcam's return and replacement policy?

Accepted Answer

We'll consider accepting returns of products, and offering refunds or replacements in the unlikely event that you experience issues. This offer is only valid for products purchased directly from Abcam and its authorized distributors.

Question 10

What should I do when my product doesn't work as expected?

Accepted Answer

Quality is important to Abcam. Therefore, if a product does not perform as described on the datasheet please contact us within 12 months of delivery.

Our dedicated team of scientific experts will examine details of your protocol to determine whether the problem is protocol related or product related.

For protocol-related problems, our experts will give you independent professional advice.
For product-related problems, a replacement or refund will be offered, provided you have handled the product correctly.

If you do not provide details of your protocol or follow the recommendations of our experts, Abcam will unfortunately be unable to issue a replacement or refund.

Question 11

What should I do if I ordered the wrong product, or if I no longer want a product

Accepted Answer

If items are ordered incorrectly, Abcam will consider taking them back. Keep reading below for more information.

If items are ordered incorrectly, Abcam will consider taking them back. However, this excludes products which have special shipping requirements, including those shipped on dry ice and those hazardous for transport. For such products, please store as indicated on the datasheet and contact Abcam as soon as possible.

All requests for returns must have prior authorization and must be shipped back to Abcam at the cost of the purchaser within 7 business days of receipt of the items. Items must be shipped overnight and returned in the same or equivalent packaging (i.e. cold and insulated) as originally dispatched by Abcam.

Please note that Abcam does not permit the return of, or offer refunds for incorrectly ordered items in Asia Pacific distributor regions.

Please contact us to arrange the return of your item.

Question 12

What should I do if the wrong product has been received?

Accepted Answer

In the unlikely event of receiving an incorrect item, please contact us immediately. Store the item in the original packacing, and using storage instructions on the datasheet. Please do not attempt to return the item yourself. Abcam will then get back to you promptly to make sure you receive the correct product.

Question 13

What is a product advisory notice (PAN)?

Accepted Answer

When you purchase a product with us, we will keep you informed about any changes made to that product's datasheet by sending out an email notification called a Product Advisory Notice (PAN). This explains any updates such as target changes, changes in tested applications and species, or, in rare cases, removal of a product from our catalog due to quality issues.

Some PANs are informational to let you know about minor changes, while other PANs are more serious; in these cases we will offer you a free alternative product, or a full refund of the original order.

Question 14

How do I track my order?

Accepted Answer

Get live updates on the status of your order and its expected delivery time from your account.

Question 15

How do I place an order?

Accepted Answer

You can order in a number of ways.

Question 16

How do I order online?

Accepted Answer

Our website allows you to find and order the products you need quickly and easily.

Search for products using the main search bar on our website. If you need help narrowing down your search, refer to this article.

Alternatively, if you know the product's abID or product number, enter this into the 'quick order' dropdown at the top of the page, which will automatically add the product into your basket.

Once you've added all the items you'd like to your basket, follow the steps in the check-out process to complete your order.

Once the order has been placed, you will receive an order confirmation email, and the order will be dispatched the same day depending on the time of order and stock availability.

Details of previous orders can easily be viewed via your Abcam online account.

Question 17

How do I order via E-procurement?

Accepted Answer

Abcam supports a variety of eProcurement systems for placing orders with hosted or punchout product catalogs.

Question 18

How do I order via distributors?

Accepted Answer

We ship our products to 143 countries around the world, and in most cases we will ship the ordered products to you directly. However, in some countries, we might need to involve one of our distributing partners.

If you are in one of the countries covered by distributors, go to the Contact us page on our website, and select your country from the drop-down menu at the top of the page. If we ship via distributors to your country, your local distributor’s contact details will be visible. You can then contact your distributor directly to place your order.

Question 19

Is VAT included in the prices of your products?

Accepted Answer

Our prices don't include value-added tax (VAT). Unless you have an exemption, you need to pay VAT if you're ordering from the European Union (EU) or the UK.

Question 20

What do I do if my UK-based organization is VAT exempt?

Accepted Answer

Some UK organizations, like universities and charitable organizations, are VAT exempt.

If this is the case for you, check with your purchasing department and send a signed copy of your VAT exemption certificate to orders@abcam.com when placing your order. This must include the AbID/catalog number of the ordered product(s), and must cite ‘VAT Act of 1994’.

Question 21

What do I do if my EU-based organization outside of the UK is VAT exempt?

Accepted Answer

We must charge VAT unless your organization is registered as being exempt.

If this is the case, you can enter your VAT identification number during the checkout process while placing the order. Please also include the country code prefix for the VAT number.

Question 22

How do I order with a quote or an invoice?

Accepted Answer

Find out how to obtain quotes and pro-forma invoices below.

Question 23

What is a quote?

Accepted Answer

A quotation, or quote, is a formal document outlining items, costs, and delivery terms. This can be useful if your organization requires it. Quotes are usually offered automatically when paying for a customized proteomic reagent or an assay project.

Question 24

How do I get a quote from Abcam?

Accepted Answer

If you need a quote, contact us using the 'orders' email address for your region.

Question 25

What is a pro-forma invoice?

Accepted Answer

.A pro-forma invoice is similar to a quote, but is mainly used if you need to pay before your order is shipped.

Question 26

How do I get a pro-forma invoice from Abcam?

Accepted Answer

If you're in a country where pre-payment is required, you can either pay upfront by credit card or request a pro-forma invoice during the online checkout process.

Question 27

Can I order in bulk?

Accepted Answer

Scale up your project with the same product quality and customer support you expect from standard catalog products.

Question 28

Does Abcam fulfill large volume orders?

Accepted Answer

Yes: many of our antibodies, reagents, ELISA and other assay kits can be ordered in bulk.

Question 29

Who do I contact for pricing on a large volume order request?

Accepted Answer

Contact your regional sales team to discuss your needs by clicking on one of the below links, and we'll work quickly to offer you a quote based on your requirements.

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