Refund Policy

If there is a problem with the material you receive from us, please contact us at dgrc@iu.edu. We respond to complaints on a case-by-case basis, using the following general guidelines:

Clones

Failed transformations. Notify the DGRC at dgrc@iu.edu if your transformation has failed - include the results of your test disc. The DGRC will test the clone - if our transformation fails, we will repick the clone from the master plate and reship at no additional cost to you.

Incorrect clones. If you believe that the clone you received is incorrectly identified notify the DGRC at dgrc@iu.edu and provide sequence information. The DGRC will repick the clone from the master plate and reship it at no cost. If you find that the clone is still incorrect, the DGRC will sequence it. If our results confirm that the clone is incorrect, a refund will be issued and the clone will be removed from circulation.

Dead clones. If the DGRC finds a clone to be dead before the order is shipped, the clone will be removed from the order and a refund issued.

Customs problems with frozen or live bacterial slants: The recipient is responsible for notifying the DGRC at dgrc@iu.edu at the time an order is placed of any documents that are required for clearing customs. The DGRC is not responsible for clones held in customs.

Vectors

Failed transformations. Notify the DGRC at dgrc@iu.edu if your transformation has failed - include the results of your test disc. The DGRC will test the clone - if our transformation fails, we will repick the clone from the master plate and reship at no additional cost to you.

Incorrect vectors. If you believe that the vector you received is incorrectly identified notify the DGRC at dgrc@iu.edu and provide sequence information. The DGRC will repick the clone from the master plate and reship it at no cost. If you find that the vector is still incorrect, the DGRC will sequence it. If our results confirm that the vector is incorrect, a refund will be issued and the vector will be removed from circulation.

Customs problems with frozen or live bacterial slants: The recipient is responsible for notifying the DGRC at dgrc@iu.edu at the time an order is placed of any documents that are required for clearing customs. The DGRC is not responsible for vectors held in customs.

Cell Lines

Incorrect cell line. If we shipped the wrong line, we will reship the correct line at no charge.

Contamination or difficulty growing cells. If the cells appear to be contaminated or fail to grow, notify the DGRC at dgrc@iu.edu; we will work with you to identify the problem. We will reship the cells without charge only in the rare cases where it is clear that the problem is our fault. In many cases, particularly if the line in question is a difficult one to grow, we offer a discounted reshipment.

Customs problems. The recipient is responsible for notifying the DGRC at dgrc@iu.edu of any documents that are required for clearing customs. We do what we can to avoid customs problems; when they occur, we work with the recipient to rescue the shipment from customs before the cells die and to prevent similar delays on future shipments.