What are your shipping charges?
Shipping Fees: All orders are shipped by FedEx 2 Day (US) or FedEx International Economy/Priority (outside of US). Shipping fees are determined using FedEx’s real-time shipping calculator.
Duties and Taxes: Please note that any duties, customs, or other fees associated with international shipment will be the responsibility of the customer.
When do you ship?
We make all efforts to ship all in-stock orders by the next business day.
Where do you ship?
We can ship to any country in the world serviced by FedEx.
What is the transit time?
We ship by FedEx 2 Day or International Economy/Priority. The transit time is typically within 2-4 business days.
Does the transit time affect the antibodies or fluorophores?
The antibodies are delivered as lyophilized powders that are stable at room temperature (RT) for long periods of time. Should any antibody or fluorophore need to be shipped in refrigerated recyclable packaging or on dry ice to maintain their quality during transit, these products will be shipped separately and at a higher rate than our other products.
How will I know if my order has been processed?
We confirm receipt of all orders by e-mail. Typically, this confirmation e-mail will also include package tracking details (when appropriate) so that you can monitor the progress of your order.
Return & replacement policy
If a product does not perform as described on the product information sheet, please notify us by e-mail within 30 days of delivery and 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.
If you do not provide details of your protocol or follow the recommendations of our experts, Lucerna™ will unfortunately be unable to issue a replacement or refund.
This offer is only valid for products purchased directly from Lucerna™.
All requests for returns must have prior authorization and must be shipped back to Lucerna™ within 7 working days of receipt of the items. Items must be returned in the same or equivalent packaging (i.e. cold and insulated) as originally dispatched by Lucerna™.