What do I do if there's a problem with my order?

Cellbase and our suppliers are committed to resolving any order issues quickly.

Common issues and solutions

Damaged shipment:

1. Document damage with photos before opening package
2. Note any damage on carrier delivery receipt
3. Contact supplier immediately with photos and order number
4. Supplier will file carrier claim and send replacement

Temperature excursion (cold chain products):

1. Check temperature indicator immediately on receipt
2. If indicator shows temperature compromise, don't use product
3. Contact supplier within 24 hours with photo of indicator
4. Supplier will investigate and arrange replacement if warranted

Missing items:

1. Check packing slip against what you received
2. Verify no additional packages are expected
3. Contact supplier with order number and missing item details
4. Supplier will investigate and ship missing items

Wrong product received:

1. Don't open or use the incorrect product
2. Contact supplier immediately with order number
3. Supplier will arrange return and ship correct item

Product quality concerns:

1. Stop using product immediately
2. Retain product in original packaging
3. Document the issue with photos if possible
4. Contact supplier with batch/lot number and description
5. Supplier will investigate and determine appropriate resolution

Cellbase support: If you're unable to resolve an issue directly with a supplier, contact sales@cellbase.com. We'll work with both parties to reach a fair resolution.

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