Account and Ordering
1. How do I place an order?
You can place an order online using a purchase order or a credit card for payment. You can also send a purchase order to email@example.com, fax the order to 440-508-2919, or call us during business hours at 833-CELLERO (833-235-5376).
2. What payment methods do you accept?
We accept purchase orders, Visa, MasterCard, or American Express for payment. If you use a purchase order, we can accept checks, ACH, and wire transfers.
3. How do I open an account with Cellero?
We don’t assign account numbers. All you need to do is place an order with us. If you place your order from our website, you will have to create a user account. We will accept your institution’s purchase order and extend net 30 terms. If you need a W9 or other vendor information, please contact us by phone at 833-CELLERO (833-235-5376) or by email at firstname.lastname@example.org.
4. I can’t remember my password. How do I get into my account?
If you’ve tried to reset your password and it isn’t working, call us at 833-CELLERO (833-235-5376) during business hours and we can reset your password for you.
5. How can I check on my order status?
You can call us at 833-CELLERO (833-235-5376) or send an email to email@example.com if you need to check the status of an order.
6. When will you ship my order?
If the item you’ve ordered is in stock, we will ship it the day we receive the order. Orders received after 3:00 pm PST or on Fridays will be shipped the next business day. There are times when there are service disruptions due to weather and we may recommend that your shipment be postponed during those times.
7. Who do I call about problems with my order?
Call 833-CELLERO (833-235-5376) or email us at firstname.lastname@example.org and we will do our best to fix any problems. If you have a technical problem, just let us know so your call can be routed to one of our scientists, or email email@example.com.
8. I don’t understand your catalog numbers. Can you explain?
Yes, they are a bit confusing at first but here is how it works. The first four numbers are the catalog number. The numbers after the dash are a lot number. The lot number allows you to select the donor you want. If you don’t care which donor you get, you can request a catalog number and we will select a donor for you.
9. Can I specify packaging and/or lot separation?
Yes, as long as it doesn’t compromise the product.
10. Do you ship outside the U.S.?
Yes, we do ship outside the U.S. Please check out our list of distributors to see if we have a distributor in your country. They can facilitate your order.
11. My email address has changed. How do I update this information in my current account?
Login to your account and select Profile to update your email address.
12. What can cause my order to be delayed?
Usually orders will ship upon receipt if the product is in stock. When there is a delay, it can be due to severe weather. We do try to avoid shipping when there are disruptions in air travel because we don’t want your order to be ruined by a shipping delay. Orders can also be delayed by incorrect pricing on your purchase order or your item may have sold out before we received your order. If you are ordering through a large distributor of scientific products, we can’t contact you directly to work out these kinds of problems. Whenever possible, you should order directly from us or contact us regarding any issues with your order.