Questions about Purchasing

I need an estimate before I make a purchase. How can I get one?
You can obtain an estimate here (link). 

How quickly can you fill my order after I approve an estimate?
If you are an established customer, we can often ship out your order on the next available shipment date, typically within five days of approval. If you are a new customer, we require payment before releasing your order for shipment. If your organization needs a proforma invoice before making payment, please request one after approving your estimate. 

What information do you need from me when I place an order? 
We need:

  • Product Catalog Number 
  • Quantity 
  • Shipping Address
  • Name of Recipient
  • Phone Number of Receiving Party 
  • Billing Address
  • Accounts Payable/Payee’s Email
  • Method of Payment: Check, Credit Card, Wire Transfer*
    *Please note that first-time customers prepay or use a credit card for payment. After your initial order, you may use a purchase order (PO) on Net 30 terms. 

How can I place an order?

You may place an order with Chondrex, Inc. in one of four ways: 

Call us at 425-702-6365 or 888-246-6373 anytime between 8:30 am and 4:30 pm PST to reach a member of our sales team who will assist you with your order. You will receive a confirmation email once the order has been processed. If you do not receive a confirmation email, please reach out to us to confirm your order. 

Fax your orders to 425-882-3094. You will receive a confirmation email once the order has been processed. If you do not receive a confirmation email, please contact us to confirm your order. 

Email purchase orders or order requests directly to our order@chondrex.com email addrss. You will receive a confirmation email once the order has been processed. If you do not receive a confirmation email, please reach out to us to confirm your order. 

Here on our website, search for the products you are interested in purchasing, add them to your cart and proceed to check out. If you are a new customer, you will be asked to create an account. Returning customers will be asked to login. Follow the subsequent prompts and enter your payment information. If you encounter any technical issues, please do not hesitate to contact us. 

Do you charge tax? 
We only charge sales tax for orders purchased in Washington state, New Jersey, and Indiana. 

Do you offer any discounts? 
We do. Here are a few of the discounts we offer (some restrictions may apply). 

Bulk discounts: Depending on the product and quantity, Chondrex, Inc. provides larger discounts the more you buy. If you are placing an order on our website, you can add items to your cart to see the bulk discounts update in real-time. If you are unsure if a product qualifies for a bulk discount, please contact us. 

10% Academic Discount: If your studies are funded by an academic institution, you are eligible for our Academic Discount. Claim this discount by noting it in the comments section of your PO or Web Order. The final discount amount will be sent in the confirmation email.
10% Publication Discount: If you recently published a paper referencing Chondrex, Inc. products, send us a link to your publication to receive 10% off your next order.  

Please contact us for more discount information.

Questions about Shipping

What carrier do you use? 
Our standard carrier is FedEx and we ship most of our products via FedEx Standard Overnight as they are temperature-sensitive. Our shipping charges are determined directly by FedEx. We charge no more than what FedEx charge us to ship your order. If you have a FedEx, DHL or UPS account that you would like us to use, please note that on your PO or Web Order. 

What are your incoterms? 
Our incoterms are Free Carrier (FCA). This means that when the product leaves Chondrex, Inc.’s point of distribution, the customer assumes ownership of these products and all risk of loss. Chondrex, Inc. accepts no liability for any losses or for damages arising out of delays in delivery. 

Can you ship my order to ________ ?
We ship our products worldwide. Our current schedule for shipping is as follows:
USA: Monday – Wednesday (We also can ship to California on Thursday) 
Europe: Monday and Friday
Asia and Other Regions: Friday

My package is stuck in Customs Clearance. Can you help me clear it? 
Customs Clearance is the customer’s responsibility since the regulations vary by country.  While Chondrex, Inc. will provide the necessary paperwork required for customs clearance (such as Biological Declarations, Certificates of Analysis, Safety Data Sheets, Commercial Invoices, etc.), we do not work with customs agents in your country to clear your package. Additionally, we do not cover fees related to importing your package (duties and taxes). As the importer, these fees are your responsibility. If you are not comfortable with the importing process, we recommend using one of our distributors (link). 

Do you offer same day shipping? 
If we receive your order by 9:00 am (PST), we will plan to ship it that same day. After 9:00 am, it will be scheduled for the next available ship date. Please note that if we receive an order for a kit with a precoated plate, we are unable to ship that order the same day because it takes a full day to prepare the plate. 

It says my package was delivered, but I never received it. What should I do? 
We are sorry to hear that! The first thing you should do is contact the carrier company. Inform them of the situation and try to resolve the issue with them directly. If you are unable to make progress, please contact us and we will see how we can help. 


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