Sometimes stocks are not sent because they are sick or have died, or the demand for a certain stock was too great for our supplies. Unsent stocks should not appear on your user information sheets and you will not be charged for those stocks (a credit will be issued if you paid in advance). If your group still needs a stock that was not sent, please wait two to three weeks and order it again from our website. If you have questions about an unsent stock, contact Kim Cook or send an email to our general BDSC mailbox.
Is it time to worry? Check our order fulfillment schedule to determine when your stocks should have shipped. It may have been sitting in your institution's mail room for you to pick up. Stocks sent by post should arrive within a week (USA) or 10 days (international) of our shipping date, but it is not unusual for shipments to take 10 days to reach a USA destination and 2 to 3 weeks to arrive overseas. International shipments may be delayed at points of entry. Contacting your country's Customs office may be necessary if this is a recurring problem.
Has someone else received your stocks? Check with others in your user group. Multiple requests for stocks on the same account in the same order round are combined and shipped in a single package. The package will be addressed with both names if two people ordered stocks, or with one name and "Others" if three or more ordered in a given round.
Find out if your stocks shipped. If you have not received stocks that should have arrived, contact Kim Cook or send an email to our general BDSC mailbox. Tell us your order number, or the name and account number under which the order was placed and the approximate order date. We'll let you know the status of your order.
Request replacement of a missing shipment. If your stocks were shipped at least one (USA) or two (international) weeks ago and you have confirmed that the package did not arrive, order them again as replacements (see Dead Stocks below for details).
A dead culture is one in which the eggs and larvae as well as the adults were killed in the shipping process. If you receive vials that have no living adults or larvae, please wait a few days to see if any eggs survived. If you still have no larvae after a few days, please read our Replacement Policy and then order a replacement from our website within 6 weeks of the original shipment date. You can simply type the stock number in the Order Form and add it to the cart, click "Checkout", then check the box in the DOA column and submit the order (see Checkout to Submit Your Order on the How to Order page for details). We share the risk of shipment loss with you by replacing any stock that dies in transit once without charging a stock or handling fee, and we pay reshipment postage if $5 or less. If you use courier service, or postage costs exceed $5, you pay the courier or postage charges for the reshipment. If the replacement shipment also dies in transit our normal charges will apply to additional orders for the lost stock or stocks. It is not necessary to contact us in advance about DOA orders.
User feedback is a crucial source of information about genotypic problems with our stocks. If the phenotype of a stock you receive is not consistent with the genotype please contact us with the relevant information.
Although mites are a rare occurrence in our stocks, we cannot guarantee that the subcultures you receive will be mite-free. If you find mites in a stock you receive from us please contact us immediately with the stock number(s).