Shipping and Delivery Policy
Norgen Biotek is committed to ensuring that your products are delivered efficiently and in optimal condition. Below are the details of our shipping policies, including order processing times, shipping methods, and related terms.
Order Submission Time: Orders submitted by 2:00 PM (EST) will be processed on the same business day, subject to applicable conditions*. Orders received after this time, or on weekends and public holidays, will be processed on the next business day.
*Conditions apply.
Order Shipping Time: Norgen Biotek typically ships all products within ten (10) days of order confirmation. In most cases, orders are shipped sooner, as items are usually in stock. If any shipping delays are anticipated, we will notify the customer.
Backordered Items: If an item is out of stock, our team will notify the customer with an expected shipping.
Shipping and Delivery Charges: Any applicable shipping, handling, hazardous material, duties, and tax charges are prepaid by Norgen Biotek and added to the invoice for customers in Canada and the USA. If applicable, insurance costs are charged to the customer. International orders are subject to the same applicable charges, except that taxes and duties are the responsibility of the customer. Norgen Biotek reserves the right to change the shipping and delivery charge conditions at any time.
Shipping Methods: The most appropriate shipping method will be chosen for each order dependent on the customer's location, product shipping temperature and/or the hazardous material determination of the products within the order.
Shipping Discrepancies and Nonconforming Products Clause
If a shipment fails to be delivered as scheduled, Norgen Biotek will provide reasonable assistance in filing a claim with the freight company. You are expected to inspect all deliveries upon receipt. If we do not receive notification of issues within 30 days of shipment, we will assume that you have accepted the product and it conforms to the specifications. This policy does not affect your rights regarding products that develop faults or fail to meet specifications within the limited warranty period.
Norgen Biotek Limited Warranty
Norgen Biotek warrants to you, our direct customer, that our products will substantially conform to the descriptions provided in our catalogs and accompanying literature until their respective expiration dates. If no expiration date is provided, the warranty period will be one (1) year from the date you receive the goods. This warranty is exclusive, and no other warranties, express or implied, are made, including any implied warranties of merchantability or fitness for a particular purpose.
This warranty is void if, in Norgen Biotek's sole judgment, the goods have been altered, misused, or not stored or used in accordance with the instructions we provide. In the event a product is proven to our satisfaction (through analytical methods reasonably selected by us) to be defective or nonconforming, our sole and exclusive liability, and your sole and exclusive remedy, will be the replacement of the product at no charge. Alternatively, at our discretion, we may issue a credit or refund upon the return of the goods in accordance with our return policy and instructions.
Under no circumstances shall Norgen Biotek be liable for any indirect, special, incidental, consequential, or exemplary damages, including but not limited to lost profits, regardless of the legal theory (whether contract, negligence, strict liability in tort, or warranty). This applies even if we were advised of the possibility of such damages.
For custom-manufactured products based on your instructions, specifications, or directions, Norgen Biotek is not liable for the sufficiency, fitness for purpose, or quality of the products to the extent such issues arise from your specifications or directions.
Norgen Biotek shall not be held liable for any loss, damage, or penalty resulting from delays in manufacturing, delivery, or other performance due to causes beyond its reasonable control.
Cancellation and Return Policy
Order Cancellation Policy
To cancel an order with Norgen Biotek, please contact our Customer Care team at orders@norgenbiotek.com. Orders for standard catalog products may be canceled if they have not yet been prepared for shipment or shipped.
Orders for custom, specially configured, or non-inventoried products cannot be canceled. Norgen Biotek reserves the right to decline order cancellations once processing has begun, and orders that have already shipped cannot be canceled. All cancellations are subject to Norgen Biotek's approval.
Return Policy
All product returns require prior authorization from Norgen Biotek's Customer Care team. Please contact our Customer Care team at orders@norgenbiotek.com. Returns must be requested within 30 days of the shipping date, and products must be paid for before initiating the return shipment.
Certain products may not be eligible for return due to regulatory or storage requirements, including but not limited to: diagnostic reagents, refrigerated or frozen products, reagents and standards that have passed their expiration dates, custom or special-order products, products missing labels, parts, or instruction manuals and books, or any products removed from their original packaging. Products that have been opened, used, or have a broken quality seal are not eligible for return.
All returned items will be inspected upon receipt to determine eligibility. Based on this assessment, Norgen Biotek may issue a full refund, partial refund, or deny the refund. A 20% restocking fee applies to all accepted returns, which may be waived if a replacement order or credit note of equal or greater value is placed.
The customer is responsible for return shipping costs. Norgen can provide shipping labels upon request and adjust the shipping cost against the refund amount.
Return of Nonconforming Product:
If you return a product that you believe does not conform to the specifications provided and is covered under our limited warranty, Norgen Biotek will assess the product to verify the nonconformance. If confirmed, a replacement will be sent within 48 hours for items in stock. For replacement items not in stock, an estimated lead time will be provided. If Norgen requests the return of the nonconforming product, return shipping costs will be covered by Norgen Biotek.
Shipping Discrepancies and Nonconforming Products Clause
If a shipment fails to be delivered as scheduled, Norgen Biotek will provide reasonable assistance in filing a claim with the freight company. Customers are expected to inspect all deliveries upon receipt. If notification of issues is not received within 30 days of shipment, it will be assumed that the products have been accepted and conform to specifications.
This policy does not affect your rights regarding products that develop faults or fail to meet specifications within the limited warranty period.