Questions & Answers
How can I contact you?
Please see our "Contact us" page where you will see our physical address, telephone number and contact e-mail address. There you will be able to send us e-mail online and directly from the page.
What year was your business started in?
Our business was started in 1997 and we incorporated in 2001 in the State of New Jersey to conduct our business with more efficiency and professionalism.
Do you share or sell personal information of your clients to third parties?
No, absolutely not!
Please read our privacy and security pages for more information. We value and protect our customers' privacy and do everything that we possibly can to make such information secure while in our possession. We employ SSL certificate security to ensure your personal information, including credit card numbers, is safe while you are communicating with our website. We delete your credit card information from our server as soon as your transaction is completed, we never store credit card verification numbers, and we are constantly working with our web developers to ensure our website is safe to use for our customers.
Can I be sure that items I am buying on your website are brand new/not refurbished?
We believe that the best way to conduct business is to conduct it with honesty - all items sold on our web site are brand new and carry a manufacturer's warranty (unless otherwise clearly specified in the item description).
What should I do if I need to return the item I bought from you?
Please read the instructions on our "Return Policy" Page
Why does iGem.com need to verify my shipping address?
For fraud prevention purposes, if your billing and shipping addresses are different, we must verify your shipping address. Please contact the bank that issued your credit card and have your shipping address listed as an alternate address in that bank's memo field. Practically all banks agree to place your alternate addresses on file as it reduces bank losses. If your order requires shipping to an address different from your billing address, please provide your credit card issuer's name and customer service phone number in "Order Notes" field.
Does iGem.com provide technical advice or support?
iGem.com does not offer any technical assistance. Please contact the manufacturers for accurate answers to your technical questions.
Does iGem.com have a walk-in store or a will-call facility where I can physically pick up my merchandise?
We do not have a store or will-call facility. All orders are placed online and shipped via USPS, FedEx and UPS - no exceptions. We do not service customers in person.
Is it mandatory to obtain an RMA number in order to return a product to iGem.com?
Yes. You must obtain a Return Merchandise Authorization ("RMA") number within the applicable Return Policy period. iGem.com will not accept returns without prior authorization and an RMA number. Once issued, RMA numbers are valid for 10 days. iGem.com must receive the returned products within this time frame. RMA numbers will not be extended or reissued. The customer should prominently display the RMA number(s) on the shipping label of boxes containing the returned product.
What address should I send my return to?
The address to send an RMA to is:
IGEM Corporation
165 Amboy Rd Unit 401
Morganville NJ 07751
Attn: RMA# (write your RMA number here)
No items will be accepted without RMA number.
May I exchange my RMA'd item for a different product?
No. We do not exchange RMA items for different items. We will only replace an RMA'd item with an identical replacement item of the same make and model. If the return policy period for a refund has not yet expired, you can request an RMA Refund (subject to up to 20% restocking fee), order a new item, and we will refund your original purchase after we receive your returned product.
Approximately how long will it be before a refund/credit actually appears on my credit/debit card?
It takes us approximately two business days to process a credit back to your credit card and 2-3 business days for it to appear on your statement.
When and why are restocking fees applied?
There is a restocking fee of up to 20% on all returns for refund (RMA Refund), unless waived by a Customer Support Agent. We charge this restocking fee for all returns for refund to encourage customers to purchase products they intend to keep. All testing equipment returns are subject to 20% restocking fee to discourage customers to purchase testing equipment with intent to return it after they used it for one time testing. We offer RMA Replacement without any restocking fee to support customers who have received a defective product. See our Return Policy page for more details.
