How to purchase - FAQS

How to place an order?


Please choose from the following methods: Online (most secure): please browse our catalog and add products to your basket. Email: please email your PO or use our order form to sales@pantomics.com. Phone: please call one of our customer representative at 415-863-2380. Fax: please fax your PO or use our order form to 510-225-1084.




Shipping information


We ship via FedEx Standard overnight for domestic orders and FedEx international priority for international orders. For ordering outside of the United States, please choose your country from our distributor page to order. If a distributor is not available, please order from us directly. If an order is needed to ship from our tissue bank in China, it will be shipped via EMS.




What information do you require for my order?


To process your order we require the following:

  1. Purchase Order Number

  2. Catalog name of the item(s) you require

  3. Quantity of the item (s) you require

  4. Shipping and billing address

  5. Ship to contact name

  6. Email / phone / fax information

  7. Credit card information




Where can I find the product cost?


Prices are listed with each product’s data information. Please contact us if a price is not listed.




Is the product available?


You can check availability by viewing the status for each product’s data information.




When do you ship?


Normally, all in-stock orders are processed and shipped within 24-48 hours upon receipt of your PO unless otherwise stated.




Does the transit time affect the product?


If the product is shipped at ambient temperature, it is known to be stable for the duration of shipping

and normal handling. However, storage in the refrigerator is often recommended for long-term

stability of a product. Upon receipt of your product, we recommend storage in the refrigerator at 4°C.

If you have any specific shipping requirements, please contact customer service.




What payment methods do you accept?


We accept credit card, check, wire transfer, and ACH as methods of payment.

For further details please email us at accountsreceivable@pantomics.com.




How will I know if my order has been received by Pantomics?


Our customer service representative will confirm receipt of all orders by email or by fax. You will be notified

again once your order has shipped. If a purchasing representative is placing your order for you then please

ask them to provide your name and email address, to ensure that the order confirmation and all communication

relating to your order is sent directly to you.




How do I contact the Customer Service / Sales team?


You can contact the Customer Service teams as follows:

Email: sales@pantomics.com

Fax: 510-225-1084

Phone: 415-863-2380




Return and refund policy


To return mistaken, unsatisfactory or damaged products please email or call our customer service within 72 hours after receiving the shipment to obtain a return authorization. Before returning the products please store them in the fridge at 4°C in the original packaging. Please do not attempt to return the item without authorization. Returns due to order cancellation may be charged for a 20% re-stocking fee plus any shipping, handling and packaging costs. All items must be returned in the original package within 15 days from the date of delivery. The above return policies are not suitable for customized or bulk products.

At our discretion, we may issue a product credit or refund for the product value and shipping charges. No product credit shall be available from us if a past due balance is outstanding on your account.




Bulk order request


We do provide bulk orders. Please contact our sales team to discuss your order requirements.




Can I cancel my order?


Orders can be cancelled at no charge if the notification is given before the shipment. Cancellations after the shipment may be subject to a 20% return and re-stocking fee plus shipping costs.




Do you guarantee my IHC, ISH or FISH experimental results if I use your products?


The successful results of IHC, ISH or FISH experiments depend on various factors. As a result, we cannot guarantee that the products that you have ordered from us will produce the results that you have expected. Customers may claim that they have performed the experiments with verified SOPs or proper controls. It is not possible for us to verify these claims. We encourage customers to contact us for any technical problem that you may have encountered and our experts may be able to help you out.




Term and conditions


Pantomics, Inc. products are intended for research use only and are not to be used for diagnostic or therapeutic purposes. Pantomics Inc. products shall not be resold, modified for resale, or used to manufacture commercial products without the prior written consent from Pantomics, Inc. For further information, please contact Pantomics, Inc. at info@pantomics.com.




Warranty and liability


Pantomics, Inc. products are warranted to meet the appropriate specifications described in the datasheet. If you identify any non-conforming product, please notify us within 30 days of receipt of the product. Our specialist will contact you for details and evidence (normally images) of the claims to determine whether the problem is protocol-related or product related.

For protocol-related problems, our experts will give you independent professional advice.

For product-related problems, a replacement will be offered.

If you do not provide details or evidence required by our specialists for your claims, we will unfortunately be unable to issue a replacement. This offer is only valid for products purchased directly from Pantomics and its authorized distributors.

Pantomics, Inc. disclaims any and all express and implied or statutory warranties, including but not limited to the implied warranties of merchantability, fitness for a particular purpose and non-infringement of any third party intellectual property rights except for the express warranties contained herein. Pantomics, Inc.’s liability to any user of Pantomics, Inc. products for damages of any kind, if it is at no fault of the user, will be limited to replacement of the product(s) only, and in no event shall the liability of Pantomics, Inc. exceed the actual amount paid for the product(s). Pantomics, Inc. shall not be liable for any indirect, special, incidental or consequential damages. Pantomics, Inc. disclaims any and all responsibility for any injury or damage which may be caused by the fault of the user or the buyer in accordance with the terms and conditions herein.





PANTOMICS, INC.

1049 Union Ave. Suite D

Fairfield, CA 94533

Tel:  (415) 863-2380

Fax: (510) 225-1084

E-mail: sales@pantomics.com

               info@pantomics.com

© 2020 Pantomics Inc.