Frequently Asked Questions

Our  Support team are here to help you with any question you may have regarding purchasing our products. Below is a list of some common questions we answer. If you would like to ask us a question - feel free to contact us


How can I place an order?

The easiest method to place an order is through our web store, but if you would prefer to order another way – you can contact us directly via phone, email or fax.

For full contact details, please visit our ‘contact us’ page.

How will I know if my order has been received and processed by AMSBIO?

No matter what channel you use to place your order (website, email, phone or fax) – we will ensure you receive a confirmation email with full details of your order

If you do not receive a confirmation email within 24 hours of placing the order – please do follow up with us to ensure your order was received.

Who do I contact if a product in my basket is has pricing showing ‘Enquire’?

A product could display the ‘enquire’ status for various reasons. The only way to discover the pricing for this product is to talk to our support team who will provide a quote for you.

Any orders with products showing the ‘enquire’ status will have to be placed via phone, email or fax.

For full contact details, please visit our ‘contact us’ page.

What is your return policy?
For full details on our returns and refund policy, please read our ‘Terms of Sales’.
Can I get a free sample of a product?

We do provide free samples for certain products. If you would like to sample a product - please contact us to discuss.

I need a copy of your ISO certificate. Where can I find this?

We have ISO 9001 certification for the supply of biological reagents, kits, chemicals, services and accessories to research laboratories. You can find our ISO certificate here.

I am ordering from the US and need a W-9 form. Where can I find this?

If you would like to set up AMSBIO LLC in your system, you can find our W-9 form here.

How do I cancel an order?

If you wish to cancel your order, please contact us via email or phone. Please note that any cancellation requests must be made within 24 hours of receiving your order confirmation.


What does it mean if the delivery charge is set to ‘Enquire’?

If your order is not showing a delivery option and pricing, this could mean that we cannot calculate the pricing to your delivery address.

It can also apply if a product in your basket is classified as ‘hazardous goods’.

When this happens, we will need to discuss our courier options with you to complete the order.

How long will it take to receive my order?

Standard shipping is generally 1-3 days depending on the products you have ordered and your delivery location. To get a more accurate delivery estimate – please contact our team before placing the order.

Delivery times may be longer if we do not have stock of the item you have ordered. Our team will be able to tell you if a product is in stock and ready for despatch, before you place your order.

Store Account

Do I need to have an account to place an order online?

Yes.  To place an order with us, through our online store, you must first setup an online account.

I normally place orders by email - should I submit my orders online now?

By placing your orders online, you will receive improved visibility of your order history in your account area.  This includes your billing and delivery information which will be saved for easier checkouts in the future.

If you place orders via phone, email or fax – they will not be linked to your online account and you will not be able to see those order details in your account area.

Can I have multiple delivery address on my account?

Yes, customer accounts can be setup with a central invoice address and multiple delivery address