Support & Service
We're here to provide comprehensive answers and ensure our customers have a pleasant journey.
How do I place an order?
Place an order online
Follow these steps to place your order:
Step 1: Account Sign up/Log In:
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Q: How do I sign up an account or log in?
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A: To begin, click on the 'Log In' button located at the top right corner of our website. Follow the prompts to either sign up a new account or sign in with your existing credentials.
Step 2: Adding Products to Your Cart:
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Q: How do I add items to my shopping cart?
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A: Browse our website and click on the desired product in each category on the Order page. Then, select the quantity and any applicable options before clicking 'Add to My Cart.'
Step 3: Payment Options:
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Q: What payment methods are accepted?
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A: We offer a variety of payment methods to meet your needs.
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(1) You can complete your order online by credit card, PayPal or Apple Pay.
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(2) We also accept purchase orders with payment later (PO) via orders@tactgenomics.com. After receiving your purchase order and shipping the goods, we will send an invoice according to your purchase order instructions.
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Choose the method that suits you best to complete your order.
Step 4: Completing Your Order:
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Q: How do I finalize my purchase?
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A: Once you've added all desired items to your cart, proceed to the checkout page. Review your order details, select your preferred shipping method, and then follow the prompts to complete the payment process.
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Purchase Order (PO)
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We accept purchase orders with payment later (PO). After receiving your purchase order and shipping the goods, we will send an invoice according to your purchase order instructions.
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You can request a quote via email at info@tactgenomics.com or orders@tactgenomics.com by providing all necessary information, including item number, description, quantity, shipping to address and billing to address.
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Once your Purchase Order (PO) is received, your order will be processed within 1-2 business days and shipped from our Toronto warehouse. If an item is out of stock, we will contact you with the estimated delivery date (usually 5-7 business days).
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Choose the method that suits you best to complete your order.
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Shipping and delivery
Your order will be shipped within 1-2 business days (if the items are in stock). If the product is out of stock, our sales team will promptly contact you to discuss the estimated delivery timeline. Orders received on Friday, Saturday, and Sunday will generally be shipped on the following Monday.
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Shipping and handling fees, as well as any applicable charges for hazardous materials and insurance, are prepaid by TACT Genomics and will be added to the invoice. TACT Genomics reserves the right to modify shipping and delivery terms. We will select the most suitable shipping method for your order based on your location and the shipping requirements, including temperature and hazardous materials.
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Q: Is shipping free?
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A: Shipping is free on orders over CAD$399.00, orders under CAD$399.00 will be charged a flat shipping fee of CAD$24.99. For international orders, please contact us first.
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If you encounter any difficulties or have additional questions, please don't hesitate to contact our dedicated customer support team for assistance. We're here to ensure your ordering experience is smooth and enjoyable.
Cancellation and Return Policy
Order cancellation policy If you wish to cancel an order under TACT Genomics, please contact us at info@tactgenomics.com. For standard catalog products, customer service can cancel your order if it is not yet ready to ship or is ready but has not yet shipped. Cancellation of customized products, configured products, and products not in stock by TACT Genomics may be refused, or a cancellation fee may apply if cancelled. All order cancellations are subject to the TACT Genomics Terms and Conditions. Your order may be cancelled due to payment issues, insufficient stock, or system errors. For any questions, please contact us at info@tactgenomics.com. We apologize for any inconvenience this may cause.
Return policy For returns, please contact TACT Genomics customer service for assistance with the return process. Due to regulatory or storage requirements, some products may not be eligible for return. All product returns are subject to TACT Genomics' terms and conditions. (a) Returns of Non-Conforming Products. If you believe the product you are returning is non-conforming (i.e., does not meet the specifications provided by TACT Genomics) and is still under warranty, please contact info@tactgenomics.com for further assistance. (b) Returns due to order errors. If you have ordered the wrong product, you may return it within 30 days of the date of shipment by TACT Genomics, provided that the returned product is unopened and suitable for resale (at the sole discretion of TACT Genomics). Reagents and products with special storage requirements (e.g., cryogenic products) are not eligible for return. You will be responsible for return shipping costs: We will refund the invoice price of the returned product, deducting applicable restocking fees and TACT Genomics' round-trip shipping costs to and from you. Refunds are typically processed within 7-10 business days after we receive and confirm the return. The exact arrival time may vary depending on the payment method. Shipping Faults and Defects or Non-Conforming Product Policy If the goods fail to arrive as scheduled, it is your responsibility to file a claim with the relevant shipping company, and TACT Genomics will provide reasonable assistance. It is your responsibility to conduct a reasonable inspection of all received goods. If you do not notify us within 30 days of shipment, we will consider you to have accepted the product and that it meets specifications. Please note that this policy does not affect your rights to products that malfunction or fail to meet specifications within the applicable warranty period.
