Ordering FAQs

Do you accept Purchase Orders?

Yes, We accept purchase orders (30 days payment terms) by email to [email protected]

How do I place an order?

We accept orders by PO and credit cards. To place an order, you can either email the PO (Purchase Order) directly to us at [email protected] or submit the PO online at the following link:

How To Order

What information do you require for my order?

Please include the following information in your PO:

Valid PO number
Name, Email and phone number of the end user
Catalog number, size, quantity of the product
Shipping and billing address

A purchase order (PO) is a legal document sent by a buyer to a seller, outlining the specific goods or services they want to buy, including quantities, prices, and delivery details, essentially acting as a formal offer to purchase and becoming a binding contract once accepted by the seller; it serves as a reference point for both parties to ensure clear communication about the transaction terms.

How do I know if your company has received my order?

We will send you a confirmation email as soon as we receive your order. You can also contact us at [email protected] to get the info you would like.

How do I cancel an order?

To cancel an order, please contact us via email or call us. For orders that were already shipped, a restocking fee of 60% of the product price will be charged. The customer is responsible for paying for the return shipping cost.

Should I prepay for the orders?

If it is your first order above $5,000 from our company, we prefer a full up-front payment. Our regular clients are allowed to pay within 30 days after receiving the invoices.

How can we pay?

All payment details are described on the invoice that you will receive after your order is shipped. The invoice will be sent to the billing address. We accept payment by ACH, wire transfer and check. Payment by credit card is also acceptable, and we may surcharge 5% processing fee of credit card transactions.

How can I know if my order is shipped or not?

We will send you a confirmation email as soon as we receive your order. We will send you a second email with your tracking details when we have shipped your order.

Where do you ship to?

Runtogen uses FedEx/DHL/UPS courier services for all worldwide destinations. We primarily use FedEx. Cryopreserved cells are shipped in dry ice packing for US, Canada, and certain European countries. Overnight delivery is available only for destinations in the United States (except for Alaska and Hawaii). You will receive your products within 2-5 business days for international packages.