Cellbase and our suppliers are committed to resolving any order issues quickly.
Common issues and solutions:
Damaged shipment:
Document damage with photos before opening package
Note any damage on carrier delivery receipt
Contact supplier immediately with photos and order number
Supplier will file carrier claim and send replacement
Temperature excursion (cold chain products):
Check temperature indicator immediately on receipt
If indicator shows temperature compromise, don't use product
Contact supplier within 24 hours with photo of indicator
Supplier will investigate and arrange replacement if warranted
Missing items:
Check packing slip against what you received
Verify no additional packages are expected
Contact supplier with order number and missing item details
Supplier will investigate and ship missing items
Wrong product received:
Don't open or use the incorrect product
Contact supplier immediately with order number
Supplier will arrange return and ship correct item
Product quality concerns:
Stop using product immediately
Retain product in original packaging
Document the issue with photos if possible
Contact supplier with batch/lot number and description
Supplier will investigate and determine appropriate resolution
Cellbase support: If you're unable to resolve an issue directly with a supplier, contact [email protected]. We'll work with both parties to reach a fair resolution.