Frequently Asked Questions
01
Where are you located?
Answer: We are located in Coralville, Iowa, which is in the central United States. It is a prime location to ship packages to the American midwest, both coasts and internationally.
02
How long have you been in business?
Answer: CET has been in business since 2005. Since then, we have always been adding to our product portfolio and refining our offerings.
03
How do I place an order?
Answer: If you are located in the United States, you can use our e-commerce capabilities on the website to quickly place an order. If you are not located in the United States, please see below.
04
Is my order processed securely?
Answer: CET's website and e-commerce shopping cart are both protected by 128 bit SSL encryption. This is the highest level of encryption available. This ensures that all financial information that you transmit will be encrypted and that it cannot be intercepted.
05
How is my order shipped?
Answer: CET ships all packages using FedEx priority overnight. This assures that your package will reach you the next day before 11 am. All cells must be shipped priority overnight if you are located in the United States. Please note that box weight is preset at 18 pounds, which includes dry ice, shipping materials and your cells. If you are ordering media, this weight could increase. If the weight is greater, we will call or email you.
06
Will CET match the product price from a major competitor?
Answer: CET is committed to beat our competitors on price and quality of our products. CET will match the product price of any comparable product form any major competitor. If one identifies a lower price from a competitor, then the customer should bring to our attention a confirmed source of that price. We guarantee to match or beat that price.
07
Why do you charge a handling fee?
Answer: The handling fee covers items such as dry ice refrigerant, packing supplies, printed supplies and labor involved in creating your package to be shipped.
08
Do you have a money back guarantee?
Answer: Yes. Our motto at CET is that the customer is always right. If for some reason your package is damaged, lost in transit, or the cells or media do not perform as advertised, we will replace them at no charge to you.
09
How do I pay?
Answer: Our ecommerce site handles credit card, purchase order and check transactions. Credit cards are strongly preferred. If you plan to pay by check, a certified check or money order is necessary.
10
Is my financial or email information retained?
Answer: Your financial information, including your credit card details are never retained. Your email address will be stored to inform you of any promotions that may be ongoing. You are free to opt out of this service as well.
11
I am not in the United States. Can I still order?
Answer: Yes. We would be happy to ship all of our items internationally and we have been doing just that for the past three years. If you are an international customer, please call us at 319-665-3000, email us at orders@celleng-tech.com, or fax us at 319-665-3003 with your contact information and the items that you would like. We will then prepare a quote for you which includes approximate shipping costs. All international items are shipped by FedEx. Please note that FedEx shipping costs are rather high so please order in bulk. To offset your costs, we have a promotion for international customers. Please refer to our Coupons/Promotions page under Contact Us.
12
Do you do custom orders?
Answer: Yes. Please give us a call or drop us an email.
13
Why do you have HyClone/ThermoScientific catalog numbers for your stem cell offerings?
Answer: ThermoScientific is CET's exclusive partner for listed stem cell products. If a product has a CET catalog number and a ThermoScientific catalog number, you may order it conveniently either from our website or from ThermoScientific.