Customer Support
Quality is important to MitoSciences and we stand by the fitness of all of our products, therefore all of our products come with a 100% money back guarantee. If a product does not perform as described on our datasheets and through the use of our protocols, our committed team of scientific researchers and technical support will examine the details of your experiment and results to determine whether the problem is protocol-related or product-related.
If you have a problem with any of our products please follow these steps:
1. Review the Protocols for Your Product
• Immunocapture / Immunoprecipitation Protocol
• Immunocytochemistry Protocol
• Western Blotting Protocol
• Blue Native Gel Protocol
• Mitochondrial Isolation Protocol
• Sucrose Gradient Fractionation Protocol
2. Consult with Technical Support
Email us at support@mitosciences.com or call us at 541-284-1800 and you will be able to consult with one of our staff scientists. During business hours we reply to email messages within an hour, and if you call and a scientist isn't immediately available then your call will be returned as soon as someone is free (usually within an hour).
3. Ship it Back
It has only happened a couple of times, but if consultation does not resolve the technical issue then you will be asked to ship the product to MitoSciences for evaluation by our staff scientists. If possible we would also like to receive the sample upon which you worked so that we can endeavor to replicate your intended experiment. If we are able to get the experiment to work we will send you the results and consult with you on how we were able to make it work.
4. Replacement/Refund
If after consultation and evaluation by our staff scientists the product you purchased does not perform in accordance with our datasheets and protocols then you will be issued either a full refund, a new product, or a credit according to your preference. Please see our policy form for more information about our return and warranty policies.
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