All requests for replacements must be sent within 48 hours of receiving your order.
UTEX will provide replacement items to customers if their order has been affected by one of the two issues listed below:
Arrival of a non-viable or incorrect strain or product due to an error by UTEX (i.e., in preparing or shipping a culture):
- Please fill out and submit the replacement request form and provide the UTEX Order Number along with a description of the error. Replacements will be sent free-of-charge only if it is evident that UTEX was at fault and it has been authorized by the UTEX Culture Collection Manager.
Arrival of culture(s) or items in a poor condition or non-viable state due to a circumstance during transport (i.e., shipment takes longer than the carrier guarantees, or a culture has likely experienced a temperature extreme en route):
- Please fill out and submit the replacement request form and provided the UTEX Order Number and a description stating the quality of the culture(s) upon arrival. Only the replacement culture(s) will be free of charge; customers are responsible for the cost of shipping and handling. All replacements need to be authorized by the UTEX Culture Collection Manager.
Shipment of a replacement culture may be postponed if a temperature extreme is reported along the transit route.