FREQUENTLY ASKED QUESTIONS (FAQ)
SECTIONS:​
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PRODUCTS
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ORDERING & SHIPPING
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WHAT TO DO IF...
If you don't see your question answered above, email us at support@axolotlbiosciences.com and we'll get back to you as soon as possible!
PRODUCTS
Q: What is the shelf life of your bioink?
A: Individual components can be stored for up to 1 month. However, once mixed, bioink is best used within 1 hour.
Q: Do I need to sterilize my bioink before using?
A: No, all Axolotl bioink components are sterilized prior to shipping.
Q: How can I determine how much bioink I will need for my project?
A: Send us a message at support@axolotlbiosciences.com with your research goals and we can help! Otherwise a typical aliquot is 5mL of bioink and 20mL of crosslinker.
Q: What type of cells are compatible with TissuePrint?
A:TissuePrint is compatible human induced pluripotent stem cells (hiPSCs), neural progenitor cells (NPCs), and mesenchymal stem cells (MSCs).
ORDERING & SHIPPING
Q: Where are you located?
A: We operate out of the University of Victoria in Victoria, Canada.
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Q: What type of payments do you accept?
A: We accept all major credit cards.
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Q: Do you ship internationally?
A: Yes! We ship globally!
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Q: Will I have to pay customs fees?
A: Customs fees are determined based on the location of your order, you'll be able to see if you need to pay customs fees during checkout.
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Q: How does shipping and delivery work?
A: All packages are shipped from our lab in Victoria, BC and will be delivered straight to your lab. A signature is required upon delivery. All products are shipped on dry ice in styrofoam packaging to promote the bioink's shelf life.
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Q: What is the timeline from order placement to product delivery?
A: It takes on average 5-7 work days after an order is placed to dispatch it. Shipping within Canada will take up to 2 days. Shipping outside of Canada may take up to 3 days.
WHAT TO DO IF...
Q: How can I make changes to an order that's already been placed?
A: Please email support@axolotlbiosciences.com as soon as possible to change your order.
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Q: What do I do if I receive a defective order?
A: Please email support@axolotlbiosciences.com and we'll replace your order right away!
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Q: Who can I speak to if I need help troubleshooting this product?
A: You can email our support address listed above to set up a virtual meeting time with a product specialist, or directly email our production manager, Kali Scheck at kali@axolotlbiosciences.com