Guaranteed Turnaround Time for Gene Services
Are you anxious that your project is not on track due to a vendor delay? Worry no more! GenScript is launching Turnaround Time Guarantee Program for Gene Synthesis. All delayed genes are free of charge.
GenScript Superior Gene Synthesis Service:
- Extensive experience for gene synthesis: Synthesize any gene you desire with 100% sequence fidelity.
- Free codon optimization: Proprietary GenSmart™ Codon Optimization can optimize DNA sequences to significantly increase protein expression.
- Fast turnaround: Delivery in as few as 4 business days for rush gene synthesis synthesize service.
- Simple online ordering system: GenSmart™ Instant Quote System can ease online submission of your project and employ optimal synthesis approach to save cost.
Terms and Conditions
1.1. Eligible service items include the shippable items of Rush (SC1575), Fast (SC1619) and Standard (SC1010) gene synthesis services. The eligible service items will be labeled with a shield icon in "My Account" → "My Quotations" or "My Orders".
1.2. Turnaround time is calculated as the total time, in business days, spent from order confirmation to order shipment.
1.3. Currently valid for United States including Puerto Rico and Canada customers only. Valid for orders placed after 6/27/2019.
1.4. Guaranteed turnaround time will be shown on your quote as the maximum number of "Estimated Business Day" (Figure 1). You may also check the estimated turnaround time online in "My Quotations" under "My Account" at www.genscript.com (Figure 2).
Figure 1. Screenshot of Quote with Estimated Business Day framed in red
Figure 2. Demo of "My Quotations" with Estimated Business Day framed in red under "My Account"
1.5. After you order is confirmed, the guaranteed shipping date will be shown in order summary. You can also find the guaranteed shipping date online in "My Orders" under "My Account" at www.genscript.com. The date is indicated as "Estimated Shipping Date" in Figure 3.
Figure 3. Demo of "My Orders" with Estimated Shipping Date framed in red under "My Account"
1.6. If your requested item(s) are not eligible for guaranteed turnaround time program, you will not be informed by our technical account managers or online ordering system before your order is confirmed. Typical exclusions include but are not limited to highly complex sequences containing unstable sequences, and toxic genes.
1.7. Under special circumstances, including conditions listed below, GenScript may adjust the guaranteed shipping date within 3 business days of order confirmation. You will be informed by our project managers or online system via email if guaranteed shipping date is modified. You may also review the updated guaranteed shipping date online at "My Order" page.
Typical special circumstances under which GenScript may adjust the guaranteed shipping date include but not limited to:
- Template(s) or backbone(s) required to complete items in the order are from order(s) which are still in production by the time of order confirmation.
- Additional requirements from customer that requires extra time which is predictable at the time of order confirmation.
2.1. If eligible item(s) are shipped out one (1) business day after guaranteed shipping date, they are considered "delayed". You may then claim a refund for delayed eligible item(s).
2.2. If the claim is granted, you will receive a refund in the form of a coupon with a value equal to the value of delayed eligible item(s). You can view your coupon online at "My Coupons" and can use it towards future purchases of all services and products at GenScript.
Figure 4. Demo of refunded coupon for the delayed item(s) in "My Coupons" under "My Account" at GenScript
3.1. Guaranteed turnaround time calculation does not include delays incurred due to project/order communication after order confirmation, waiting to receive material from customer or "pause/hold" request from customer.
3.2. This guarantee does not apply to orders/items which have comments or special instructions that requires extra handling time and is not predictable at the time of order confirmation; for example, requirement for non-standard services such as glycerol or bacteria stab stocks cannot be estimated.
3.3. By default, GenScript ships finished items as they complete. If customer requested that all items need to be shipped together, the order no longer qualifies for Guaranteed Turnaround Time Program.
3.4. This guarantee does not apply to delays due to force majeure factors including but not limited to:
- 3.4.1 Natural disasters, e.g. typhoons and earthquakes
- 3.4.2 Government action, e.g. public requisition and expropriation
- 3.4.3 Unexpected social events, e.g. strikes and riots
- 3.4.4 Loss of package by courier
4.1. You may submit claims along with the quote form, order ID and item number of delayed eligible item(s) to [email protected].
4.2. The first response will be sent within 8 hours during business day to confirm receipt of your claim by our customer relationship specialist.
4.3. Investigation will be initiated by our customer relationship specialist, who will directly communicate with you to notify you of the investigation result or to request additional information as needed. Customer may inquire the status of claim through phone or email any time with customer relationship specialist.
*GenScript reserves the right of final decision on the interpretation of these terms and conditions.
You can also download a PDF of Terms and Conditions.