Customer Service - MagBio Genomics Inc.

  • Ask any question - If you have some specific question to ask about MagBio Genomics products, services, ordering and payment, please fill in the Contact form and specify your question. We will take care of your inquiries asap.
  • Tech support - With all the technical questions, you can directly contact us at support@magbiogenomics.com or call us dialing 301-302-0144, option 2.
  • Direct Contacts - In case you would like to contact one of our subsidiaries personally (USA, Germany or Africa) or our distributor in your country, please refer to the Contacts page to find the right email address or a phone number.
  • FAQ's - To get some answers to frequently asked questions about ordering from our web shop, shipment and payments for US and Canada, please check our frequently asked questions given below.

FAQ's

Why create an account at magbiogenomics.com?

Account registration is required to place an online order.  If you ask for samples of our product, a valid mailing or shipping address is required in which we will then create an account on your behalf.  Having an account enables you to access information including:

  • Saved billing and shipping addresses in your profile
  • Viewing your online order history
  • Reorder items from past orders
  • Receiving e-mail confirmations of online orders and order status
  • Opt in or out of our newsletter

How do I manage my account?

By registering your account online with us, we provide you the ability to manage your profile information, or add new information, through the My Account link which is accesibleon the top right of every page.

  • View/Edit Account: Change your basic information, change your password
  • Billing and Shipping Addresses: Add or edit billing and shipping addresses within your Account
  • Order History:  View your order history, print invoices.
Is online ordering and payment secure?
The information in your Account Profile is secured by your username and password. Ordering through MagBio Genomics online system is safe and secure. Our US online store handles all transaction using highly secure SSL sockets.  We do not retain/store your credit card number on our servers.  All credit card transactions are securely passed to our processing financial institution for authorization. We encrypt all personal data including logins, payment information and profile information with the highest encryption strength your browser is capable of providing.
What is your return policy?
MagBio Genomics guarantee products are free of detects. Products deemed defective will be replaced by MagBio Genomics free of charge. However, any claims for missing or defective product must be communicated to MagBio (orders@magbiogenomics.com) first in a timely manner. A return authorization number is required for product return to MagBio Genomics. MagBio Genomics may charge a restocking fee on return of non defective product. All returned products shall be shipped, freight prepaid by Buyer. MagBio Genomics may refuse any product not timely rejected or sought to be returned without a return authorization number.

How can I pay my order?
Our USA shop accepts credit card payments (Authorize.net): Visa, Mastercard and American Express. If you select to pay by credit card, we will ask you for the name on the card, account number, expiration date, and card security code. Our online store handles all transaction using highly secure SSL sockets.  We do not retain/store your credit card number on our servers.  All credit card transactions are securely passed to our processing financial institution for authorization.
How do you deal with international orders?
When entering our homepage for the first time, you have to choose either the USA or European shop. From the USA shop customers from the USA and Canada can place an order to be payed in US dollars either via Invoice or with a credit card. From European shop customers from Germany and other European countries can place an order to be paid via Invoice in Euros.  For international orders (excluding Canada), please first check a list of our ditributors to see who services you in your country, and contact the distributor. In case you do not find any distributor of MagBio Genomics in your country, please contact us for ordering at orders@magbiogenomics.com.
Can I use my Quote number online?
If you have a quote number, it is easier to call customer service to place an order. You can still order online using your quote number. To do so, add the items to your shopping cart that you want to purchase. You can disreagard the pricing and total on checkout. When checking out, choose the Purchase Order option for the Payment Method. Enter your quote number to finalize the order. All quote numbers will start with MBQ. When we receive the online order, we will adjust the pricing accordingly to the quote. The system will not ask for a credit card during this process, therefore a customer service representative will call for payment options.
We accept purchase order number on approved accounts. During the checkout process, approved accounts will have an option to provide the purchase order information. For accounts wanting to submit a purchase order for their company or institution, please contact customer service at orders@magbiogenomics.com to assist in setting up your account. 
How does the invoice payment work?

Your invoice will be sent to the billing address specified within your shopping cart. Our payment terms are net 30 days.
What Sales Tax is applied for US orders?
We calculate sales tax for companies and institutions that are located in the state of Maryland. If you are tax exempt due to the nature of your purchase or business, please indicate this during the checkout process and provide your Tax Exemption Certificate number.  You may fax a copy of your certificate to 301-685-5538.
What is your delivery schedule for the USA and Canadian orders?
We utilize FedEx as our shipping service.  See the chart below for the rates for shipping.
  • We do not ship on Friday
  • We do not ship on the following U.S. holidays: Memorial Day; Independence Day (Fourth of July); Labor Day; Thanksgiving; Christmas; and New Year's Day.
What are your shipping rates for US and Canada?
The following rates (in US dollars) apply to shipping in the US and Canada:
  Overnight Ground
Order value US Canada US Canada
$0-499.99 $65.00 $100.00 $25.00 Not available
$500-999.99 $45.00 $75.00 $12.50 Not available
$1000 and over $25.00* $45.00 FREE  Not available

Orders with a net value greater than $1000 are shipped free of charge via ground and $25 for overnight shipping.  * Dry ice shipping may incur additonal charge.