FAQ

Frequently Asked Questions

Ordering

How do I place an order?

You may place orders directly through our online storefront at ebiohippo.com. For institutional or high-volume purchases, we also accept Purchase Orders (POs). To submit a PO, email info@biohippo.com with your order details, billing address, and authorized PO number. Our team will confirm receipt and issue an order acknowledgment within one business day.

How do I request a quote?

For bulk orders, custom configurations, or institutional procurement, contact us at info@biohippo.com or call 866-986-9598. Please include the product catalog number(s), quantities, and your shipping destination. We typically respond with a formal quote within one to two business days.

What payment terms are available?

We offer Net 30 payment terms for approved institutional and corporate accounts submitting Purchase Orders. Credit card payment is accepted at checkout for all orders. To apply for Net 30 terms, please contact our accounts team at info@biohippo.com. A 1% monthly late charge applies to balances outstanding beyond the agreed payment period.

Shipping & Delivery

What are your shipping timelines?

In-stock items typically ship within 1–3 business days of order confirmation. Lead times for made-to-order or specialty items vary by product and will be communicated at the time of order. Estimated delivery windows depend on your location and the shipping method selected at checkout.

How are temperature-sensitive products shipped?

Recombinant proteins, antibodies, and other biologics requiring cold-chain integrity are shipped on dry ice via overnight or two-day express carriers. Small molecules, buffers, and ambient-stable reagents are shipped via standard ground or express services. Appropriate packaging is selected automatically based on product storage requirements. Please ensure someone is available to receive temperature-sensitive shipments promptly upon delivery.

Do you ship internationally?

Yes. BioHippo ships to a broad range of international destinations. The customer is responsible for all applicable freight charges, import duties, customs fees, and local taxes. Some products may be subject to export control regulations; we will notify you if any restrictions apply to your order. For international quotes and lead times, contact info@biohippo.com.

Who is responsible for freight costs?

The customer is responsible for all freight, shipping, and handling charges unless otherwise agreed in writing. Freight costs are calculated at checkout or included in your formal quote for PO-based orders.

Returns & Cancellations

What is your cancellation policy?

Orders may be cancelled within 24 hours of placement at no charge. Cancellation requests submitted after 24 hours are subject to review and may incur restocking or processing fees depending on order status. To request a cancellation, contact us immediately at info@biohippo.com or 866-986-9598.

What is your return policy?

Due to the nature of biological and chemical research reagents, all sales are final unless the product arrives damaged, defective, or materially different from what was ordered. Eligible returns must be requested within 5 business days of receipt. Restocking fees may apply. Non-returnable items include opened reagents, custom-manufactured products, and items requiring special handling. Please contact info@biohippo.com to initiate a return authorization.

Product Handling & Storage

How should I store my products upon receipt?

Each product ships with a Certificate of Analysis (CoA) and product datasheet specifying recommended storage conditions. In general:

  • Antibodies & proteins: Store at −20°C or −80°C as indicated. Avoid repeated freeze-thaw cycles.
  • ELISA kits: Store components at 2–8°C unless otherwise specified. Do not freeze kit components unless directed.
  • Small molecules & chemical reagents: Store at room temperature or as indicated on the label, away from light and moisture.
  • Cell lines & vectors: Store in liquid nitrogen vapor phase. Follow all applicable biosafety protocols.

Always consult the product datasheet for authoritative storage and handling guidance.

Are your products for research use only?

Yes. All products sold by BioHippo are intended for research use only (RUO) and are not approved for diagnostic, therapeutic, or clinical use in humans or animals unless explicitly stated.

Account & Support

How do I set up a business account?

Corporate and institutional buyers can request a business account by contacting info@biohippo.com. Business accounts may be eligible for Net 30 terms, volume pricing, and dedicated account support.

How do I contact BioHippo?

Our team is available Monday through Friday during standard business hours (Eastern Time).