Please see below for answers to frequently asked questions (FAQs) by our customers.
Can’t find the answer you’re looking for? Fill out our contact form and someone from our team will get back to you quickly.
Please see below for answers to frequently asked questions (FAQs) by our customers.
Can’t find the answer you’re looking for? Fill out our contact form and someone from our team will get back to you quickly.
You can place an order online using credit card for payment. You can also send a purchase order to info@cytologicsbio.com or call us during business hours at +1 866 298 6077.
We accept Purchase Orders, Visa, MasterCard, or American Express for payment. If you use a Purchase Order, we can accept checks, ACH, and wire transfers.
Our customer service team is available to assist you during extended business hours. In North America, you may reach us from 7:00 AM to 6:00 PM Pacific Time by dialing +1 866 298 6077.
You can reset your password by clicking “My Account” at the top-right of our website and then clicking the link “Lost your password?” below the login fields.
If you’ve tried to reset your password (link: https://cytologicsbio.com/my-account/lost-password/) and it isn’t working, call us at +1 866 298 6077 during business hours and we can reset your password for you.
You can email us at info@cytologicsbio.com or call us at +1 866 298 6077 if you need to check the status of an order.
You can request a quote by filling out a custom order form or emailing us at +1-866-298-6077.
Yes. We guarantee that the biospecimens we send meet the pathological, physical, and histological characteristics highlighted on the Certificate of Analysis. If there is a discrepancy, we will replace the biospecimen at our cost. However, we cannot guarantee results or fitness for a particular purpose. If you are not entirely satisfied with the performance of any product, please fill out a claims form (link: Service Requests and Warranty Claims) or contact our customer service at +1 866 298 6077. They can answer any questions and, if appropriate, arrange a prompt refund or exchange.
Your order will come with a Certificate of Analysis (COA) which details the product analysis and donor characterization and demographic information. Cryopreserved primary cell products include a recommended thawing procedure.
The recommended thawing procedure for each cell type is included in the product documentation that comes with your order. For PBMCs, please check out our instructional video on how to maximize post-thaw cell viability and recovery.
Yes, but we do not recommend it. We offer cells cryopreserved in different concentrations and aliquots so you can thaw just what you need for your experiment. If you insist on trying to re-freeze the cells, just thaw the vial and as soon as the last bit of ice is gone, mix the contents gently and remove the volume you want to use for your experiment. Immediately place the remaining volume in the vial in a –80°C freezer. The viability will be 30-50% lower second time you thaw the cells and they may not function as well, so consider purchasing multiple vials with the number of cells you need.
It depends on your application. For purity, flow and viability assays you may use cells immediately. For assays requiring cell growth and metabolic activity, you will obtain better results by resting the cells for 24 hours in a CO2 incubator set to 37°C; this allows the cells to recover more fully from freezing and reduces assay background.
Yes, we can produce multiple cell types from the same donor. Please fill out our custom request form and we will work through the details of your request together.
Cytologics obtains primary cell products through ethical and compliant methods: donations are performed in the United States in compliance with applicable federal, state, and local laws, regulations, and guidance. Cells are obtained from donors who are voluntarily participating in a donor program approved by an IRB, FDA, or equivalent regulatory authority and have either donated their cells or have been reasonably compensated for their time and effort during their donation, in accordance with FDA regulations or as approved by an IRB. Donors are protected by strict controls on personal identifiers and researchers cannot access any identifying information about donors.
Yes, we can prospectively collect and process samples. Our customer service team can work with you to coordinate a collection that meets your needs.
Cytologics’s primary cells are validated using our Quality Management System, which tests cell count, viability, and purity.
Both fresh and cryopreserved primary cells are useful for downstream applications. Cryopreserved primary cells provide additional convenience by allowing you to start experiments according to your schedule. Additionally, cell viability may be better preserved in frozen cells for overnight shipping and generally have higher purity as the freeze-thaw cycle reduces erythrocyte contamination. Cryopreserved primary cells can also provide you with access to samples from the same lot at a future date. For more information, check out our recent article on the topic: Using Fresh vs. Cryopreserved PBMCs in Preclinical Research.
Positive selection involves targeting a desired cell population with an antibody specific to a cell surface marker (e.g., CD3, CD8, CD19, etc.) and then linking to a magnetic particle. The sample incubates in a magnetic field and the labeled, linked cells are retained for downstream analysis. Negative selection is when several cell types are removed through buy using and antibody cocktail and magnetic beads, leaving the cell type of interest untouched. Negative selection offers true untouched cell samples, which is our recommended mode of isolation where applicable.
We provide the following information about each donor on the Certificate of Analysis (COA): age, gender, race, ABO type, height, weight and infectious disease testing results. Information about other donor characteristics may be requested, e.g., HLA type, CMV status, etc.
For ethical and privacy reasons we do not provide any information which might identify the donor.
Cytologics collects donor demographic information through ethical and compliant procedures, using consent forms and protocols approved by either the Food and Drug Administration (FDA), an Institutional Review Board (IRB), the U.S. Department of Health and Human Services, and/or an equivalent regulatory authority. Donations are performed in the United States in compliance with applicable federal, state, and local laws, regulations, and guidance.
Donor HLA type can be requested for most primary cell products. Please note that the request for HLA data may result in an additional fee. Contact us for more information.
Yes, we can usually send you additional samples from the same donor as a previous order. However, future donations may not be guaranteed and are at the discretion of the donor.
We will ship cryopreserved primary cells on dry ice priority overnight via FedEx or customer’s courier of choice. Dry ice is usually adequate for shipping within the continental United States. LN2 dry shippers may be used for international shipments, and also can be used in the United States, if preferred.
Fresh cells may be shipped at 2-8°C or at ambient temperature if preferred.
Yes, we can use your courier account for your order. Please just specify the courier details and account number on the purchase order.
If the item you’ve ordered is currently in inventory, we will ship it within 24 hours of receiving the order. Orders received Friday through Sunday will ship the next business day. When there are service disruptions due to severe weather, we may recommend that your shipment be postponed for 24 hours.
Email us at info@cytologicsbio.com or call us at +1 866 298 6077 and we will do our best to address any problems. For product warranty issues, please fill out a claims form or contact our customer service.
For cryopreserved cells, we typically ship on dry ice, which is about –80°C. We can ship in liquid nitrogen vapor (–150°C), but it is much more expensive, so we do not recommend it unless absolutely required.
For fresh cells, we typically ship at 2-8°C or ambient temperature upon request or for cultured cells.
Cells should be stored in the vapor phase of liquid nitrogen. If liquid nitrogen storage is not available, store at –80°C or below for no more than two weeks before use.
Yes, we can ship outside of the United States. Our logistics team can guide you through the process of obtaining any permits or documents that may be required for shipment.
We typically do not ship temperature- or time-sensitive products on Fridays or over the weekend. However, if product is needed urgently, we can ship products on Friday for delivery on Saturday.
Every shipment contains a packing slip, labeled product, and Certificate of Analysis. When applicable, data sheets will accompany orders and provide information such as age, gender, and ethnicity of donors. Specific information such as donor HLA type may be provided upon request.
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