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Frequently Asked Questions
Find clear answers about our CRO services, product usage, ordering processes, and logistics.
Contact Us DirectlyGeneral Information
Global locations, contact details, and company overview.
Yes, besides our direct offices, we have established a network of authorized distributors in Asia, Oceania, and parts of Europe to facilitate local ordering and support. Please Contact Us to find the distributor nearest to you.
We welcome client audits and visits for significant partnership discussions. Visits are by appointment only and must be scheduled at least two weeks in advance with your dedicated account manager.
Our order processing and technical support teams operate Monday through Friday, 9:00 AM to 6:00 PM (local time of the respective office). We observe standard national holidays in the USA and UK/Europe respectively.
We are both. We are primarily a Contract Research Organization (CRO) specializing in custom biotechnology services (like phage display and antibody engineering), but we also maintain a vast catalog of high-quality antibodies, proteins, and kits.
You can manage your subscription preferences at the bottom of our homepage or by clicking the 'Unsubscribe' link in any promotional email you receive.
Custom Services & Projects
Phage display, antibody engineering, and project workflows.
Please browse to the specific service page relevant to your research and fill out the Inquiry Form. Alternatively, you can email your detailed requirements to info@creative-biolabs.com. Our scientists will review your request and provide a proposal within 24 hours.
We take IP protection very seriously. Creative Biolabs does not claim ownership of the products or data generated from fee-for-service projects. We are happy to sign a Non-Disclosure Agreement (NDA) before discussing your project details.
The workflow generally includes: 1. Antigen preparation/analysis, 2. Immunization (or Library Screening), 3. Selection/Fusion, 4. Screening & Characterization, 5. Production & Purification, 6. Final QC & Delivery.
Yes. Once a project is initiated, you will be assigned a dedicated Project Manager (PM). Your PM will be your single point of contact, handling all communications, technical questions, and timeline updates.
We provide Bi-weekly Project Reports. Additionally, you will be notified immediately upon the completion of key milestones or if any decision is required from your side.
Yes, we offer flexible solutions. If you have a specific protocol you need us to follow, please provide it during the consultation phase, and our scientific team will assess its feasibility.
Biological experiments carry inherent risks. Our proposals typically outline 'Go/No-Go' decision points. If a phase fails due to technical reasons on our end, we will repeat it at no cost. If the failure is due to the nature of the antigen or material provided, we will charge only for the work completed up to that point.
Yes, but this may affect the timeline and cost. Your Project Manager will provide a 'Change Order' form outlining the new budget and timeline for your approval.
Yes, we offer cGMP manufacturing for certain antibodies and recombinant proteins intended for preclinical and clinical use. Please specify this requirement early in your inquiry.
A comprehensive final report (PDF) will be provided, including methods, raw data images (gels, blots), sequencing files (.ab1/.txt), and ELISA/FACS data graphs.
Product Technical Support
Storage, protocols, and troubleshooting.
- Lyophilized Powders: Store at -20°C or -80°C. Stable for at least 12 months.
- Liquid Antibodies: Store at 4°C for up to 2 weeks; aliquot and store at -20°C for long-term. Avoid repeated freeze/thaw cycles.
- Cells: Must be transferred to liquid nitrogen immediately upon receipt. Do not store at -80°C.
Unless otherwise stated on the datasheet, our antibodies are guaranteed for 12 months from the date of receipt when stored properly.
Centrifuge the vial briefly before opening. Reconstitute in sterile distilled water or the buffer recommended on the datasheet to the desired concentration. Allow it to sit for 10-20 minutes at room temperature before use.
'Predicted Reactivity' means 100% sequence homology exists based on BLAST analysis, but we have not experimentally validated it yet. We cannot guarantee performance in these species, but it is highly likely to work.
If an application is not listed, we have not tested it. We may offer a 'Risk-Free Trial' program for testing new applications. Please Contact Us to inquire about eligibility.
For most recombinant proteins, we provide SDS-PAGE data. Mass Spec (LC-MS) data can be provided upon request as a custom service or if already available for that specific lot.
Most of our protein and antibody products are filtered through a 0.22 µm filter prior to packaging. However, unless labeled 'Preservative-Free' or 'Endotoxin-Free,' they are intended for research use only, not for in vivo human use.
The specific concentration for the lot you received is always listed on the Certificate of Analysis (COA) or the datasheet included in the package. If missing, please email us the Lot number.
You must match the host species of the primary antibody (e.g., if primary is Mouse Anti-X, secondary must be Anti-Mouse) and choose a conjugate (HRP, FITC, Biotin) suitable for your detection method.
Ordering, Pricing & Payment
PO submission, taxes, and vendor setup.
To avoid delays, please include:
- Catalog Number & Product Name.
- Quantity & Size.
- Shipping Address & Billing Address.
- Recipient Name & Phone Number.
- PO Number.
- VAT Number (for European customers).
- US Customers: We collect sales tax for orders shipping to New York State unless a Tax Exemption Certificate is provided.
- International: We do not collect taxes; customers are responsible for their local import duties and VAT.
Yes! We offer special pricing for academic research programs and volume discounts for bulk orders. Please Contact Us for a custom quote before ordering.
Our standard pricing is in USD. However, for European clients, we can issue invoices in Euros (EUR) or British Pounds (GBP) upon request.
Invoices are emailed to the billing contact once the product ships. If you need a duplicate copy, please contact our accounting department.
Shipping & Delivery
Couriers, customs duties, and transit times.
We primarily use FedEx for both domestic and international shipments to ensure fast and trackable delivery. We can also use DHL or UPS upon request.
Yes. If you provide your FedEx/DHL/UPS account number, we will not charge you for shipping costs. However, a small handling/packaging fee (especially for dry ice) may still apply.
- Ambient: For stable kits and lyophilized products.
- Blue Ice (4°C): For liquid antibodies and proteins.
- Dry Ice (-80°C): For frozen cell lines and highly unstable proteins.
- US Domestic: Standard overnight ranges from $35-$65.
- International: Typically ranges from $60-$120 depending on destination and package weight.
- Dry Ice Fee: An additional fee (approx. $30-$50) applies to dry ice shipments due to hazardous material regulations.
- USA/Canada: 1-2 business days.
- Europe/Asia: 3-7 business days (subject to customs clearance).
Our shipping terms are DAP (Delivered at Place). Creative Biolabs handles the export documentation. The recipient (you) is responsible for paying any import duties, taxes, or brokerage fees required by your country's customs.
While we cannot control customs operations, our logistics team tracks every shipment. If your package is held, we will assist by providing additional documentation (e.g., Non-infectious statement, Commercial Invoice) to expedite release.
No. Because our products are temperature-sensitive and require a signature upon delivery, we require a physical street address.
Policies & Quality Assurance
Returns, warranties, and compliance.
Due to the biological nature of our products, all sales are final. We do not accept returns for ordering errors (e.g., ordered wrong catalog number).
- If a product arrives damaged or thawed, you must notify us within 24 hours of receipt.
- Returns are only accepted with a pre-authorized RMA (Return Merchandise Authorization) number.
We offer a Satisfaction Guarantee. If a product fails to perform as described in the datasheet, please provide your experimental data to our technical support. If the product is found to be defective, we will offer a free replacement or a full refund/credit.
Creative Biolabs follows strict Quality Management Systems (QMS). While many of our workflows align with ISO 9001 and ISO 13485 standards, please Contact Us for specific certification documentation regarding your project.
Yes. A hard copy of the COA is usually included in the package. MSDS (Material Safety Data Sheets) are available for download on the product page or upon request.
Yes. We adhere to strict confidentiality protocols. Your personal information, order history, and research data are never shared with third parties without your consent.
- If the project has not started: No cancellation fee.
- If the project has started: You will be billed for the labor and materials consumed up to the point of cancellation (e.g., if immunization is complete, that milestone is billable).
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