are only shipped on Mondays (or Tuesday following a Monday holiday) unless
requested by the customer and approved by the Business Manager. No
cultures are shipped during the weeks of Christmas and New Year's Day.
When an order is received by Wednesday 5pm CST of a given week, it can
generally be sent on the following Monday. If an order includes items
that require longer preparation times, the shipment is delayed
until all of the items can be packaged and shipped at the same time.
Some countries have restrictions that limit, control, or prohibit the import
of living algae. It is the responsibility of the customer to know which
laws apply to the country that is to receive the shipment. Shipments to
some countries must include an import permit to ensure that the shipment will
not be confiscated in transit. The official permit may be prepared by
the purchaser and sent via fax to UTEX at +1-512-471-0354.
All requests for
replacement strains must be sent by email to the
UTEX Culture Collection
within 48 hours of receiving the
UTEX will provide replacement cultures to customers if their order has been affected by one of the two issues listed below:
- Arrival of a non-viable or incorrect strain
due to an error by UTEX (i.e., in preparing or shipping a culture):
- Please email the
UTEX Culture Collection Manager and provide the UTEX Order Number
along with a description of the error. Replacements will be sent
free of charge only if it is evident that UTEX was at fault and it has
been authorized by the UTEX Culture Collection Manager.
- Arrival of culture(s) in a poor condition or
non-viable state due to a circumstance during transport (i.e., shipment
takes longer than the carrier guarantees, or a culture has likely
experienced a temperature extreme en route):
- Please email the
UTEX Culture Collection Manager and provided the UTEX Order Number
and a description stating the quality of the culture(s) upon arrival.
Only the replacement culture(s) will be free of charge; customers are
responsibile for the cost of shipping and handling. All replacements need
to be authorized by the UTEX Culture Collection Manager.
*Shipment of a replacement culture may be postponed if a
temperature extreme is reported along the transit route.