Order Support Information

All customer orders ship Standard Overnight (SO) using FedEx Express. Standard Overnight shipments are guaranteed to be delivered to you on or before 4:30 PM local time. Partial shipments will be shipped based on product availability.

Priority Overnight is a service recommended for urgent needs that guarantees delivery on or before 11:30 AM local time. If you require this type of service, please give our Customer Support team a call. Toll free: 877-616-CELL

This service is available for local customers requiring an urgent same day delivery. If you’re in need of this service, please give our Customer Support team a call. Toll free: 877-616-CELL

• Order processing is Monday – Friday from 8:30 AM – 8:00 PM.
• CST Offices are closed on all Federal Holidays, Christmas Eve, and the day after Thanksgiving.
• We do not deliver orders on the weekend or federally recognized holidays.
• We will send you a shipping confirmation email upon order pickup from our preferred carrier FedEx.
• Custom orders have a specified lead time communicated to you by your account manager and ship Priority Overnight. You can find additional information regarding custom orders in section 13 of our Terms and Conditions.

1. What if my order is placed on a Friday, will it deliver on the weekend?
2. My product shipped at room temperature, is that ok?

The majority of CST products are eligible to be shipped on Fridays, but they will be delivered on Monday. Items that can be properly maintained in the correct storage temp will be held over the weekend by our carrier in temperature-controlled environment until they are ready to be delivered on Monday. Any items on your order that cannot be properly stored at the correct temperature over the weekend will ship on Monday to be delivered on Tuesday.

In line with Cell Signaling Technology’s (CST) environmentally conscientious efforts, we have been shipping antibodies at room temperature since 2003 when possible to reduce packing materials waste. Each CST™ antibody is stability tested by exposure to room temperature and 37°C for one week followed by western blot testing to ensure no change in antibody performance. If you received an antibody at room temperature, rest assured that it has passed stability testing and that the antibody performance is still optimal. Upon receipt, please store the antibody as indicated on the product datasheet.

We want you to fall in love with our products and tell your colleagues all about them. However, we understand the disappointment and frustration having to return a product may bring to your day. This is why non-performance product returns (other than instruments covered in section 21 of our Terms and Conditions) are eligible for a return or refund. Simply call or email our Customer Support team and they will be able to take care of you right away. We’re here to help you with all your order needs (Monday-Friday) from 8:30 a.m. – 8:00 PM EST.

• Customer Support Toll Free: (877) 616-CELL
• Customer Support Direct: (978)-867-2388
• Customer Support Email: [email protected]

1. I am having some performance issues with my product, what can I do about that?
2. Can I return my product if I made a mistake while ordering?
3. The product I received was incorrect or there was damage to the product?
4. How should a return be shipped back to CST?

If a product does not perform in your experiment as described on our website or datasheet, please contact your local CST office or nearest distributor within 12 months of product receipt. The same expert scientists who produced your antibody will guide you through a few simple troubleshooting steps, and if your issue is not resolved, we will replace the antibody at no cost to you or provide you with a credit.

In the case of an error while placing your order, a request of a return of the product must be made immediately following the receipt of the product and may be eligible for partial credit at CST’s sole discretion. The product must be returned in the original packaging, unopened and unused along with a Return Authorization form and the customer is responsible for return shipping costs. Please visit our Product Terms of Sale for complete information regarding returns.

In the case of an error by CST in fulfilling an order, notification must be made to CST immediately to replace the product or issue a full credit. Mistakes made by CST where the return of the product is required will be at the cost of CST. Please visit our Product Terms of Sale for complete information regarding returns due to an error by CST.

All returns should be sent back via overnight service to the address listed on the Return Authorization form. Please print and sign the form and include with the product to ensure your return will be processed in a timely manner.