Mouse Orders

Mouse orders must be canceled seven business days before the scheduled shipment date. This notice allows us to adjust without impacting animal welfare or resource scheduling.

• Full Refund: Cancellations made seven or more business days in advance will receive a full refund, excluding non-refundable fees (e.g., genotyping, custom breeding, or health testing).
• Partial Refund: Cancellations made less than seven business days before shipment may be eligible for a partial refund, depending on preparation status and resources already committed.
• No Refund: Cancellations made within 24 hours of shipment will not be eligible for a refund, as animals will have been prepared for transport and associated costs incurred.

Phenotyping and Specialized Services

Cancellations related to phenotyping, genotyping, cryopreservation, or other specialized services require written notice at least ten business days before service initiation.

• Full Refund: Cancellations with at least ten business days’ notice will receive a full refund minus any non-refundable preparation fees.
• Partial Refund: Cancellations made between 5 and 10 business days before service starts may be eligible for a partial refund, depending on the work already performed.
• No Refund: Cancellations made less than five business days before service initiation are not eligible for a refund, as significant preparations will have been completed.

Custom Mouse Model Development

Due to the complexity and resources involved, canceling a custom mouse model requires significant notice. To avoid total charges, written cancellation must be provided within 14 business days of contract signing.

• Refund Terms: Refunds are available for cancellations beyond the 14-day window, depending on the contract terms and the development stage at the time of cancellation.

How to Cancel an Order or Service

To cancel an order or service, please get in touch with our team by phone or email with your order details, service information, and reason for cancellation. We will confirm the cancellation, process any eligible refunds, and adjust timelines.

Important Considerations

Non-Refundable Fees: Some services have non-refundable fees (e.g., genotyping, health testing, custom breeding), which will be communicated during the service agreement.

• Particular Circumstances: We recognize that unforeseen events can impact research plans. If you urgently need to cancel outside of standard policy, please reach out to discuss potential accommodations.