Company Policies and Returns
Biogentex Laboratories, Inc .
dba Texagen Life Science Division
dba Educational Science / Butterfly Stores
PO Box 747
League City, TX 77574-0747
For technical or customer service issues, please submit them to our Customer or Technical Service Representatives at firstname.lastname@example.org.
BY PHONE - (281) 554-9783 Educational Science 281-554-8450 Texagen Life Science
A Friendly Customer Service Representative is available 9 am - 5 pm CST Monday - Friday. If a representative is unable to take your call, please leave a detailed message on our answering system and a representative will get back to you ASAP. During periods of high call volume we recommend that you contact us via email.
BY FAX- (281) 557-4340
LIVE MATERIAL ORDERS
Ordering Live Material (ASAP) VS ordering with Certificate for Live Material
Butterfly Farm kits containing live material can be ordered with a certificate for the live material or with the live material shipped with kit (designated by the letter "A" (BF 200 A VS BF 200) after the catalog number. We recommend FEDEX one or two day service for all live material orders. All shipments containing live material must be opened immediately upon receipt. We are not responsible for live material that are left unattended. If the livestock that we ship via FEDEX do not arrive alive (they must all be dead), we will replace them or credit your account. You must notify us within 24 hours that your livestock did not arrive alive. We do not guarantee livestock survival after this 24 hour period. We offer free monarch larvae replacements with the purchase of a milkweed plant.
LIVE MATERIAL REPLACEMENT POLICY
REGULAR PRIORITY MAIL SHIPMENTS DO NOT CARRY A LIVE MATERIAL
SHIPPING WARRANTY. A LIVE MATERIAL SHIPPING (arrive alive) WARRANTY IS OFFERED ONLY FOR FEDEX EXPEDITED overnight or 2 day SERVICE- NO EXCEPTIONS. WE DO OFFER GENEROUS LIVE MATERIAL FREE REPLACEMENT OPTIONS (SEE BELOW)
If your live material order shipped via priority mail or FEDEX 3-day service, free replacement larvae are available with the purchase of FEDEX Expedited one or two day live material replacement shipping available as a shopping cart item under the category Replacement Live Material Shipping or, if you prefer, mail check for FEDEX LIVE MATERIAL REPLACEMENT SHIPPING ($10.00 for FEDEX 2-day and $30.00 for FEDEX EXPRESS overnight) to EDUCATIONAL SCIENCE, PO BOX 747, League City, TX 77574. Attn: Replacement Larvae. Be sure to include in the customer comment section of the online order form or letter: Name order was placed under, original order ID/invoice, or certificate number, and where you purchased your kit.
We also offer free monarch larvae replacements with the purchase of a milkweed plant (BF 100A). Tell us in the customer comment section of the online order form that you would like free replacement larvae sent with your milkweed plant. Be sure to include the name the order was placed under, your original order ID/invoice, or certificate number, date purchased, and where you purchased your kit. We are not responsible for live material left unattended (ex: mailbox, doorstep, etc.) or intemperate weather. We recommend that live material be shipped to a place of business (work address) or PO Box rather than a home address.
PRIORITY MAIL POLICY
PRIORITY MAIL DELIVERY IS NOT DEPENDABLE TO ALL ZIP CODES AND CAN BE HAZARDOUS TO LIVING MATERIAL---PRIORITY MAIL DELIVERY CAN TAKE UP TO 10 DAYS TO SOME RURAL ZIP CODES. LIVE MATERIAL THAT IS DELIVERED TO A RURAL MAILBOX AND LEFT FOR SEVERAL HOURS CAN AFFECT SURVIVABILITY OF YOUR LARVAE. MOREOVER, THE POST OFFICE, SINCE THE 911 ANTHRAX SCARE, IS SPOT GAMMA-IRRADIATING THE MAIL AT SELECT ZIP CODES WHICH CAN Prove DEADLY TO LIVE MATERIAL.
IF you would like to take a chance on Priority Mail LIVE MATERIAL REPLACEMENT shipping please select the Live material Priority Mail shipping option for $7.00 under the category Replacement Live Material Shipping, or send check for $7.00 along with your invoice number, web order number, or certificate number, date purchased, and where you purchased your kit. Please include an email address so that we may notify you and provide a USPS tracking number when the live material replacement ships. For best results, request that your live material replacement order be sent to a work address or PO BOX.
We accept the following forms of payment:
Credit cards - MC, Visa, Discover. They may be used on our secure server. We also accept Checks, Money orders, and Western Union wire transfers. At this time we do not accept foreign credit cards. Pro-forma invoices with shipping cost are sent to our foreign customers.
We accept official purchase orders over $100.00 by mail or fax only. Orders under $100.00 must be pre-paid. Purchase orders must be signed by an authorized purchasing agent for the school or institution. All purchase order invoice terms are NET 30 Days. Please read our Sales Tax Exempt policy below. Late payments are subject to 19 % interest rates. New accounts may be required to pre-pay first order prior to our acceptance of a PO.
TEXAS SALES TAX
If you are a non-profit organization, and have a tax-exempt number, it must be put on the invoice if you are located in Texas so sales tax won't be added to your invoice. Any orders shipped outside of Texas are not subject to sales tax. Orders place or shipped within Texas are subject to a 8% Sales Tax.
If your order is received and processed by 1:00 pm CST standard time every effort will be made to get your order out on that day. If placed after that time, it will go out the next day or ASAP. If you have selected FEDEX overnight or Second day air, you must contact customer service by 1:00 CST to help ensure that your order ships the same day. We do not guarantee that all FEDEX expedited orders will ship the same day they are received. FEDEX expedited orders are given the highest priority and we strive to ship these orders ASAP, and ahead of regular non-expressed orders. NOTE: FEDEX service is not available for Saturday or Sunday deliveries.
After we receive your order it leaves our facility within 1-3 working days usually via USPS priority mail (2-3 days) or FEDEX ground (3-5 days). Most orders ship the very next day after they are received. If an item is out of stock we will ship it as soon as it arrives. A delivery confirmation / tracking number will be added to your order, and if you have included an e-mail address on your invoice, you will receive an e-mail confirmation /tracking number via email. UPS overnight and 2-day air is available for urgent orders.
Orders are shipped Monday - Friday. Overnight delivery service isn't available to our International customers.
We have made every attempt to make our shipping/handling fees reasonable. We have elected to set our shipping/handling costs according to the total invoice amount. If you have a concern regarding high shipping/handling charges for an item like milkweed seeds, 1 pound bag----please contact customer service and we will adjust the shipping charges to reflect the actual weight of the item.
CLAIMS AND RETURNS
Before returning anything please call 281-554-9783 for a return authorization (RA) number. Packages returned without this RA number cannot be accepted and will be refused.
We will refund the purchase price of an item for any reason within 15 days for items returned in a re-sellable condition. We do not refund shipping/handling charges. We charge a 15% restocking fee on returned microscopes. Microscopes must be returned within 3 days. We strive for 100% customer satisfaction and will work with our customers to solve any customer service issue.
All claims for damaged goods, incomplete orders, or defective merchandise must be made within 10 days of receiving them. Please include the original box along with the invoice/packing slip. Live material may not be returned.
Please contact us prior to returning the merchandise. You will receive a return authorization number. Please do not return merchandise without obtaining a return authorization number. Educational Science will replace the damaged merchandise once it has been returned. Your merchandise cost will be refunded, if merchandise is in a saleable condition. Please use care when opening boxes. Opened Butterfly farm kits cannot be returned. NOTE: Shipping/handling cost will NOT be refunded. We reserve the right to determine if an item is in saleable condition.
Information Collection, Use, and Sharing
Biogentex Laboratories, Inc. is the sole owner of the information collected on this site. Biogentex Laboratories, Inc. or its subsidiary companies will not sell or rent this information to anyone. We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other then as necessary to fulfill your request, e.g. to ship an order.
International shipping is limited to the following countries: · Anguilla· Argentina· Australia · Austria · Belgium · Brazil · Canada · Chile · China · Costa Rica· Denmark · Dominican Republic · Finland · France · Germany · Greece · Hong Kong· Iceland · India · Ireland · Israel · Italy · Jamaica · Japan · Luxembourg · Mexico · Netherlands· New Zealand · Norway · Portugal · Singapore · South Korea · Spain · Sweden · Switzerland · Taiwan · United Kingdom If you have questions about product availability or shipping internationally, please contact us. From time to time, other restrictions may apply to international orders. To make shopping easier for you, we recommend you contact our customer service representatives to confirm that we are able to ship a specific item. We cannot ship live material outside of the continental US. We do not accept foreign credit cards. All international orders must be pre-paid. We accept checks, money orders, and Western Union wire transfers. Shipping cost will be quoted and a pro-forma invoice sent via fax or email.
All taxes, duties, brokerage fees and expenses related to importation and compliance with local import country laws is exclusively the responsibility of the recipient. All orders are shipped FOB Houston, TEXAS. Once we have accepted your order and shipped the product, we will make no refunds and accept returns. Please consult your local country Customs Service and other relevant authorities to confirm that no restrictions or special requirements will apply to your order. We are not responsible for delays or costs resulting from acts or decisions of local governmental agencies concerning the importation of your order.