Policies on cancellations, changes to orders, and credits

We realize that research needs may change unexpectedly resulting in a need to cancel or change orders for mice. Unfortunately, if orders are cancelled or changed, the mice being reserved for the order may not be usable by other researchers. Order cancellations and changes often have an animal welfare impact and affect our ability to provide adequate quantities at reasonable prices to all customers. If order cancellations or changes become necessary, the policies outlined below will apply.

No cancellation or changes on day of shipment

Order cancellations or order changes will not be accepted on the day of shipment, since mice are already packed in shipping containers.

Standard orders for mice strains at Standard Supply Level 1

Cancellations, suspensions, or changes to standard orders (i.e. orders that do not involve special services) for Standard Supply Level 1 strains up to 10 weeks of age or orders placed within one week of scheduled ship date (but not cancelled or changed on the day of shipment) will be accepted without penalty.

Orders for mice seven weeks of age or older

Cancellations, suspensions, or changes to orders for mice seven weeks of age or older are subject to a discretionary cancellation fee up to the full amount of the order unless proper notice is given. Proper notice requires that the mice being reserved are six weeks of age or younger at the time the notice is received. The following examples indicate how much notice is needed to avoid cancellation fees:

Examples:

  • Notice must be received one week in advance of shipment for orders for mice at seven weeks of age.
  • Notice must be received two weeks in advance of shipment for orders for mice at eight weeks of age.
  • Notice must be received three weeks in advance of shipment for orders for mice at nine weeks of age.
  • Notice must be received four weeks in advance of shipment for orders for mice at ten weeks of age.

Special orders

Cancellations, suspensions, and changes to special orders for mice requiring special services (such as surgical modification) are subject to a discretionary cancellation fee up to the full amount of the order.

How to cancel or change orders

Cancellations or changes must be made in writing as follows:

  • Send notification of cancellations or changes by fax to 1-207-288-6150. We must receive such notifications by fax by 5:00 PM (Eastern Time) the day before shipment. Please call to confirm that we received your fax, telephone 1-800-422-6423 (from U.S.A. locations only) or 1-207-288-5845 (from any location).
  • Send notification of cancellations or changes by email to orderquest@jax.org. We must receive such notifications by email by 3:00 PM (Eastern Time) the day before shipment. Please call to confirm we received your email.

Credit policy

We issue credit for mice received dead or moribund and for mice that die or become ill within three days after arrival. You must request credit and report transportation–related complaints by telephone within five days of delivery and then confirm your request or report in writing. We issue credit for mice received in damaged containers if damage is noted on the delivery manifest.

We DO NOT issue credit in the following circumstances:

  1. Shipment of 17-day-old (or younger) mice that arrive dead or moribund.
    (We cannot guarantee that such very young mice will survive shipment.)
  2. Timed pregnant females at one to ten days post-mating that are not pregnant.
    (We cannot guarantee pregnancy at this stage of gestation.)
  3. Shipment of mice by air carrier if dedicated ground transportation is available.
  4. Telephone cancellations that are not followed by a written confirmation.

Do not, under any circumstances, return mice or shipping containers to The Jackson Laboratory.