Policies on cancellations, changes to orders, and credits
We realize that research needs may change resulting in a need to cancel or change orders for mice. If order cancellations or changes become necessary, the policies outlined below will apply at our discretion.
No cancellation or changes on day of shipment
Order cancellations or order changes cannot be accepted on the day of shipment.
Standard orders for mousestrains at Standard Supply Level 1 (Readily Available)
Cancellations, suspensions, or changes to standard orders (i.e., orders that do not involve special services) for Standard Supply Level 1 strains through ten 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.
Cancellations, suspensions, or changes to orders for Standard Supply Level 1 strains older than ten weeks of age are subject to a cancellation fee up to the full amount of the order unless notice is given at least five business days in advance of the scheduled shipment date.
Orders for mouse strains at Standard Supply Levels 2, 3 or 4
Cancellations, suspensions, or changes to standard orders (i.e., orders that do not involve special services) will be accepted without penalty for mouse strains at Standard Supply Levels 2, 3 or 4, through seven weeks of age, or orders placed within five business days of scheduled ship date (but not cancelled or changed on the day of shipment).
Cancellations, suspensions, or changes to orders for mice older than seven weeks of age are subject to a cancellation fee, up to the full amount of the order, unless notice is given at least five business days in advance of the scheduled shipment date.
Pairs of mice
We do not guarantee reproductive performance or provide credit for non-productive mice.
Special orders
Cancellations, suspensions, and changes to special orders for mice requiring special services (such as surgical modification, tissues or blood products, timed pregnant females, foster mothers and pups, mice at specific days of age) are subject to a cancellation fee up to the full amount of the order.
Orders for cells
Cancellations or changes to orders for cells are permitted up to one business day before the date of shipment. Order cancellations or order changes will not be accepted on the day of shipment.
Orders for cryorecovery
If notice of cancellation is received after three business days from the date the order was received at The Jackson Laboratory and recovery work has not been initiated, a $250 cancellation administrative fee will be charged.
If notice of cancellation is received after three business days from the date the order was received at The Jackson Laboratory and recovery work has been initiated, then the full fee for the recovery will be charged. We will not charge the cancellation administration fee in this instance.
By placing your order, you have agreed to pay the full cryorecovery fee even if the order is cancelled before mice are shipped.
How to cancel or change orders
Order cancellations or changes must be made in writing, by sending notifications by fax to 1-207-288-6150 or by email to orderquest@jax.org. We must receive written notifications by 7:30 PM Eastern Time (4:30 Pacific Time) one business day before shipment. We will send you a written confirmation of your cancellation or order change to indicate that we have received your request. Please maintain this confirmation for your records.
Under no circumstances should mice or shipping
containers be returned to The Jackson Laboratory.
Credit policy for JAX® Mice
Important Note: This credit policy applies only to shipments of JAX® Mice for which transportation of the mice from The Jackson Laboratory to the customer's specified delivery site has been arranged soley by The Jackson Laboratory.
We issue credit for mice received at your facility 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 email or by telephone followed by sending us a written notification of the problem (see Customer Service contact information)— within five days after the delivery date of the order. 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:
- Shipment of mice 17-days-old (or younger) that arrive dead or moribund. We cannot guarantee that such young mice will survive shipment.
- Shipment of timed pregnant females at one to ten days post-mating that are not pregnant.
Credit policy for JAX® mES Cells
For cells that arrive thawed, we will issue a full credit. You must request credit and/or report transportation-related complaints by email or by telephone followed by sending us a written notification of the problem (see Customer Service contact information) within five days following the delivery date of the order. We will issue credit for cells received in damaged containers also, if damage is noted on the delivery manifest.
No guarantee
JAX® mES cells shipped from The Jackson Laboratory have tested negative for mycoplasma and mouse pathogens. Each cell lot has been subjected to and passed rigorous quality control testing. However, we do not guarantee performance of the cells in the customer's laboratory due to the high variability of reagents, equipment, protocols and procedures.
Order change and cancellation deadlines
| Order type | Order cancellation/change deadline |
|---|---|
| Mice at Standard Supply Level 1 through ten weeks of age Mice at Standard Supply Levels 2, 3, or 4 through seven weeks of age |
7:30 PM ET (4:30 PM PT) one business day prior to shipment |
| Mice at Standard Supply Level 1 older than ten weeks of age Mice at Standard Supply Level 2, 3, or 4 older than seven weeks of age |
Five business days in advance of scheduled day of shipment |
| Surgically modified mice or tissues | Prior to the mice being moved to the surgical or necropsy procedure area |
| Mice at specific days of age | 7:30 PM ET (4:30 PM PT) one business day prior to shipment |
| Timed pregnant females | Prior to mating |
| Foster mothers and pups | 7:30 PM ET (4:30 PM PT) two business days prior to shipment |
| JAX® mES Cells | 7:30 PM ET (4:30 PM PT) one business day prior to shipment |
| Orders for mice recovered from cryopreservation | 7:30 PM ET (4:30 PM PT) three business days following the date the order is received at The Jackson Laboratory |
Cancellation policy for Repository Live strains
| Cancellation | Cancellation notice deadline* |
|---|---|
| No cancellation fee | Notice of cancellation is received within 1-7 business days following the date of receipt of order |
| Cancellation fee of 20% of the price of the mice ordered | Notice of cancellation is received within 8-14 business days following the date of receipt of the order |
| Cancellation fee of 100% of the price of the mice ordered | Notice of cancellation is received more than 14 business days following the date of receipt of the order |
* i.e., Notice of cancellation must be received within this timeframe
