Policies on cancellations, changes to orders, and credits

We realize that research needs may change resulting in a need to cancel or change orders. 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.

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 solely by The Jackson Laboratory.

Credit will be issued for mice received at your facility which are dead or moribund or for those that die or become ill within three days after arrival. Credit requests must be received by email or by telephone followed by 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.

Credit is not provided for the following circumstances:

  1. Shipment of mice 17-days-old (or younger) that arrive dead or moribund. We cannot guarantee that such young mice will survive shipment.
  2. Shipment of timed pregnant females at one to ten days post-mating that are not pregnant.
  3. Non-productive mice. 

Credit policy for JAX®  mES Cells

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.

If cells 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.

Shipping and container charges

Ground transportation is recommended whenever possible and can be arranged in dedicated, climate-controlled vehicles for most locations in the U.S.A. and Canada. If ground transportation is not available to your location, air shipment can be arranged. All mice are shipped in protective, filtered containers. Shipping charges are bsed on the number of shipping containers. Shipping charges are prepaid and itemized on invoices. Order confirmations indicate an estimated number of shipping containers to be used to ship orders. The actual number of shipping containers used for shipment may exceed the original estimates.

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
Mice recovered from cryopreservation No cancellations or changes accepted
JAX® mES Cells 7:30 PM ET (4:30 PM PT) one business day prior to shipment

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 time frame