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 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 solely at our discretion.
No cancellation or changes on day of shipment
Order cancellations or order changes cannot 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 (readily available)
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 eight weeks of age or older at Standard Supply Levels 2-4
Cancellations, suspensions, or changes to orders for mice eight weeks of age or older are subject to a cancellation fee up to the full amount of the order unless notice is given at least one week in advance of the scheduled shipment date.
Pairs of mice
In support of our institutional mission to serve as an international repository of mouse models for biomedical research, we provide pairs of JAX® Mice strains to researchers around the world. We cannot guarantee the breeding performance of pairs due to the uncertainty of reproductive biology, and also the variability of housing environments and husbandry practices at customer institutions. We do not provide credit for pairs which do not successfully breed at customer institutions.
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.
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) the 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.
Credit policy—JAX® Mice
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 telephone within five days of delivery and then send written notification of the problem by sending your complaint or credit request by fax to 1-207-288-6150 or by email to orderquest@jax.org. 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 very young mice will survive shipment.) - Timed pregnant females at one to ten days post-mating that are not pregnant.
Do not, under any circumstances, return mice or shipping containers to The Jackson Laboratory.Credit policy—JAX® Cells (JAX® MEFs and mES cells)
For cells that arrive thawed, we will issue a full credit. You must request credit and/or report transportation-related complaints by telephone within three business days after the delivery date and then confirm your complaint in writing by fax to 1-207-288-6150 or by email to orderquest@jax.org. We will issue credit for cells received in damaged containers also, if damage is noted on the delivery manifest.
No guarantee
JAX® MEFs and 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 |
|---|---|
| Orders for mouse strains at Standard Supply Level 1 through ten weeks of age Orders for mouse strains at Standard Supply Levels 2, 3, or 4 through seven weeks of age |
7:30 PM ET (4:30 PM PT) the day prior to shipment |
| Orders for mouse strains at Standard Supply Level 1 older than ten weeks of age Orders for mice strains at Standard Supply Level 2, 3, or 4 older than seven weeks of age |
One week in advance of scheduled day of shipment |
| Orders for surgically modified mice or tissues | Prior to the mice being moved to the surgical or necropsy procedure area |
| Orders for mice at specific days of age | 7:30 PM ET (4:30 PM PT) the day prior to shipment |
| Orders for timed pregnant females | Prior to mating |
| Orders for foster mothers and pups | 7:30 PM ET (4:30 PM PT) two days prior to shipment |
| Orders for JAX® MEFs and mES cells | 7:30 PM ET (4:30 PM PT) the day prior to shipment |
| Orders for mice recovered from cryopreservation* | 7:30 PM ET (4:30 PM PT) within three business days following the date the order is received by The Jackson Laboratory |
| Orders for embryos** | 7:30 PM ET (4:30 PM PT) within three business days following the date the order is received by The Jackson Laboratory |
* Written notice of cancellation for orders for recovery of cryopreserved JAX® Mice strains must be received by 7:30 PM ET (4:30 PM PT) within three business days following the date the order is received at The Jackson Laboratory.
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, then 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. As well, any accrued breeding charges (if progeny testing is selected) will be charged.æ We will not charge the cancellation administration fee in this instance.
For cancelled orders shipping to international locations, the full cost of fees for export documentation preparation will be charged.
If the mice have already been packed, the full cost of shipping containers will be charged.
If the mice have already been shipped, the full price of freight will be charged
** Written notice of cancellation for orders for embryos of JAX® Mice strains must be received by 7:30 PM ET (4:30 PM PT) within three business days following the date the order is received at The Jackson Laboratory.
If notice of cancellation is received after three business days from the date the order was received at The Jackson Laboratory and embryo preparation work has not been initiated, then 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 embryo preparation work has been initiated, then the full fee for the embryos will be charged. We will not charge the cancellation administration fee in this instance.
For cancelled orders shipping to international locations, the full cost of fees for export documentation preparation will be charged.
If the embryos have been packed, the full cost of shipping containers will be charged.
If the embryos have been shipped, the full price of freight will be charged.
