Ordering FAQs

How do I place an order?

Customers may place an order in 3 ways. Orders can be made online on our website, or via email by emailing orders@reagentgenie.com. Alternatively, orders may be placed via your local distributor. To find out where your local distributor is based click here: https://www.elisagenie.com/distributors.

Which countries are covered by distributors?

To find out if you can directly order from us or if your order must be made via a distributor click here. Information on your local distributor can be found on this page.

How can I make an inquiry?

Inquiries can be made online via our 'Contact Us' page. You may also contact us via email at: contact@elisagenie.com or orders@regeantgenie.com, or by telephone on: +353 1 887 9802. Alternatively, an inquiry can be made via your local distributor.

How do I create an account and sign in?

To create an ELISA Genie account, click on 'Register' in the top right corner of the home page. On the registration page fill out the registration details. Once complete, click the 'Create Account' button. To login, click on 'Sign in' in the top right corner of the results page (beside 'Register'). Fill in your email and password and click the 'Sign in' button.

What can I do from my account page?

From the account page one can:

  • View details of current and previous orders.
  • View previous interactions with the Customer Service team.
  • Send messages to the Customer Service team once order has been confirmed.
  • Update account details e.g. phone number, shipping address etc.
  • Update account password.
  • View your 'Recently Viewed' Products.

How do I view prices in my currency?

To change the currency of product prices click 'select currency' from the row of options at the top of screen of each web page. Options include: Euro (€), Pound (£), and US Dollar ($).

How will I know if my order has been received by ELISA Genie?

Once we have received your order a confirmation email will be sent to you. Details such as order number and estimated date of delivery will also be disclosed in this email.

How do I edit an online order after it has been submitted?

If you wish to edit an order after it has been placed please contact: orders@reagentgenie.com. Alternatively, you may contact us by telephone on +353 1 887 9802.

When will my product arrive? Can I track my order?

Once your order has been placed, you will receive a confirmation email stating the estimated length of time it will take for your kit to arrive. On average, our deliveries arrive within 7-10 working days. Once your order is shipped and in transit you will receive a follow-up email with the tracking details of your parcel.

How may I obtain an invoice for my order?

A physical copy of your invoice will be sent with your order, as well as an email copy, which will be sent once the order is shipped. Additionally, a copy of the invoice can be downloaded from our accounting software platform; Xero.

What is ELISA Genie doing to reduce its packaging from non-renewable sources?

At ELISA Genie we have implemented several strategies to reduce waste. These include:

  • The reuse of supplier boxes and styrofoam for our exports.
  • The use of recyclable ELISA and assay boxes.
  • The use of fully biodegradable kit outer packaging.

We are currently trialing new eco-friendly packaging. The goal of ELISA Genie is to be fully recyclable by 2021. Click here for more information on the strategies we are implementing to make ELISA Genie greener.

Can I send vial holders/packaging/ice packs back to ELISA Genie, to be recycled?

No, but they can be recycled at the nearest recycling facility.

How do I contact the Customer Service or Sales team?

If you have a query and wish to contact a member of our Customer Service team you may do so by filling out the contact form on our 'Contact Us' page. Alternatively, you can email us on: contact@elisagenie.com or orders@reagentgenie.com.

Do prices include VAT?

Prices are tax exclusive. Countries that are tax exempt must apply Tax/VAT number otherwise 23% tax applies.

Is it possible to get a discount if I am buying in bulk? If so, how do I request this?

Yes. Customers may receive a quote for a bulk order discount by emailing orders@reagentgenie.com. A request for a bulk order discount may also be made by filling out our contact form on our 'Contact Us' page.

How do I cancel an order?

Our aim is to process and ship as soon as possible. If an order needs to be canceled then it must be done within 3 days of ordering (by contacting orders@reagentgenie.com). For orders that have already been shipped, there may be a cancellation fee. For more information on this please read our Terms of Sale.

How do I redeem a promotional/discount code?

To redeem a discount code, please enter the code into the 'Coupon/Gift Certificate' box if ordering online. Alternatively, if ordering via email you can include the promotional code within the email and one of our staff members will manually apply the discount to your order.

What is ELISA Genie's privacy statement?

At ELISA Genie we follow strict guidelines with respect to the handling of customer data. Please click here to read our full Privacy Policy. If you have any questions regarding these guidelines please contact our Customer Service team at: contact@elisagenie.com.  

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