How do I place an order?
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?
How do I create an account and sign in?
To create an Assay 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 Assay 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: [email protected]. 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 Assay Genie doing to reduce its packaging from non-renewable sources?
At Assay 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 Assay Genie is to be fully recyclable by 2021. Click here for more information on the strategies we are implementing to make Assay Genie greener.
Can I send vial holders/packaging/ice packs back to Assay 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?
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?
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 [email protected]). 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.