For shipments that arrive thawedImmediately store all products at the correct storage temperatures, as indicated on the Product Labels, and in the respective product User Guides.
Before storing, please note if the products feel cold or warm to the touch and inspect if the contents are frozen or thawed (if possible measure the temperature inside the packaging box).
If any physical damage is noted, where possible, please take clear photographs of any damaged boxes or internal kit items (e.g., tubes, columns, reagent bottles etc.).
Immediately store all products at the correct storage temperatures, as indicated on the Product Labels, and in the respective product User Guides.
Next, please contact support@lexogen.comand provide us with the following details, so that we can evaluate product stability for you:
A photo of the box(es) or tube labelCatalog number(s) and name(s) ORof the affected kits.
The box / tube lot LOT number(s) and batch BATCH number(s) (if available) ANDAny relevant photos of physical damage to the boxes or individual kit components (including
The date and time your products arrived.
Your order number (PO) or a copy of your Lexogen Order Confirmation.
If possible: Any photos of the box(es) or tube label(s) showing any physical damage (and/or any noted volume losses)
Catalog number(s) and name(s) of the affected kits
If possible: A temperature measurement or description of the temperature of the products (to touch) when they were received.
The date and time your products arrived
Your order number (PO) or a copy of your Lexogen Order Confirmation
Please understand that these details must be evaluated in order to determine whether replacement products can be provided.