For shipments that arrive thawed, please note if the products feel cold or warm to the touch and 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.com and provide us with the following details, so that we can evaluate product stability for you:
A photo of the box(es) or tube label(s) OR
The box/tube lot number(s) and batch number(s) (if available) AND
Any relevant photos of physical damage to the boxes or individual kit components (including any noted volume losses)
Catalog number(s) and name(s) of the affected kits
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.