Doing Business with Stellar Scientific
Our motto is “Simplifying Your World”. We will do everything we can to make the process of ordering and returning as smooth and pain-free as possible.
If you have just fifteen seconds to read our shipping and returns policy, here is the super-short version:
RELAX! We are going to wow you with our commitment to "Stellar Service". You will be thrilled to have us as your partner. Guaranteed.
- Shipping is fast, and priced fairly.
- Get free ground shipping on all orders over $250.
- No hassle returns if you are not thrilled with your purchase (some limitations apply, i.e. – sterile products that cannot be resold, certain large pieces of equipment or custom orders).
- DOA replacements shipped on our dime
- Secure shopping and credit card processing – the entire website is HTTPS!
Here are our policies and procedures in greater detail.
There are four main ways you can purchase your laboratory equipment and supplies from Stellar Scientific.
Buy straight from the website:
This is best suited when not making a bulk purchase. Simply create an account, load up your cart and place the order. We accept all major credit cards and your transactions are securely processed with Authorize.net for peace of mind.
By the way – We never charge ground shipping for orders over $250. More about shipping in a bit.
If you have received a discount coupon code, there will be a place before finalizing your order to enter the code.
If there is a “Buy X, get Y free” promotion, the promotional item will automatically be added to your shopping cart and the price reduced to “zero”.
Bulk/Stocking up or large quantity orders:
For the best prices, please ask us for a special quote.
Head to the contact us page and let us know what you need. We’ll send you a quote with discounts that are usually good through the end of the year unless otherwise specified.
Note: Placing an order from a quote generally requires making a phone call to our office, but you do not have to speak with a live person to provide payment information and the quote number.
Ordering with a PO (Purchase Order):
We’ll be happy to create a quote for the items you need and send a copy of our W-9 so you can generate a PO.
We like to give net 30 terms for orders but we are accommodating of your needs, even the big pharma guys who take 90 days to pay their bills.
Build your list and then speak with us via the contact us page or give us a call at 410-764-2225.
Sometimes it is easiest to create a shopping cart and send us a screen shot along with your shipping/billing information.
Internal ordering through your e-marketplace:
Stellar Scientific’s scientific catalog with over 1300 products can be found on the SciQuest platform. Of these, nearly 800 are specially discounted for partners who have linked our catalog to their e-marketplace.
If you participate in SciQuest, look us up and purchase quickly using your in-house platform. Better yet, tell your purchasing department that excellent discounts are available and have them contact us for more information.
Stellar Scientific serves the world. However, our website is currently only designed to process orders from the continental USA and Canada.
When making a purchase in Canadian Dollars the website will show the price based on the current exchange rate. The buyer remains obligated to pay all taxes and tariffs. Stellar Scientific only collects money for the product and any shipping fees that accrue.
To speak with someone about other international purchases, please email: email@example.com and we will get back to you promptly during our normal working hours.
With over 1800 items in our catalog, it can be difficult to keep up with all the changes that come each year from our suppliers. Here is a simple rule we are happy to live with:
When an item is not part of a special promotion and we’ve either goofed or been slow to update the price, our mistake is your win! We will honor the website price including any free shipping or discount codes that were applied.
Of course, do not be surprised if you come back a few hours later to find we’ve corrected the mistake. We might be slow, but we’re not stupid!
In the case of a special promotion (like a BOGO) that is no longer being offered by that manufacturer/supplier, we will not be able to honor the sale beyond its expiration date. You will be contacted immediately and your credit card will not be charged.
Shipping and Delivery:
Ground shipping is always free for orders over $250. (Did we say that before?)
When you place an order through the website, with a PO or through a purchasing platform, unless otherwise noted, we will ship using UPS.
Free ground shipping only applies to products that normally ship via ground. Where freight shipping is required, ground is simply not an option.
To speed up delivery times we stock the most mission critical laboratory supplies in our Baltimore warehouse. This list includes our Cool Blue nitrile gloves, Teepa Tips, See-More PCR plates/tubes, tissue culture plates, dishes and flasks among others.
Orders placed before 2PM almost always ship that day and can be expected to arrive as early as next day depending on your location.
Other items are drop shipped from several locations and should arrive within 48-72 hours from when you placed your order.
Please review your shipping information carefully so your package(s) arrive on time. We do ship to residential addresses but the shipping fees are higher than to a business or institution.
Important exception: Most of our ChemPure line of chemicals must be shipped via ground to a business location. Even if you operate a business from a home, a residence may not be considered a business address for this purpose.
If the information you have provided us does not permit us to deliver your goods, we will make every effort to contact you promptly and give you the option of cancelling the order or make changes to your delivery
Unless otherwise instructed, all packages ship to be delivered “without a signature.”
If you select a faster form of delivery (2nd day air, next day air, etc.) please be aware that our friendly UPS person picks up orders at 4PM most of the time. Orders received after this time will ship as instructed, but will go out the following day.
Except where required by law, we do not collect tax on orders placed through our website. If you are a tax-exempt company or organization, please include your exempt certificate number in the notes section of your order.
If you are experiencing a laboratory emergency, contact us directly by phone (410-764-2225), using the chat box feature, or make a note with your order and we will try (we cannot promise) to take your package to a UPS site that picks up at 5:30.
We have been able to save the day on more than one occasion, but you must get us as the right time to have a shot.
Freight and Inside Delivery:
Large equipment items such as centrifuges, incubators and freezers are subject to freight charges, but we make every effort to price our items to be inclusive of free shipping. If you have a preferred carrier account, we can save you money by sending your purchase that way.
Inside delivery (or “White-Glove) almost always involves an added expense. If your company or institution requires this, please let us know at the time a quote is being prepared.
If we’re even having this conversation, that probably means you’ve made a purchase from us and a big thank you is due!
At Stellar Scientific, making you happy is very important to us. We want you to love your purchase and sing our praises.
Here is how we tackle problems as they come up:
- If we sent you the wrong item, then we’ll cover the return shipping fees and send you the correct item.
- If your product was DOA (dead on arrival) we will contact the supplier and have a replacement shipped out promptly. If it is not replaceable, or no replacement is available when you need it, you can choose to take a refund, store credit or consider an alternative.
- In the event that your purchase did not live up to your expectations and you would like to make a return or refund, we ask you to please notify us within two weeks of receiving it. We will set you up with a return authorization number and all the information you need to ship it back.
No restocking fees and no hassle.
There are a few exceptions though:
- Sterile products which cannot be refurbished and resold, will receive a pro-rated store credit or refund.
- Large equipment items and those things are typically customized such as centrifuges, incubators and microscopes.
Products returned for a refund or store credit must be in excellent condition and in the original packaging.
In all cases where a store credit or refund is issued, we ask that you please allow up to 14 business days for the funds to post to your account.
During the warranty period, each manufacturer handles repairs differently. As a rule, large equipment is covered by a national network of service teams that perform onsite diagnostics, evaluation and repairs, while smaller equipment may require being shipped back to the manufacturer.
This being so, we strongly recommend hanging on to both the inner and external shipping box in case something needs to be returned.
When the situation warrants a repair, we reserve the right to pay for the return shipping as a value-added bonus. (Yes, you read that correctly).
We do keep a small stock of loaner items to help out when repairs are needed. Check with us if you are stuck.