Faq Sections

Orders
How can I request a quote if no price is available?

You can click ‘request a quote’ on our website and enter your request on the contact form. 


Can I place an order for pickup? 

Yes, however, the option is not available on the website. Please organize it with your customer service representative. 


Do you have a minimum order quantity?

Certain products require a minimum quantity, please refer to your customer service representative.


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Account Management
How do I reset my password?

Click on forgot my password and follow the steps on your screen. 


How do I update my billing and shipping addresses?

You can click on ‘My Account’ go to addresses and edit the addresses, to create a new one, click create a new address. 


How do I request past order invoices?

By contacting customer service.  


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Returns & Warranty
What is your return policy for unopened products?

Please see Terms & Conditions


How do I initiate and ship a return?

By contacting customer service.


Who covers the shipping cost for returns and warranty repairs? 

Please see Terms and Conditions


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Payments & Shipping
How do I track my shipment?

The tracking number is indicated on the invoice once your order is shipped.


Is your payment system secure?

Innovation Diagnostics takes all the necessary precautions to protect your personal information and payment methods at all times. 


Can I request express shipping?

Yes, for an extra fee.


Regulation & Compliance
How can I request certificates? 

Please list your requests on the Contact Us form and we will get back to you with the necessary documents. 


Are there special import permits or registrations required for certain countries?

We only ship to Canada and the United States. A USDA Veterinarian permit is required to export media containing animal by-product to the US. A Toxine and Pathogen permit is required to ship any BLS-2 microorganisms to the Canadian clients


Technical Support & Troubleshooting
How do I clean, disinfect, or decontaminate equipment safely?

Please refer to the user manual of the instrument. If you cannot find the information in the manual, please contact our Service Department here


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