Ordering FAQs


How do I place an order?

We accept orders by secure online or offline methods. When you are shopping online, simply add products to the shopping cart, check out and follow the link to place the order using your favorite credit card payment method. We accept most of the credit cards, including Visa, MasterCard, American Express, and Discover credit cards. If you would like to submit an order offline using a Purchase Order Number or credit card, please contact us directly via email or the online Contact Form. One of our account representatives will be happy to help you.


what information do you require for my order?

To accurately process your order, we require the following information: (1) Catalog number(s) of the product(s) you want to purchase; (2) Detailed shipping and billing addresses; (3) Purchase Order (PO) number or valid credit card information; (4) Your phone number (in case we have a query that needs you respond quickly), as well as your email address (so that you can receive our system's updates on the status of product ordering and shipping process). 


What are your shipping, handling and packaging subcharges?

Marvelgent continually strives to improve all aspects of our shipping practices. We charge a flat rate $35 fee of Transportation/Handling on orders containing no temperature-sensitive catalog products, and an extra $5 Ice/Special Packing Charges on orders containing any catalog products that require temperature-control. For bulk or custom orders, please contact our support team for calculated shipping estimates.


How can we pay?

All acceptable payment methods are described on the invoice that you will receive after your order is dispatched. The invoice will be sent to the billing address that you specify and can be different than the delivery address for the products ordered. We accept credit card, cheque, bank deposit ad wire transfer as methods of payment. If you need further information or support, please email us at order.support@marvelgent.com.


What is your Return and Replacement Policy?

Quality is important to Marvelgent. If a product does not perform as described on the datasheet please notify us within 30 days of delivery by email cust.support@marvelgent.com and we will examine details of your protocol to determine whether the problem is protocol related or product related. For protocol-related problems, our experts will give you independent professional advice. For product-related problems, a replacement or refund will be offered. If you do not provide details of your protocol or follow the recommendations of our experts, Marvelgent will unfortunately be unable to issue a replacement or refund. If items are ordered incorrectly by the customer Marvelgent may consider taking them back. Please note, all returns will be subject to a 30% restocking charge on the items plus any associated shipping, handling and packaging costs. However, all returns exclude products, that are opened and have no resale value, or that require special packaging for shipping and handling, including those shipped on dry ice and those hazardous for transport. 



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