Support

Primary cells are typically shipped at early passages (P0-P1), while cancer cell lines are generally delivered around passage 10. Our technical documentation provides specific recommendations for maximum recommended passages in culture for each cell type.

The relationship between passage number and population doublings varies significantly by cell type, while passage number simply counts subculture events, population doublings reflect actual cell divisions, and better indicate replicative history. 

Most in-stock items ship within 1-2 business days, with all cell shipments packed in dry ice containers designed to maintain temperature for at least five days of transit. Custom products and primary cell collections require additional processing time, which our customer service team will confirm upon order placement. You'll receive automated shipping confirmations with real-time tracking links via email.

Each cryovial contains around 1×10⁶ viable cells, with typical viability exceeding 90% when properly thawed and cultured according to our protocols. Detailed cell counts and viability data are provided in the product datasheet. For applications requiring precise cell numbers, please consult our technical support team for customized solutions.

Our primary cell products include comprehensive donor metadata, including age, sex, and relevant clinical history. We can also accommodate requests for cells from specific donor populations or with particular clinical characteristics, though these typically require 8-12 weeks for procurement and quality control procedures. All donor materials are obtained through IRB-approved protocols with documented informed consent.

We offer custom engineering of reporter constructs, including fluorescent proteins (EGFP, mCherry) and bioluminescent systems (Firefly, NanoLuc®). Our standard workflow includes promoter optimization and antibiotic resistance selection, with typical delivery timelines of 10-12 weeks for custom engineered cell lines. Please contact us to discuss specific vector design requirements.

All cell products undergo rigorous quality testing, which may include: mycoplasma screening, sterility testing (bacteria/fungi/yeast), STR profiling, species verification by qPCR, pathogen testing (HIV-1/HBV/HCV), viability assessment, RT-qPCR, and Western Blot (WB) analysis. Full quality control documentation accompanies each shipment, and additional testing can be performed upon request for specialized applications.

We do not recommend refreezing thawed cells as it severely damages viability and functionality, compromising your experiments. For best results, use freshly thawed cells immediately. Contact us for proper cell handling guidance.

Ordering from Ascent Research is designed to be seamless, whether you are a local lab or a global institution. Choose the method that best fits your procurement process:

1. Direct Purchase Channels
  Online Store: Browse our catalog, add items to your cart, and checkout directly. You will receive an email confirmation with the order details.
  Email Orders: Send your Purchase Order (PO) or a simple request to [email protected]. We will confirm your order details within 12 hours.
  Phone & Inquiry: Need to speak with us? Call +1-478-887-3713 or leave a message with your order details, and our team will handle the rest.

2. Third-Party Platforms
  Scientist.com: We are a verified supplier on Scientist.com. You can find our services and products there to streamline your institution's compliance and                payment process.

3. International Customers
  Global Distribution: For customers outside the United States, you can order directly through us or via our authorized regional distributors for local support and      faster customs clearance. [Click here to find a distributor]
  Customs & Logistics: We ship worldwide. Please contact us for a shipping quote if a carrier account is not provided.

4. Flexible Payment Options
  We support various payment methods to suit your accounting needs:
  Credit Cards: Visa, MasterCard, and American Express.
  Purchase Orders (PO): Net 30 terms available for approved institutions.
  Wire Transfers: Required for specific international bulk orders.

All items are in stock unless otherwise noted. For bulk orders or specific batch requests, email [email protected] to confirm and reserve inventory.

Check real-time status in your account's "My Orders" or via automated email updates. 

We ship globally via FedEx Global or World Courier. For faster delivery, we recommend purchasing through our authorized distributors.

We accept credit card payments (processing fees may apply) and bank transfers. E-invoices are sent after order confirmation. Failed/canceled payments remain in "My Orders" for 24 hours; you can retry payment or delete the order.

Returns are generally not accepted due to product specialization. Exceptions require verification under these conditions:

Transport Damage: Report with unboxing video/photos within 24 hours of delivery;
Contamination: Submit test report from approved institution within 10 business days;
Viability Issues: Provide trypan blue assay data within 5 days.
Return shipping costs are the customer’s responsibility; we cover replacement delivery.

Products are for research use only. Clinical, diagnostic, or commercial use is strictly prohibited.

Cancel anytime before order confirmation. After confirmation, contact us immediately. No cancellations once your order is shipped. We'll email within 1 business day with technical solutions.