FAQs

• For additional support or questions, please email customerservice@geminibio.com

• For additional support or questions, please email technicalservices@biotechne.com.

• For technical documents related to products sold before December 3, 2024:
  • Please email technicalservices@biotechne.com. Be sure to specify the type of document you need, along with the product name and lot number (if available).
• For orders placed on or after December 3, 2024:
  • Please complete the Ask a Scientist Form, and we will email the documents to you.

• For orders placed before December 3, 2024:
  • Please contact technicalservices@biotechne.com for assistance.
• For orders placed on or after December 3, 2024:
  • Certificates of Analysis can be found on GeminiBio.com using the Certificate Search tool at the bottom of most pages. If you cannot locate the certificate you need: Submit a request via our Ask a Scientist form, and we will send the certificate to you.

Yes, credit applications and tax-exempt orders are supported. Please contact Customer Service or download the form from Geminibio.  Credit Application Form

Pricing information is available on Store.Geminibio.com. For specific inquiries or bulk pricing, request a quote or contact your Cell Culture Solutions Sales Specialist.

Detailed order terms, including shipping and return policies, are available on the Terms and Conditions page of Geminibio.com.

You can place an order through our website Store.Geminibio.com, emailing info@geminibio.com, or by contacting our Customer Service team at 1-800-543-6464.

To request a quote or sample, please visit Geminibio.com and navigate to the Request a Quote or Request a Sample.

• Yes, we are proud to continue the legacy of delivering high-quality serum products under the Optima, Premium Select, and Premium FBS brands. While product manufacturing has transitioned to GeminiBio, we are maintaining the same rigorous quality standards, testing protocols, and specifications to ensure the products meet the same exceptional standards you’ve come to expect. For more details, visit geminibio.com/continuing-the-legacy.

• For orders/ product placed before December 3, 2024:
  • Step 1: Verify the product label and compare it with your order confirmation.
  • Step 2: Do not open or use the product.
  • Step 3: Contact Bio-Techne Technical Services Team (technicalservices@biotechne.com)
• For orders/ product placed on or after December 3, 2024:
  • Step 1: Verify the product label and compare it with your order confirmation.
  • Step 2: Do not open or use the product.
  • Step 3: Contact GeminiBio customer service team (customerservice@Geminibio.com) within 7 days of receiving the shipment with your order number and photos of the incorrect product.

• For orders/ product placed before December 3, 2024:
  • Step 1: Do not open or attempt to use the product.
  • Step 2: Take photos of the broken bottle(s) and any affected packaging.
• Step 3: Contact Bio-Techne Technical Services Team (technicalservices@biotechne.com)For orders/ product placed on or after December 3, 2024:
  • Step 1: Do not open or attempt to use the product.
  • Step 2: Take photos of the broken bottle(s) and any affected packaging.
  • Step 3: Contact GeminiBio customer service team (customerservice@Geminibio.com) within 7 days of receiving the shipment with your order number and photos of the incorrect product.

• For orders/ product placed before December 3, 2024:

• Step 1: Stop using the product immediately.
• Step 2: Record any issues you observe and gather relevant data (e.g., application conditions, testing results).
• Step 3: Contact Bio-Techne Technical Services Team (technicalservices@biotechne.com) with the product name, lot number, and a description of the problem.
  • For orders/ product placed on or after December 3, 2024:
    • Step 1: Stop using the product immediately.
    • Step 2: Record any issues you observe and gather relevant data (e.g., application conditions, testing results).
  • Step 3: Contact GeminiBio customer service team (customerservice@Geminibio.com) with the product name, lot number, and a description of the problem.

• For orders placed before December 3, 2024:
  • Contact Bio-Techne Technical Services Team (technicalservices@biotechne.com). Be ready to provide the product name, lot number (if applicable), purchase date, and details about the issue.
• For orders placed on or after December 3, 2024:
  • Contact GeminiBio Customer Service Team (customerservice@geminibio.com). Be ready to provide the product name, lot number (if applicable), purchase date, and details about the issue.

• For orders placed before December 3, 2024:
  • Step 1: Inspect your package upon arrival.
  • Step 2: Take clear photos of the damaged box and/or product.
  • Step 3: Contact Bio-Techne Technical Services Team (technicalservices@biotechne.com)
  • Step 4: Provide your order number, shipping details, and the photos of the damage.
• For orders placed on or after December 3, 2024:
  • Step 1: Inspect your package upon arrival.
  • Step 2: Take clear photos of the damaged box and/or product.
  • Step 3: Contact GeminiBio Customer Service Team (customerservice@geminibio.com) within 7 days of receiving the shipment.
  • Step 4: Provide your order number, shipping details, and the photos of the damage.

• For orders placed before December 3, 2024:
  • If you need information about the status or location of your shipment, please contact technicalservices@biotechne.com. Include your order number and any relevant details for quicker assistance.
• For orders placed on or after December 3, 2024:
  • If you need information about the status or location of your shipment, please contact customerservice@geminibo.com. Include your order number and any relevant details for quicker assistance.

• For orders placed before December 3, 2024:
  • Bio-Techne will facilitate the release and shipment of your product. Please contact them directly at technicalservices@biotechne.com.
• For orders placed on or after December 3, 2024:
  • If your order includes complimentary cold storage, contact customerservice@geminibio.com or reach out to your local Cell Culture Solutions Sales Specialist to arrange the release and shipment of your product.

• Yes, we are proud to continue the legacy of delivering high-quality serum products under the Optima, Premium Select, and Premium FBS brands. While product manufacturing has transitioned to GeminiBio, we are maintaining the same rigorous quality standards, testing protocols, and specifications to ensure the products meet the same exceptional standards you’ve come to expect. For more details, visit geminibio.com/continuing-the-legacy.

• For additional support or questions, please email customerservice@geminibio.com

• For additional support or questions, please email technicalservices@biotechne.com.

• For technical documents related to products sold before December 3, 2024:
  • Please email technicalservices@biotechne.com. Be sure to specify the type of document you need, along with the product name and lot number (if available).
• For orders placed on or after December 3, 2024:
  • Please complete the Ask a Scientist Form, and we will email the documents to you.

• For orders placed before December 3, 2024:
  • Please contact technicalservices@biotechne.com for assistance.
• For orders placed on or after December 3, 2024:
  • Certificates of Analysis can be found on GeminiBio.com using the Certificate Search tool at the bottom of most pages. If you cannot locate the certificate you need: Submit a request via our Ask a Scientist form, and we will send the certificate to you.

• If you need information about the status or location of your shipment, please contact customerservice@geminibo.com. Include your order number and any relevant details for quicker assistance.

• If your order contains broken bottles, please follow these steps:

  Step 1: Do not open or attempt to use the product.

  Step 2: Take photos of the broken bottle(s) and any affected packaging.

  Step 3: Contact the GeminiBio Customer Service team at customerservice@Geminibio.com within 7 days of receiving the shipment with your order number and photos of the broken product.

• If your package arrives damaged, please follow these steps:

  Step 1: Inspect your package upon arrival.

  Step 2: Take clear photos of the damaged box and/or product.

  Step 3: Contact the GeminiBio Customer Service Team at customerservice@geminibio.com within 7 days of receiving the shipment.

  Step 4: Provide your order number, shipping details, and the photos of the damage.

  Our customer service team will promptly assist you with resolving the issue.

• If your product does not perform as expected, please follow these steps:

  Step 1: Stop using the product immediately.

  Step 2: Document your observations, including any relevant data or evidence.

  Step 3: Contact the GeminiBio Customer Service team at customerservice@Geminibio.com. Provide your order number, a detailed description of the issue, and any supporting documentation or photos.

• If your order contains broken bottles, please follow these steps:

  Step 1: Do not open or attempt to use the product.

  Step 2: Take photos of the broken bottle(s) and any affected packaging.

  Step 3: Contact the GeminiBio Customer Service team at customerservice@Geminibio.com within 7 days of receiving the shipment with your order number and photos of the broken product.

• If your package arrives damaged, please follow these steps:

  Step 1: Inspect your package upon arrival.

  Step 2: Take clear photos of the damaged box and/or product.

  Step 3: Contact the GeminiBio Customer Service Team at customerservice@geminibio.com within 7 days of receiving the shipment.

  Step 4: Provide your order number, shipping details, and the photos of the damage.

  Our customer service team will promptly assist you with resolving the issue.

• If you have received the wrong product, please follow these steps:

  Step 1: Verify the product label and compare it with your order confirmation.

  Step 2: Do not open or use the product.

  Step 3: Contact the GeminiBio Customer Service team at customerservice@Geminibio.com within 7 days of receiving the shipment. Include your order number and clear photos of the incorrect product.

  Our customer service team will assist you promptly in resolving the issue and ensuring you receive the correct product.