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Promega's Cookie Policy

Our website uses functional cookies that do not collect any personal information or track your browsing activity. When you select your country, you agree that we can place these functional cookies on your device.

Order Help Center

This page serves to help you make the best use of ordering from Promega.com. If there is a topic we have not covered here or if you need further clarification, please contact Customer + Technical Support.


Registration at Promega.com is required only for the purpose of ordering online. You may browse the entire site, including all catalog pages, technical information and tools. If you ask for literature or samples, a valid mailing or shipping address is required for us to fulfill your request. Registering enables you to order online and access information including:

  • Saving billing and shipping addresses in your Profile
  • Creating a Favorites list to manage frequently ordered products
  • Viewing your online order history
  • Storing your credit card information, encrypted for your security
  • Receiving e-mail confirmations of online orders and order status
  • Participation in the Helix program where available

Please read our Privacy Policy for details.

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Managing Your Profile

When you supply us with information, we provide you the ability to manage that information, or add new information, through the View/Edit Profile link on the left navigation column.

View/Edit Profile: Change your basic information, including username and password

Billing and Shipping Addresses: Add or edit billing and shipping addresses within your Profile

Payment Method: Add or edit purchase orders and credit cards, and select a default payment method for speedy checkout. Credit card information is stored in a secure, encrypted manner on the Promega web site

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Security Policy

Safe Online Shopping

Ordering through Promega's online system is guaranteed safe. We guarantee our site's security because your confidence in using and ordering product through this site is our utmost concern. In the unlikely case that something happens to compromise security and, as a result, unauthorized changes are made to your account, we will assume liability for what you owe.

In the event of unauthorized use of your credit card, you must notify your card provider in accordance with its reporting rules and procedures.

Adherence to Industry Standards

Our confidence in our site security comes from our strict following of industry standards. We encrypt all personal data including logins, payment information and profile information with the highest encryption strength your browser is capable of providing.

On Promega.com, our assurance your information is safe comes from our use of Thawte, a leading provider of digital authentication. Thawte is what's known as a "certificate authority," the digital world's equivalent of a passport office. Through use of digital certificates, encryption keys and authentication, they essentially place a tamper-proof "seal" on your personal information, verifying the integrity of your data and validating Promega as the correct intended recipient of it. For more information, visit Thawte at www.thawte.com.

Which information is Secure?

The information in your Profile is secured by your username and password.

Questions or Concerns?

For questions or concerns about security, please contact Customer + Technical Support.

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System Considerations

For the best experience, please use one of the browsers below.

Browsers we support:


Please contact Customer + Technical Support if you have any questions or concerns about the system considerations on this site.

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Your Orders

Tracking Orders in Process

After you submit an order on the web site, we will send an initial e-mail confirmation that we received your order. After your order is processed, we'll send you a second e-mail that will include:

  • Your order number
  • A summary of what you ordered
  • The total payment
  • Your airbill number and a link to your carrier's web site

You can also check current order status by logging in and clicking on "Order History" in the left-hand navigation column.

Finally, you can check your order status by calling a Promega Customer Service Representative during normal service hours at 1-800-356-9526.

Viewing Online Order History

All your online orders are saved with your profile and can be viewed through your Order History. You may either click on a recent order directly from the history page, or search all your online orders by various criteria.

New Customers

We appreciate your business and we understand that your research is time-critical. If you are a new organization placing your first order with Promega, please allow 1-3 business days for us to complete the setup of your customer information. In case of special circumstances, please discuss your needs with our Customer Service team.

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Payment Options and Invoicing

Purchase Order

If you select to bill to your company or institution using a purchase order, you will need to provide the purchase order number during the checkout process. To expedite checkout, you may create and save a default purchase order for multiple orders.

Credit Card

We accept Visa, Mastercard and American Express. If you select to pay by credit card, we will ask you for the account number, expiration date and name on the card. Your card information is stored within your profile to make ordering easier. For security reasons, we will only display the last four digits of any stored credit card.

Invoicing Your Order

Your invoice will be sent to the billing address specified within your shopping cart. Our payment terms are net 30 days.

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Accounts Receivable/Credit & Collections

  • Invoice copies: Please send requests for invoice copies to creditteam@promega.com and provide one of the following:
    • Order number
    • Invoice number
    • PO number
    • If paying with a credit card, please give the last four digits of the credit card, date, and dollar amount to be charged
  • Paying invoices with a credit card: Please call (608) 274-1181 x1461 and provide your customer number or invoice number, your credit card number, and the amount to be charged.
  • ACH/EFT set-ups: If you would like to be set-up to pay your invoices by ACH/EFT, please send your request to acctsrec@promega.com.
  • ACH/EFT remittances: To pay by ACH/EFT within the US, please send your remittance details to promegaar.eremit@jpmchase.com. To pay by ACH/EFT outside of the US, please send your remittance details to acctsrec@promega.com.
  • Credit References and W-9 Requests: Please send your request to creditteam@promega.com.
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Sales Tax and Tax Exemption

Calculating Your Sales Tax

We calculate your sales tax based on the zip code of the shipping address for your order. The sales tax charged will be calculated based on state-specific tax rules.

Claiming Tax Exemption

If you are tax exempt due to the nature of your purchase or business, please indicate this during the checkout process and provide your Tax Exemption Certificate number for the state to which the product will be shipped. You may email a copy of your certificate to acctsrec@promega.com. Invoices will reflect sales tax (if collected for that state) until the certificate copy is received.

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Delivery Policy


Orders requiring wet or dry ice are delivered via overnight service. If your order contains only ambient temperature items, second-day or ground service may be selected. Overnight orders are shipped according to the following schedule:

  • U.S. orders received by 5:00 p.m. Central Time, Monday through Thursday, will be shipped that same day for next-day delivery.
  • Orders received after 5:00 p.m. Central Time Thursday and on Friday will be shipped for Monday delivery.
  • We do not ship on the following holidays (U.S. only): Memorial Day; Independence Day (Fourth of July); Labor Day; Thanksgiving; Christmas; and New Year's Day.

Delivery Rates (effective January 1, 2018)

When delivery charges are pre-paid and added to the invoice, the following rates apply in the US: Delivery rates include freight, handling and ice (where applicable).

2018 Delivery Overnight 2-Day Ground
Order value US US US
$0-499.99 $63.00 $39.00 $17.00
$500-999.99 $46.00 $24.00 $11.00
$1000 and over*
*Excludes Instruments


Additional freight charges may apply for selected instruments. Please contact Promega Customer Service for more information.

Want Free Delivery?

Orders with a net value greater than $1000 are delivered free of charge, while orders over $500 qualify for reduced delivery charges. Learn more about the Promega Free Delivery program. Additional freight charges may apply for selected instruments. Please contact Promega Customer Service for more information.

Returning Product

Due to the sensitivity of our products, we are not able to accept all returns. Our commitment to product quality and performance prevents us from reselling returned goods. Please contact us at 1-800-356-9526 to request a return authorization before attempting to return product.

Please note we cannot accept the return of product due to a purchasing error.

Recyclable Packaging

Promega strives to use packaging materials that maximize product integrity and performance while minimizing environmental waste. All our products are packaged in highly recyclable materials. Product systems are packaged in paper-based, unbleached cardboard.

We ship orders of heat labile product in EPS (expanded polystyrene) foam boxes. We believe EPS foam is the best available product for protection, durability and temperature maintenance.

Our foam box return program permits reuse of the boxes at no cost to you (foam boxes only). In some cases, the fossil fuels consumed by the return of these boxes exceeds the environmental costs associated with local recycling. Therefore, we encourage you to call Alliance of Foam Packaging Recyclers, 800-944-8448, or visit their web site at www.epspackaging.org for additional information.

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Ordering from Other Countries

If you are located in a country served by a Promega distributor, please contact that distributor for information on ordering Promega products. To view a list of Promega branch offices and distributors outside the USA, please select your region.

Choose your country


United States

Pacific Asia

Korea, Republic of


United Kingdom