Customer Support

New customers

If your institution does not currently have a customer account, but you would like to order from The Jackson Laboratory, Welcome! Please complete and submit our New Account and Credit Applications before ordering.

If you do not know your customer status or number, please send an inquiry to orderquest@jax.org or call Customer Service at 1-800-422-6423 (US, Canada & Puerto Rico) or 1-207-288-5845 (from any location).

Payments/invoices

All payments (by check, wire transfer, credit card, or money order) should include the Customer Account Number of the institution making the payment and applicable invoice number(s). Please feel free to contact our accounting department for more information regarding wire, ACH and credit card payments by sending an email message to ar.notifications@jax.org.

Check payments

Please mail checks to the following address:

The Jackson Laboratory
c/o Bank of America
90260 Collection Center Drive
Chicago, IL 60693 USA

The Jackson Laboratory will assess a $25.00 USD fee for all check payments that are returned as "Non-Sufficient Funds."

Wire transfers

To ensure proper credit of your payment, please fax copies of wire transfer information to 1-207-288-6673, Attention: Accounts Receivable.

Credit card and money orders

We accept MasterCard, Visa, and American Express. We also accept U.S. or International Postal Money Order, payable to The Jackson Laboratory.

Sending Primary Account Numbers (PANs) For Credit Card or Banking Accounts Via Email is Not Secure

Transmit of Customer Credit Card and/or Banking Primary Account Numbers (PAN) Policy

It is the policy of the Jackson Laboratory that customers DO NOT transmit 16 digit credit card and/or banking primary account numbers (PANs) via unsecured modes. This requires all Jackson Laboratory customers (domestic and international) to transmit credit card and banking information by one of these two secure modes only:

1. Phone call to a Jackson Laboratory Customer Service Representative; 1-800-422-6423
2. Fax to Secure Number; 207-288-6980

If you have questions or concerns regarding this policy please call 1-800-422-6423 (US, Canada, Puerto Rico) or 207-288-1411 (International)

Tax exempt employer number

We are a nonprofit research institution. Our tax-exempt Employer Identification Number is 01-0211513N.

Payment terms and consequences of non-payment

Terms are granted by individual review and stated on the customer invoice(s) and account statement. These transactions are payable in U.S. currency within the granted terms. Payment for services, products, shipping containers, and shipping costs that are rendered are expected within the payment terms indicated on the invoice or stated by contract. Invoices and account balances in arrears of stated terms may result in The Jackson Laboratory pursuing collection activities including but not limited to outside agencies and court filings.

Documentation fees for international shipments

Documentation fees will be charged for preparation of special forms and certificates required for International shipments (outside the U.S.A. and Canada). Customers will be responsible for paying the full amount of documentation fees in the event that the customer cancels or changes an order and the documentation for the original order has already been processed.

Questions about payment or invoices

For payment or invoice questions please contact Accounts Receivable.

Email: ar.notifications@jax.org 
Tel: 1-207-288-6116 or 1-207-288-6115
Fax: 1-207-288-6673

Mailing:
The Jackson Laboratory
Accounts Receivable
610 Main Street
Bar Harbor, ME 04609-1526