Customer Support

The Jackson Laboratory is committed to enabling biomedical research by sharing our knowledge and technical expertise with the worldwide research community. Find technical assistance for selecting and using mouse models, request JAX® Mice posters and technical publications, or contact customer service to order mice.

Policies on cancellations & credits

We realize that research needs may change unexpectedly. If you need to change or cancel your order, the following conditions will apply.

Policies on cancellations, changes to orders, and credits

We realize that research needs may change resulting in a need to cancel or change orders. If order cancellations or changes become necessary, the policies outlined below will apply at our discretion.

No cancellation or changes on day of shipment

Order cancellations or order changes cannot be accepted on the day of shipment.

How to cancel or change orders

Order cancellations or changes must be made in writing, by sending notifications by fax to 1-207-288-6150 or by email to orderquest@jax.org. We must receive written notifications by 7:30 PM Eastern Time (4:30 Pacific Time) one business day before shipment. We will send you a written confirmation of your cancellation or order change to indicate that we have received your request. Please maintain this confirmation for your records.

Under no circumstances should mice or shipping containers be returned to The Jackson Laboratory.

Credit policy for JAX® Mice

Important Note: This credit policy applies only to shipments of JAX® Mice for which transportation of the mice from The Jackson Laboratory to the customer's specified delivery site has been arranged solely by The Jackson Laboratory.

Credit will be issued for mice received at your facility which are deceased or moribund or for those that die or become ill within three days after arrival. Credit requests must be received within five days after the delivery date of the order by email or by telephone followed by a written notification of the problem (see Customer Service contact information) — within five days after the delivery date of the order. We issue credit for mice received in damaged containers if damage is noted on the delivery manifest.

Credit is not provided for the following circumstances:

  1. Shipment of mice 17-days-old (or younger) that arrive deceased or moribund. We cannot guarantee that such young mice will survive shipment.
  2. Shipment of timed pregnant females at one to ten days post-mating that are not pregnant.
  3. Non-productive mice. 

Credit policy for JAX®  mES Cells

JAX® mES cells shipped from The Jackson Laboratory have tested negative for mycoplasma and mouse pathogens. Each cell lot has been subjected to and passed rigorous quality control testing. However, we do not guarantee performance of the cells in the customer's laboratory due to the high variability of reagents, equipment, protocols and procedures.

If cells arrive thawed, we will issue a full credit. You must request credit and/or report transportation-related complaints by email or by telephone followed by sending us a written notification of the problem (see Customer Service contact information) within five days following the delivery date of the order. We will issue credit for cells received in damaged containers also, if damage is noted on the delivery manifest.

Shipping and container charges

Ground transportation is recommended whenever possible and can be arranged in dedicated, climate-controlled vehicles for most locations in the U.S.A. and Canada. If ground transportation is not available to your location, air shipment can be arranged. All mice are shipped in protective, filtered containers. Shipping charges are based on the number of shipping containers. Shipping charges are prepaid and itemized on invoices. Order confirmations indicate an estimated number of shipping containers to be used to ship orders. The actual number of shipping containers used for shipment may exceed the original estimates.

Order change and cancellation deadlines

Order Type Order Cancellation/Change Deadline 
Mice at Standard Supply Levels 1, 2, 3 and 4
7:30 PM ET (4:30 PM PT) one business day prior to shipment
Surgically modified mice or tissues
Prior to the mice being moved to the surgical or necropsy procedure area
Mice at specific days of age
7:30 PM ET (4:30 PM PT) one business day prior to shipment
Timed pregnant females
Prior to mating
Foster mothers and pups
7:30 PM ET (4:30 PM PT) two business days prior to shipment
Mice recovered from cryopreservation
7:30 PM ET (4:30 PM PT) three business days following the date the order is received at The Jackson Laboratory
JAX® mES Cells
7:30 PM ET (4:30 PM PT) one business day prior to shipment

Cancellation policy for Repository-Live strains

Cancellation
Cancellation notice deadline*
No cancellation fee
Notice of cancellation is received within 1-7 business days following the date of receipt of the order
Cancellation fee of 20% of the price of the mice ordered
Notice of cancellation is received within 8-14 business days following the date of receipt of the order
Cancellation fee of 100% of the price of the mice ordered
Notice of cancellation is received more than 14 business days following the date of receipt of the order

* i.e., Notice of cancellation must be received within this time frame

Payment information

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

  • JAX Mice® eNews

    Our most popular newsletter. Includes research discoveries, new strains, upcoming webinars, events and inventory information on Aged B6, DIO, and Outbred Nude Mice. 

    ""; urchinTracker();
    Subscribe Today

  • immunodeficient-mouse-models

    Manuals and Guides

    In-depth guides and manuals for using laboratory mice in research.

  • NSG™ Mice Pub Alert

    The monthly NSG™ Mice Pub Alert features recent high impact publications that utilize the NOD.Cg-Prkdcscid Il2rgtm1Wjl/SzJ (NSG™) mouse.

    Subscribe Today

  • jmcrs-posters

    Posters

    Informative and entertaining art for your wall.