Frequently Asked Questions
Answers about Gentaur products, quotations, shipping, returns, customs clearance and technical documentation.
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Product-specific information takes priority
Product availability, lead time, shipping requirements and return eligibility may vary. The product page, quotation, order confirmation and applicable policy contain the final conditions for an individual order. the final conditions for an individual order.
Important customer policies
Review the complete policies for detailed conditions.
Products & Orders
Questions about product availability, quotations and intended use.
Who can purchase products from Gentaur?
Gentaur primarily supplies laboratories, universities, research institutions, biotechnology companies, healthcare organizations and other professional customers. Certain products may require institutional information, permits or confirmation of the intended use before an order can be accepted.
Are Gentaur products intended for medical use?
Products identified as Research Use Only are intended for laboratory research and are not intended for direct human or veterinary diagnostic, therapeutic or clinical use. Customers must review the product label and manufacturer documentation before use.
How can I request a quotation?
Use the quotation option available on the relevant product page or contact [email protected]. Include the product name, catalog number, required size or quantity, delivery country and institutional details.
How do I know whether a product is available?
Availability information may be displayed on the product page or confirmed in a quotation or order confirmation. Products obtained from suppliers, made-to-order products and custom products may require additional preparation or production time.
Can the product price or availability change?
Prices and availability may change before an order is confirmed because Gentaur supplies products from many manufacturers. The price, availability and applicable conditions stated in the final quotation or order confirmation apply to the accepted order.
Shipping & Delivery
Information about shipping costs, preparation times and delivery.
How much does standard shipping cost?
A flat shipping charge of $80 USD applies to each eligible standard order covered by the online shipping policy. The amount must match the shipping charge shown during checkout or in the applicable quotation.
What is Gentaur's order cutoff time?
The standard order cutoff time is 5:00 PM Central European Time for Brussels. Orders placed after the cutoff are processed beginning with the following eligible business day.
How long does standard delivery take?
For eligible in-stock products, standard handling takes 1–3 business days and carrier transit takes an additional 1–3 business days. The estimated total delivery period is therefore 2–6 business days after order confirmation. Orders are handled and shipped Monday through Friday.
Do non-stock and custom products take longer?
Yes. Regular non-stock products usually require approximately 1–2 weeks before dispatch. Custom proteins, antibodies, made-to-order products and assembled kits may require several additional weeks. The specific lead time stated in the quotation or order confirmation takes priority.
Will I receive shipment tracking?
Tracking information is provided when it is supported by the selected carrier. Tracking may require several hours to become active after the shipping label has been created.
How are refrigerated or frozen products shipped?
Temperature-sensitive products may require insulated packaging, cooling materials, dry ice or a specialized carrier. When the standard online shipping service cannot safely cover the shipment, Gentaur will provide a separate quotation before accepting or dispatching the order.
What happens if my shipment is delayed?
Weather, customs clearance, public holidays, carrier capacity and local disruptions may affect delivery. Contact Gentaur when tracking has not changed for an unusual period or when the carrier marks the order as delivered but the shipment cannot be located.
Returns & Refunds
Conditions for eligible returns, refunds and product claims.
Does Gentaur accept returns?
For eligible orders delivered in Belgium, Gentaur accepts approved returns of defective and non-defective products. A return request must be submitted within 14 calendar days after delivery and must be authorized before the product is mailed.
What condition must a returned product be in?
Standard returns are accepted for new products only. The product must be unopened, unused and in its complete original packaging, with all seals, labels, accessories and supplied documentation intact.
How do I request a return?
Contact [email protected] before mailing the product. Include the order or invoice number, product name, catalog number, quantity and reason for the return. Damaged or defective product claims should also include photographs and relevant lot information.
Can I return a product in person?
No. Approved returns are handled by mail. In-store returns and public drop-off returns are not offered under the current return policy.
Does Gentaur offer direct exchanges?
No. Gentaur does not offer direct product exchanges. An eligible product may be returned after approval, and the customer may place a separate order for the required replacement product.
Is there a restocking fee?
No restocking fee applies to an approved return that meets the return-policy conditions. Unauthorized shipping, customs, storage or handling costs may remain the customer's responsibility.
How long does a refund take?
After the returned product has been received, inspected and approved, Gentaur processes the refund within 8 calendar days. The customer's bank or payment provider may require additional time to display the funds.
Is the original $80 shipping charge refundable?
The original outbound shipping charge is normally not refundable for an approved non-defective return. When Gentaur confirms an incorrect product, verified defect or transport damage attributable to Gentaur, applicable authorized shipping costs may also be refunded.
Customs & International Orders
Information for shipments crossing national borders.
Does Gentaur ship internationally?
Gentaur ships internationally where the product, destination, selected carrier and applicable regulations permit delivery. Some biological, chemical, diagnostic, animal-derived or regulated products cannot be shipped to every country.
Who pays customs duties and import taxes?
Unless a quotation or written agreement states otherwise, the recipient is responsible for import duties, local taxes, customs-clearance charges, brokerage fees and other destination-country costs.
Which shipping documents does Gentaur provide?
Gentaur normally provides the standard documents required for the shipment, such as a commercial invoice, packing list and airway bill. Customers must inform Gentaur before dispatch when additional permits, certificates or special invoice wording are required.
What happens if an import permit is required?
The customer must provide the required permit or import authorization before shipment. Gentaur may delay or cancel an order when the product cannot be legally or safely shipped to the supplied destination.
Are customs delays included in the delivery estimate?
No. Customs processing is outside Gentaur's direct control and may extend the estimated delivery period. Customers should respond promptly to requests from the carrier or customs authorities.
Documents & Product Support
Datasheets, safety documents, certificates and technical questions.
How can I request a product datasheet?
Use the datasheet request option shown on the product page or contact [email protected]. Include the product name, catalog number and supplier catalog number when available.
Can I request an SDS, COA or other product document?
Yes. Available Safety Data Sheets, Certificates of Analysis and other manufacturer documents can be requested through the product page or by email. Some certificates are lot-specific and may only be available after an order or lot number has been confirmed.
Can Gentaur help me select a product?
Gentaur can help identify products based on the information supplied by the customer. Product-selection assistance does not replace the customer's responsibility to verify compatibility, specifications, intended application and regulatory suitability.
What information should I provide for a product complaint?
Provide the order or invoice number, catalog number, lot number, expiration date, storage conditions, protocol used, instrument information, test results, photographs and a clear description of the issue.
What should I do with a leaking or damaged package?
Do not use, discard or return a leaking, hazardous or temperature-sensitive product without written instructions. Keep the outer box, labels, packaging and cooling materials, take clear photographs and contact Gentaur immediately.
Contact & Customer Service
How to contact Gentaur about products and orders.
How can I contact Gentaur?
Email [email protected] and include the relevant product catalog number, quotation number, order number or invoice number. Providing complete information helps Gentaur identify and answer the request more quickly.
Where is Gentaur located?
Gentaur's listed business address is Voortstraat 49, 1910 Kampenhout, Belgium. Do not send product returns to this address unless Gentaur confirms it as the authorized return destination.
Does Gentaur provide 24/7 live-chat support?
Gentaur does not advertise guaranteed 24/7 live-chat support. Requests are handled through the available website contact options and by email during normal business operations.
What should I include in an order-support request?
Include your name, institution or company, order or quotation reference, product catalog number, delivery country and a clear explanation of the requested assistance.
Couldn't find the answer?
Contact Gentaur and include the relevant product catalog number, quotation, order or invoice reference.