Product Ordering FAQ

• How can I contact you if I have a question?

  If you have a question regarding Horizon’s products or services, you can contact us in a number of ways:

  • Ask Horizon a question through our website
  • Contact us by phone, fax or email

  Alternatively if you would like to speak to peers outside Horizon, you can access local support through our Local Technical Experts program, or you can interact with the gene-editing community through www.raavers.org.

• How to place an order

  We accept orders by the following methods:

  Online: Our online catalog and ordering system can be used to search our full menu of available products.  From there, products of interest can be saved for later review, a quote can be generated for offline order processing or an order can be immediately placed and paid for by credit card (with a 10% discount) or by invoice.
  Please click here to access our online catalog and ordering system.

  Offline: If you prefer to send us orders outside our online ordering system, please see the Contact us page for telephone, fax, and email details in order to place an order.  We recommend that you use our online system to generate a quote, however if you prefer to contact us directly we will need:

  • Product code(s) of the item(s) you wish to order
  • Your name, title and organization
  • Shipping address and billing address
  • Purchase Order Number if you have one
  • Telephone number 
  • Your email address and/or fax number

• Why should you use our online ordering system?

  • Speed: Our online ordering system has been designed to allow us to receive the information we need to process your order more rapidly
  • Immediate confirmation: Upon receipt of the order you will receive a confirmatory email detailing your order for your records and so that you can contact us should there be any errors 
  • Fast and easy re-ordering: Your details are stored for future purchases.  Just log in and your personal information will be pre-loaded. 
  • Opportunity to pay by credit card: Credit card payments receive a 10% discount on orders
  • Quote generation: If you need to have an order reviewed before placing, or if you have a purchasing department, quotes can be generated and emailed with a Quote# that can be used to place the order at a later time.  Quotes generated are effective for 30 days from the date of generation.
  • Easy access to discounts: Pricing discounts are available based on the specifics of your order, and you may have additional discount codes may be available that can be applied as well.   Our online ordering system is designed to apply these discounts to your total.
  • Save your searches: You can explore our menu of cell lines and kits and save your search for later review

• Is the product in stock?

  All products visible in the online ordering system are in stock.  To see a complete list of cell lines, including those in development, please take a look at our complete downloadable catalog.

• What are your shipping charges?

  The following table outlines our shipping charges.  Our online system will automatically apply the appropriate shipping cost based on order size.

  	Standard (FedEx)		Premium (Biocair)
  	3kg	14kg	all
  Europe	$130	$280	$640
  North America	$130	$280	$800
  ROW	$230	$400	$1,040
  Biocair is a specialist courier and logistics provider dedicated to serving the unique requirements of the Biotechnology, Life Sciences and Pharmaceutical industries.

• Where do you ship?

  We are able to ship globally, through FedEx for our standard shipping, and premium shipping is available through Biocair.

• What is the transit time?

  In Europe and North America transit time is 2-3 days and is 4-5 elsewhere in the world.

• Do you charge VAT?

  Our prices are exclusive of VAT and VAT only applies to customers in the European Union (EU).  If you are based in the UK and are VAT exempt, a copy of your VAT exemption certificate must be provided with your order (fax or email).

• What support can we expect post order?

  Shortly after delivery of your order, Horizon will contact you to confirm that you have received the shipment in good order and that you are satisfied.  We will also reach out periodically thereafter to see if you need any support or have any questions.  And of course you can contact us at any time for technical support or product inquiries.

• What happens when my cell line license expires?

  Prior to the expiry of your license, we will contact you to let you know your options, which are to renew your license in order to continue using the Horizon cell lines that you have in house, or to destroy the cells and provide a signed form indicating that you have done so.

   

Cell Line FAQ

• What media is required for my cell lines?

  Details of the media and culture conditions required for specific cell lines are provided under Learn more when searching any cell line.

• Why have I received multiple parental lines with my shipment?

  Each mutant (engineered) cell line is matched to an appropriate parental (non-engineered) cell line i.e. HCT116, SW48 or MCF10A.  When more than one mutant cell line is purchased on the same parental background, the passage number or clonality of the parental cell line used as the starting material in the engineering process of each mutant line may be slightly different.  Therefore, two independent parental lines, one for each mutant line, are provided.  There should be no phenotypic difference as both parental lines are un-engineered.  You may prefer to use the paired parental or elect to use a single parental for your experiments but we prefer to allow each customer to make this decision and therefore provide the full panel of parental lines.

• Do my cell lines contain antibiotic resistance cassettes?

  Details of how each cell line has been engineered together with their antibiotic resistance status can be found under Learn more when searching any cell line.

• How should I store my cell lines and under what conditions?

  Our cell lines are shipped on dry ice (-70^oC) but should be stored in liquid nitrogen or in vapour at other times. 

• How does Horizon confirm cell lines are free from contamination?

  Tryptic soy broth and thioglycollate broth with resazurin are used to test for bacterial and fungal contamination whilst the direct culture method and Hoechst staining are used for mycoplasma.