FAQ

Don’t worry! If the defect found is indeed a production defect, or if there was an error when preparing your order, we will replace the item or arrange a refund for the item. To do this, please contact our Customer Service team by providing:

• Your order reference which can be found in your order confirmation email
• Photos allowing us to identify the problem

Yes, if you would like to become a client of bio-bottle® and have interest in a particular product we are happy to provide you a sample. Please contact our Customer Service team with a description of the product you are interested in. If you are based within Melbourne one of our staff can assist you in person.

All bio-bottle® on our website are accompanied by a product description which will include the capacity, height, diameter and opening of the inner bio-bottle®.  For example: a blue bio-bottle® has an inner capacity of 0.85 L, opening of 70 mm, diameter of 95 mm and height of 165 mm. By using these measurements you will be able to see if the particular vials you are using will be suitable for this bio-bottle®.

The ultra-freeze® complete and ultra-freeze® MAX originated from a request to courier ligaments internationally, however with the ongoing development in this range (introduction of the ultra-freeze® Plus) many items can be couriered safely internationally without the use of dry ice.  This can include food samples, vaccines, blood products, plasma, tissue samples, and serums. Clients have used ultra-freeze® products specifically for the transportation of Inter-Laboratory Comparison Programme (ILCP) freeze dried micro-organisms, knockout mice tissue samples (DNA research), animal organs, bacterial glycerol stocks, and transportation of RNA between -80°C and -20°C.

Over 90% of bio-bottle® products are manufactured in New Zealand. We have been working hand-in-hand with our manufactures for over 10 years, because when we like something, we stick with it! We have built up a relationship of trust and have strict requirements when it comes to quality. Our manufacturers are passionate specialists in their respective industries, they know what they are doing and we like it! If you’d like to know the Country of Origin please refer to the “Technical Information” tab within the product page.

Our bio-bottle® Complete 12 Packs are assembled by Altus Enterprises. Altus Enterprises is a nonprofit organisation, based in Auckland New Zealand, that exists to provide work for people with disabilities. Products are prepared with the greatest of care, however from time-to-time you may find an outlier that does not look quite right (e.g. the carton is not a perfect rectangle). This may be part of the nature of our products being hand assembled, however if you have any concerns about product quality/durability please let us know.

Head over to our online shop to place an order. All prices are listed in AUD, excluding GST. Shipping is calculated on check-out. We recommend adding a couple items to your cart as the price of shipping per unit will decrease. All purchases made online will be packaged and shipped via DHL Express Worldwide. Terms are DAP (Delivered at Place). Shipping fees exclude duties and taxes (receiver pays), and also excludes insurance. Tracking tickets, estimated timeframe for delivery etc. will be provided directly by our team. Multiple payment options are available, however if you do not have a registered account with agreed payment terms, all orders will be dispatched upon full payment.

For larger orders that you prefer to be palletized for delivery please contact our Customer Service team and we will arrange an order via direct communication under terms EXW, or provide a freight quotation through our freight forwarder via air freight or sea freight (whichever is preferred). Shipments arranged through our freight forwarder are under terms CIF.

Pack quantities are detailed within our online store. Generally these are 1 unit (e.g. ultra-freeze®), 12 units (e.g. Orange bio-bottle® 12 Pack), or 50 packs (e.g. 2NZ bio-pouch®). This is primarily to facilitate a smooth online purchase process. If you have specific requirements we will be please to assist you. Contact us today.

Physical collection is not currently available, however you are welcome to arrange your courier to collect from our New Zealand warehouse. If a transportation company is collecting on your behalf we will provide you the weights and dimensions of your order once it is ready for collection.

Don’t panic and give us a call.  We keep a minimum supply of all products on hand.  It’s possible we can dispatch your order same day.

We have international coverage through our network of distributors. Head over to our international site to find your local distributor. Want to become a distributor? Let us know.

If you have any comments our Customer Service team will appreciate your honest feedback. Our company values are:

• Customer-Focused Solutions
• Employee Orientation
• Entrepreneurial Spirit
• Integrity
• Continuity

We aim to provide Customer-Focused Solutions to all our clients and feedback is a key part of the research and development process.

The outer shipping containers of all materials containing “infectious substances” transported must have UN (United Nations) Certification and the outer shipping containers must bear a label reflecting this certification. See the image below which explains the UN marking for infectious substances.

 

If you are having difficulty classifying your substance please review the below classification flow chart which can assist.  

Our sister company Dangerous Goods Management based in Auckland, New Zealand offers an IATA Infectious Substances by Air Course. This course is specifically designed for shippers of infectious and biological substances by air, their agents and airline operator acceptance staff.  The course carries International Air Transport Association (IATA) endorsement. If you are not based in New Zealand head to the IATA website for online training.

To review our terms and conditions please click here or view and download the PDF here.