How to order - and other important questions

* How can I place an order?
* How do I place my first order?
* What are your terms and conditions of sale?
* Is your on-line order form secure?
* Can I use the toll-free number outside the U.S. and Canada?
* How can I obtain credit from Wildlife Supply Company?
* Do you provide NAFTA certificates?
* If I place an order now, when will it ship?
* When can I expect to receive my shipment?
* What happens if my shipment is considered hazardous?
* How can I obtain technical support?
* What are your shipping terms?
* Do you ship to locations outside the U.S?
* What if my order is damaged in shipment?
* What if I need to return an item or have it repaired?
* Do you have a restocking or return fee?

How can I place an order?

* By toll-free phone: (800) 407-1868 (within US and Canada) 8 AM to 4 PM,
Eastern Standard Time. At other times, our voice mail will provide the chance to
leave a targeted message.
* By international phone: (716) 608-1222, 8 to 4 PM, Eastern Standard Time
* By e-mail: info@accentscience.com
* By toll-free fax: (800) 799-8115 within US and Canada, 24 hours a day
* By international fax: (716) 874-9853, 24 hours a day
* By mail, the old-fashioned way, sent to: Accent Science, 95 Botsford
Place, Buffalo N.Y. 14216

How do I place my first order?

* When you call in your first order, please let us know that you're a new
customer. Our representative will be glad to assign you a Customer
Identification Number.
* We'll be glad to accept your Purchase Order if you're an educational
institution or government agency in good standing within the US and Canada. In
these situations, please submit your tax exempt certificate.
* If you place your first order on-line or by fax, we will automatically
assign a Customer Identification Number when we enter the order.
* Then it's all over - but the science learning.

What are your terms and conditions of sale?

* For shipments within the United States
* For international shipments.

Is your on-line order form secure?

* Order without fear! As is good business practice, we use SSL encryption to
protect your order information. Your data is automatically encrypted, keeping it
private and protected. And for added piece of mind, we do NOT sell our mailing
list to any other firms.

Can I use the toll-free number outside the U.S. and Canada?

* Sorry, the toll-free number (800) 407-1868 can only be used inside the
U.S. and Canada. For all other phone calls, please use (716) 608-1222. Remember,
we're here from 8 AM to 4 PM, Eastern Standard Time. At all other times you'll
get our voice mail with many options for leaving a message.
* For international sales, please contact our International Sales Manager,
at (716) 608-1222.

How can I obtain credit from Accent Science?

* Accent Science accepts purchase orders from educational institutions and
government agencies in good standing within the US and Canada only. All other
orders must be prepaid. We accept Mastercard, Visa, American Express (by
telephone), money orders, checks, COD (at additional charge) and wire transfers.

Do you provide NAFTA certificates?

* We provide NAFTA certificates for those products that qualify. For further
information, please e-mail our International Sales Manager at
info@accentscience.com.

If I place an order now, when will it ship?

* Hopefully, exactly when you need it. We stock a large inventory of items
for just such emergencies. If you place your order by 1:30 p.m. E.S.T, it's on
the way to you by the very next day in most cases.
* Need it even faster? Our priority ship methods include overnight or
second-day. Please give us a call - we'll be glad to research the possibility of
priority shipping and quote the approximate additional cost.

When can I expect to receive my shipment?

* Most shipments within the continental US arrive 2 to 7 working days after
the order is placed. Canadian orders tend to arrive in 5-10 working days.
* In a real hurry? Use overnight or second-day delivery. For an additional
charge, you can choose between next day and second day options, if ordered
before 1:30 p.m. E.S.T.

What happens if my shipment is considered hazardous?

* We won't say never, but this situation is certainly very infrequent. In
those rare instances when this may apply, we will gladly fax Material Safety
Data Sheets (MSDS) whenever requested.

How can I obtain technical support?

* Come here to ask questions about our products - their uses, advantages,
disadvantages, components. We have a knowledgeable team of biologists,
engineers, educators and product managers to answer your questions - or find the
answers. Simply contact us!

What are your shipping terms?

* Orders are shipped FOB our facility in Buffalo, N.Y., or factory, at our
discretion, unless otherwise agreed to by Accent Science. We generally prepay
and add shipping charges unless you request otherwise.
* We also ship to Canada and other international destinations and will
gladly supply a freight quote if requested. We regret that we cannot be
responsible for customs, duties or additional taxes that may be charged. See
international info for more details about overseas shipping.
* Please note that shipments to Canada may require additional customs
charges and delays.

Do you ship to locations outside the U.S?

* We have many international customers and appreciate the opportunity to
quote on your overseas needs. Please note that we cannot be responsible for
customs, duties or additional taxes that may be charged.
* Before ordering, please contact our International Sales Manager, at
info@accentscience.com. She will determine if shipment to your destination is
feasible at a competitive freight rate.
* Please note that shipments to Canada may require additional customs
charges and delays.

What if my order is damaged in shipment?

* We take great care in filling, testing and packing your order. However,
mistakes will always be made. If a damaged shipment is received at your
facility, we recommend refusing delivery. If delivery is accepted, please note
the damage on the delivery receipt and obtain an inspection report from the
truck line immediately. Then call us for a replacement shipment.

What if I need to return an item or have it repaired?

* Please call to describe the problem, many items can be repaired at our
facility. Faxed drawings and photos are always a help. We'll fax back a free
estimate, including labor and parts costs and a realistic turnaround time.
* To return an item, please call first for a return number (RMA). Place the
RMA inside and outside the shipping box.
* Return the item to us via a traceable method (UPS or preferred) for your
protection. We will be glad to help you determine which ship method to use.
* To reduce the chance for confusion, returns are only accepted within 30
days of purchase. For this reason, please look at your purchase promptly upon
receipt.
* We cannot accept returns on Made-to-Order products, product modifications,
and custom products unless our error, since we cannot sell these items to
others.
* We reserve the right to apply at a 20% restocking charge to any returned
products except those resulting from our error, based on invoice cost plus
shipping.
* We make every effort to work with you if our product does not meet your
expectations. Most of our customers have been customers for years. We're in this
for the long haul.

Do you have a restocking or return fee?

* If the mistake is ours, there is no charge to you. We will move heaven and
earth to correct our error. However, if the mistake is not ours, we reserve the
right to apply a 20% restocking fee.
* This is because we often adjust our production schedules to meet
customers' specific deadlines. If you order something and then change your mind,
this may mean other customers have had to wait.
* However, you will always find us interested in resolving all problems. We
want you as our customer for life.