Purchase Policies

We prioritize getting you the models you need when you need them. We understand 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.

Cancellation And Order Changing Policy

Please note that order cancellations or order changes cannot be accepted on the day of shipment.

• Order cancellations or changes must be made either:
  • 2 business days prior by email to [email protected]
  • OR phoned (1-800-422-6423 or +1-207-288-5845) in by 8PM EST (5PM PST) 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 Policies

• Credit will not be approved for duplicate submissions that are made by the customer.

• Credit requests typically take 7-10 business days to process. If a request is approved, a credit memo will be issued against the original invoice. If a replacement order is requested, it will be billed and invoiced normally.

Shipping Container Charges

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.

Contact JAX Customer Support

Customer service is available Monday through Friday from 8:00 AM - 8:00 PM ET.

[email protected]
1.800.422.6423 (USA, Canada & Puerto Rico)
1.207.288.5845 (International)

Contact Customer Service