PHENIX - FAQs

Ordering Questions
Where is my Order, how can I track it?
My order is incorrect. What do I do?
I can’t find an Item that I am looking for.
Can I order directly thru VWR or Fisher?

General Info - Promotions
Frequent Buyer Program

How long has Phenix been around?
Why is Phenix misspelled?
What is the PHENIX Frequent Buyer Program?
How do I redeem my frequent buyer stamps?
Can I mix and match promo items of interest?
Options for Frequent Buyer Program?
Operational and Support Questions
What are your normal shipping methods?
My item arrived damaged. What do I do?
How do I get a certificate of analysis?
Recycling? Does PHENIX do it?
How do I get technical support?
How do I arrange service for an instrument?

Finance Questions
What is the pricing policy of Phenix?
I was charged incorrectly. What do I do?
How secure is my credit card information?
How do I get a copy of my invoice?
Questions about credit card charges
Are Blanket or Standing orders accepted?
 

Ordering Questions
Where is my Order, how can I track it?
You can check order status by filling out our online form for order status. We will get you a response same day or the next morning. You may call our customer service group from 8am-5:30pm EST for an immediate answer. Please be sure to have your purchase order number, date of order and the order number if possible.

My order is incorrect. What do I do?
Please provide the details of the order error by filling out our online form or Email Us. Alternatively, you can call customer service from 8-5:30pm EST. Please do not return anything to us before talking to us. All returns must have an RGA (Return Goods Authorization) on the box, or they will be automatically returned to sender.

I can’t find an Item that I am looking for.
Please see our search tips page for help with searching and be aware that you can search the store or the broader site (which doesn’t search the store, only the remainder of the site). If you can’t find what you are looking for, fill in the short Information Form or Email Us and let us know what you are interested in. PHENIX carries several thousand products but not all of them are internet enabled. Of course, you can always call from 8.00-5:30pm EST.

Can I order PHENIX Products through VWR or Fisher?
Yes. PHENIX Research is a national 3rd party vendor for both VWR and Fisher and you can find our products on both of their web pages. PHENIX started out as a value added partner at several of the large integrated accounts in the US due to our specialization in microplate systems and automation supplies. Today, both companies use us as a specialized supplier that adds value to their own offerings.

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Finance Questions
What is the pricing policy of Phenix?
Many companies provide variable discounts off of inflated prices, often creating confusion about whether or not you really are getting a reasonable price. In response to this, PHENIX created our “no worries” pricing policy, which guarantees that we will be in the lowest third of available real market price- even at our list price. This ensures that you will always get a fair deal, even if you don’t have time to compare prices. Of course, for some products, we simply have the lowest advertised price (Freezer boxes and organization, X-Ray Film, PCR Tubes, etc.) but we will always provide a competitive and fair price, even without negotiation.

I was charged or invoiced incorrectly. What do I do?
Please let us know the details of the discrepancy by filling out our online form or Email Us. Of course, you can call us during normal business hours, which are from 8:00-5:30 EST.

How secure is my credit card information?
When we transmit highly confidential information (such as a credit card number) over the Internet, we protect it through the use of encryption, such as the Secure Socket Layer (SSL) protocol. For more information go to our Privacy and Security page

How do I get a copy of my invoice?
For fastest service fill out our online form or give us a call.
North America- 800-767-0665 8am-5:30pm EST Monday-Friday
Domestic or International Main Number 828-418-1060 -Be sure to indicate whether you would like us to email, Fax, or mail you a copy of your invoice.

Questions about credit card charges.
Please let us know the details of any discrepancy by filling out our online form or Email Us. Of course, you can call us during normal business hours, which are from 8.00-5:30pm EST.

Does the company accept blanket or standing orders?
PHENIX Research actively encourages both standing and blanket orders. Standing orders ensure that you will get regular or specialty products on time, every time. Blanket orders make ordering a snap as you can just refer to a blanket purchase order when placing an order. Let us know how we can help.

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Operational and Support Questions
What are your normal shipping methods?
Most products are shipped with 1-4 days expected delivery nationwide via FedEx Ground service from our facilities in North Carolina or California. Shipping charges are prepaid and added to your invoice. Priority and overnight shipping are available at additional cost. Alternate shippers (UPS, DHL and others) are also available upon request. Large shipments may come palletized via LTL (Truck) shipment. Please notify us if your facility cannot accommodate trucks.

My item arrived damaged. What do I do?
It is the buyer's responsibility to inspect all packages upon receipt. Shipping company rules require the receiver to inspect shipments and file damage claims within 5 days of receipt, otherwise a claim cannot be filed. Returns will only be accepted with a pre-authorized Return Authorization Number (RGA). After calling the shipping vendor, please provide the details of the damage to PHENIX by filling out our online form or Email Us. Alternatively, you can call customer service from 8-5:30pm EST. Please do not return anything to us before getting an RGA Number as the shipment will be automatically returned to sender.

How do I get a certificate of analysis?
Should you require a certificate of sterility or analysis, please Email Us. Be sure to provide our part number and the lot number of the item and allow 2-3 days for normal processing.

Recycling? Does PHENIX do it?
Because of the rising cost of shipping, PHENIX no longer recycles standard pipette tip boxes. However, if you use one of our Eco-pack tip systems which can reduce tip box waste by up to 85%, we will recycle the tip decks/ wafers if you send them back to us. You can fit several hundred decks in a medium size box and ship them to our North Carolina facility for recycling. We will only recycle product that was bought from PHENIX and you must call or email to get an RGA number before shipping them. Please be aware that PHENIX Research will not pay for shipping to get the decks back, but will participate in the regrind/reuse of the plastic for racks and non critical parts upon their return to us.

How do I get technical support?
To receive support, please use our form or Email Us. Be sure to include a thorough description of your problem/situation. If equipment is involved, please specify approximately when it was bought and the serial number of the instrument. For consumables, please make note of the lot number on the bag or box. To receive telephone technical support, call 828-418-1060 from 8-5:30pm EST, M-F.

How do I arrange service for an instrument?
To receive support, please use our form or Email Us and provide a complete description of the problem or call 828-418-1060 from 8-5:30pm EST, M-F. PHENIX Research does depot service in our North Carolina office on certain instruments after warranty. Our service rate is $105/hour plus parts. Always contact us first before shipping an instrument so that we can diagnose the problem and make a decision about the best way to proceed with getting you back on line.

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General Info, Promotions, Frequent Buyer Program
How long has Phenix been around?

The company was founded in May of 1990 in a garage in Oakland, California. Today, we maintain our corporate headquarters in Asheville, NC. For more information on the company, please see Message from the President or our Mission and Quality Statement.

Why is Phenix misspelled?
The name is pronounced “fee-nix” and is based on the Egyptian myth of the PHOENIX (Bennu) bird that is born on an alter of fire and returns every 500 years, burns itself and is reborn again. When starting the company, we were attracted to the myth because rising from the ashes had particular meaning to us. There were too many “PHOENIX” companies in the world, so we got out the Oxford English dictionary and discovered that “PHENIX” was the primary alternative spelling. Eureka! We had our name.

What is the PHENIX Frequent Buyer Program?
Our frequent buyer program is the best implemented buyer incentive program in the laboratory marketplace. Through your consumable purchases, you can earn credits for instruments, other supplies or fun and useful stuff for your laboratory….all while enjoying the great prices and excellent service offered by PHENIX.

How do I redeem my frequent buyer stamps?
Redeem your stamps by returning the stamps attached to a redemption form. If you need more forms contact Phenix Customer Service or Email Us

Can I mix and match promo items of interest?
Yes, you can save up your stamps and order a variety of items on one redemption form.
Note: Some Gift Cards and Certificates require more stamps. A Minimum of 2 stamps are required for Shipping and Handling. For more info ask your PHENIX representative or see the Program Rules.

What are my options for Frequent Buyer Premiums?
Through your consumable purchases, you can earn credits for instruments, supplies and loads of other stuff from gift certificates to outdoor gear. Browse popular customer choices.

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