Frequently Asked Questions

Customer Service>Frequently Asked Questions
  1. How do I obtain a Certificate of Quality (COQ) for a product my company purchased?
    You can access PML Certificates of Quality on-line or call our Technical Support department at (800)547-0659 option #3. To access a COQ online, you will need the lot number of the product you received located on the packing slip on the right side column under "Ship Quantity" or the product itself.
  2. How can I track the status of my order or shipment?
    You can track your recent order or past shipment on the PML website by simply entering your P.O. number or your customer number. To track your order, click here.
  3. Does PML accept standing orders for products?
    Yes, we encourage standing orders for your Prepared Culture Media or other laboratory products. By creating a standing order, you are assured of receiving a continuous supply of products with minimum chance of delay.
  4. What is your return policy for products?
    Returns for products ordered directly from PML must be coordinated through our Customer Service department at (800) 628-7014 within 7 days of receipt of the product. A "contact number" is required and must accompany the returned products in order for a credit to be processed. For returns due to customer ordering error, a minimum 25% restocking charge will apply. Products that have proven unsatisfactory in performance may be returned within 30 days with prior authorization. Perishable or temperature sensitive products such as Prepared Culture Media, Reagents, QC organisms, hazardous items and special order products cannot be returned for any reason other than documented performance problems. Please note that returns of PML products purchased through an authorized PML Distributor must be coordinated directly with your Distributor.
  5. How long can most products be shipped under ambient temperature conditions?
    Most PML products can be shipped under ambient temperature up to 3 days assuming that they are not exposed to extreme temperatures.
  6. How can I contact your Customer Service in French?
    In order to receive Customer Support in French, please call (866) 524-4594.
  7. What types of payment methods does PML accept?
    PML accepts VISA, MasterCard, American Express and Purchase Order Numbers from Customers with existing accounts. If you do not have an existing account with PML, click here to apply.
  8. What are your standard shipping terms?
    PML ships orders F.O.B shipping point, unless otherwise indicated. Orders for products in stock are usually shipped within 24 hours of order receipt via the most economical mode of transportation. There is a minimum charge of $10.00 per order for shipping and handling. PML has a variety of shipping methods available to efficiently service your institution. If you request special transportation and/or packaging, additional charges may apply. Please note that PML Microbiologicals is not responsible for damage or delays associated with customer-selected carriers or services.
  9. How do I obtain technical assistance or report a problem with a product?
    To contact our Technical Services Department, please call (800) 547-0659, option #3 Monday through Friday, 8:00 am to 4:30 pm, Pacific Time.
  10. When are products normally shipped once I place my order?
    All orders will ship immediately unless an alternative ship date is specified. For same day shipment of available products, your orders must be placed by 12:00 noon, Pacific Time.
  11. What are PML payment terms?
    After credit approval, payment terms are Net 30 days. Balances remaining unpaid after 30 days are subject to a 1.5% per month late fee.
  12. What is the PML warranty for products?
    PML Microbiologicals guarantees that all PML products will perform satisfactorily for their intended use when stored as directed and used before the expiration date. If the product's outer bag or container integrity has been damaged, the package sterility and/or performance may be compromised. The liability of PML under this warranty is limited to product credit or replacement and the discretion of PML. This warranty is exclusive and in lieu of all other warranties expressed or implied. If a product does not meet your satisfaction, please notify PML Technical Services immediately at (800) 547-0659.
  13. What is the difference between LyfoCults® and LyfoCults® Plus?
    The difference between LyfoCults® and LyfoCults® Plus is that the rehydration fluid is included with LyfoCults® Plus in an all-in-one device. For more information about this product line, click here for additional details.