frequently asked questions

Can I order directly from ATCC?

No. Cryosite was appointed the exclusive distributor of ATCC products for Australia and New Zealand. Prior to this, customers often experienced difficulties in organising the purchase, import and delivery of goods. Time differences between Australia, New Zealand and the US meant communications became difficult and often caused delays to orders and requests. Customers now find it easier dealing with Cryosite rather than directly with the ATCC.

What does the Shipping Fee cover?

Packing material, including dry ice, IATA compliant shippers, preparation of items for shipping, documentation and specialist door-to-door courier delivery. AQIS import permits are also obtained and freight forwarders are booked and paid. This time intensive process attracted a number of different fees typically payable to several organisations before Cryosite took over distribution.

In short, the shipping fee covers all costs in importing and delivering a single delivery to your door.

Does Cryosite offer discounts?

Every request for a quotation of ATCC products is carefully considered so that we can give every customer the best possible price. The cost of the goods, their physical form (frozen or non-frozen), packaging required, and the United Nations biosafety classification of the items requested are all taken into account for the calculation of every quotation. Shipping charges do not increase for larger orders.

What are the advantages of using Cryosite?

Cryosite offers a faster, more convenient service, where customers can order locally and pay in Australian dollars. Cryosite offers the convenience of a single invoice and one contact to handle your order from door to door. We are given priority from the ATCC in processing our orders and technical enquiries, reducing waiting time on orders from what may have previously been up to 10 weeks; to 4-5 weeks for standard, stocked items.

Together, Cryosite and ATCC now offer:

•   Free replacement of faulty goods (subject to approval);
•   Pay for the costs for any United States Fish and Wildlife (USFW) permits that may be required;
•   Tracking of deliveries from door-to- door, and
•   Up to date correspondence on the status of orders

I am worried about the delivery of my order for frozen items. How will the goods be looked after during transport?

ATCC and Cryosite will not compromise the quality of the goods. Couriers specialising in the shipping of time-critical, temperature-sensitive material are contracted to distribute samples throughout Australia and New Zealand. Cryosite has a long standing agreement with Marken Couriers who have a thorough understanding of the nature of the goods. Cryosite have conducted validation experiments on the transport of goods on dry ice. We have documented such risk factors as depletion rates of dry ice to ensure that your goods will always arrive in excellent condition. IATA approved packaging is used exclusively and UN standards of shipping are strictly followed.

What are the prices on the ATCC website?

The prices on the ATCC web site are not indicative of Cryosite prices. These prices refer only to the cost of the goods in the US, and do not include any other fees incurred, such as the ATCC Administration and Packing fee to prepare the goods. ATCC are fully aware of the Cryosite pricing system and have indicated their support.

If you have any further questions regarding the Cryosite pricing policy please contact Cryosite. For questions relating to ATCC products, refer to the FAQ section of the ATCC web site.