Following FAQs may assist if you have any doubts, if not, you may email us at customerservice@axan.com for more personal assistance. We will be most glad to be of assistance to you.

FAQs on Autoclave

1. What other size of Autoclave Bags can you make?
   Virtually any size, based on MOQ requirements.



2. How thick are your autoclave bags?
   We can run 1-8 mil thick or custom thicknesses as required by our clients.



3. What does autoclave mean?
   Autoclave is a device used to expose items to steam at a high pressure in order to decontaminate the materials or render them sterile.



4. What does decontamination mean?
   The use of physical or chemical means to remove, inactivate, or destroy blood borne pathogens on a surface to the point where they are no longer capable of transmitting infection and the surface is rendered safe for handling, use, or disposal.



5. What does sterilization mean?
   The use of a physical or chemical procedure to destroy all microbial life, including spore-forming.



6. What can Autoclave Bags and Films be used for?
   Examples include but are not limited to the following discarded items:
   Primary human cell lines and tissue cultures
   Organisms with recombinant DNA
   Cultures and stocks of infectious agents
   Potentially infectious bacteria, viruses, and spores
   Live and attenuated vaccines
   Blood and blood products
   Labware that has come into contact with the aforementioned waste steams (e.g. contaminated plastic pipettes, pipette tips, Petri dishes, centrifuge tubes, Eppendorf tubes, disposable gloves, wipes, etc

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FAQs on Quotations

1. Requesting a Quote
   We understand you may have other preferred sizes which is not within our current range available, we will be most glad if we can offer you your required size if you can provide us with your detailed specification, stating the thickness, size and material of bags. We will be most glad to provide you with a quote basded on our MOQ.

FAQs on Order and Account Management

1. Order Tracking and Status
   After you place your first order and establish an online account then the links on the bottom under Your Account will allow you to access all past orders or items you have placed on our website. Each order detail will contain an order status field as well as the ability to track your boxes if they were sent with certain shippers.



2. Cancellation of Orders
   Returns: Returns will not be accepted without prior authorization from Axan. A 20% minimum restocking charge will be made on all merchandise accepted for return on orders correctly filled. Return transportation must be prepaid. REQUESTS FOR RETURNS MUST BE MADE WITHIN 15 DAYS OF RECEIPT OF GOODS.




Ordering Security

3. How do I know my personal information is secure?
   You can buy all of our products online in a secure environment. We use what's called SSL encryption to send and receive sensitive information like your credit card number and name/address. You can tell you have a secure connection by viewing a special icon. That special icon is a either a yellow or blue padlock that is at the bottom line of your web browser.



4. Your account Information
   Once you have placed your first order and established your account, you can access your online profile. You do this from the options under the heading Your Account on the bottom of each screen.

   View Your Order History/Status: Selecting this option allows you to review current or past orders you have placed through our system. It is also where you will get tracking information and status of your order.

   View Past Items: Selecting this option allows you to review past itemes you have placed through our system. Select the time frame to search for and hit the Go button.

   View Account Profile: Selecting this option allows you to change your username, password as well as other general information pertaining to your account

5. Your online account with Axan
   Having an online account with Axan will allow you to track your past and present orders. The first time you process a quote or place an order with our system, you will be asked for an optional password for an online account. Once your order or quote goes through our system, you will receive a welcome email to confirm your entry into this program.

   Once you have your account established, you can log in at the top of any of our pages by clicking on the text 'Log In'. Enter your username (this is the email address you used to establish your online account) and the valid password you selected. After submitting your Log In information, you will be directed to main page that will welcome you by name.

   To log out of the site, click on the text called 'Log Out' at the top of any page within our site.

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FAQs on Shipping

1. Shipping and Handling Information
   Shipping and Handling is based on your shipping location and the dollar amount of your order. Shipments go via SINGPOST, DHL or FedEx depending on your choice in the Checkout lane. Once you get to the Shipping Options, you have two types of shipping, collect and prepaid. You can choose a carrier that we display on the screen or have your shipment sent collect. If you choose collect, you will be fully responsible for your shipment charges with the carrier.

   For Oversize items we ship via Freight. We will notify you with any additional freight charges before your order ships.

2. Exceptions:
   We do not ship Orders to P.O. Boxes, APO/FPO addresses.



3. What we mean by Same Day Shipping
   At Axan, we are committed to ship your product the very same day that you place your order. We are able to accomplish this 95% of the time if you place an order before 12.00 p.m. Our shipping department is ready to rush your product out the door. We are your solution for getting products fast!

   This commitment pertains to non-drop ship items during our normal work weeks.

4. Shipping Rates and Lead Time
   Normal shipping lead time is 3-14 days depending on countries and areas.

   We can help you select the best rate and timing that will meet your needs. Rates for International shipments will be calculated based on destination.

   You are responsible for payment of any duty or taxes required. Our prices do not include duties or value-added taxes. If assessed, these charges are the responsibility of the package recipient, who will be billed for them by the local Customs office.

   URGENT or EXPRESS shipping options may be requested at an additional charge.

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FAQs on Delivery Within Mainland Singapore

1. Local Orders
   For local (Singapore) orders, of value greater than or equals to S$ 150.00. Free Delivery will be provided within mainland Singapore.

   For local (Singapore) orders, of value less than S$ 150.00, a Delivery Charge of S$ 5.00 will be imposed.

   Please allow 1-2 working days for delivery arrangement.

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FAQs On Payment

1. Payment Options
   We accept Visa, Mastercard, Paypal, Money Orders & Coporate Cheques.



2. Payment Terms
   By placing an order on the Site, you authorize Axan or its authorized agents to collect payment from your credit card for all charges you incur. Prices listed on the Site do not include shipping, handling, taxes or insurance, unless otherwise specified.



3. Prices
   Prices are subject to change without notice.

   Prices are offered on Ex-our warewhouse basis.

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Product Information

Axan’s goal is to accurately describe all products offered for sale on the Site; however, the Site may contain typographical errors or other inaccuracies and may not be complete or current. All product specifications, which include dimensions, are subject to change without notice. Therefore, with respect to description, pricing, quantity and availability of products, and shipping and handling fees, we reserve the right to correct any errors, inaccuracies or omissions and to change information at any time without prior notice (including after you have submitted your order).

All products will be securely packed to prevent damage.

1. Asking more questions:
   If you still have questions about using Axan's website, please feel free to contact our knowledgeable Customer Service Representatives, at +65 362 8998 from 9.00AM to 6:00PM, Monday through Friday, or write to customerservice@axan.com

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