1. How to register as a user on the Erpan website?
• Click the “Register” button in the upper right corner of the website;
• Enter the required content as prompted. Please ensure the accuracy of all the information，such as name, company, address and contact details;
• If you are a service and/or product supplier for Erpan, please select the relevant option; if you are a buyer, you do not need to select the supplier option;
• After registration, you are able to receive our latest product information, member discount information, product order rebates and scientific research news.
2. How to send a project service request (such as antibody production, protein expression and purification, etc.) on the Erpan website?
• For new clients, click the “Register” button in the upper right corner of the website and register as an Erpan user;
• For registered users, they shall first “Log in” to their Erpan account;
• After entering the account page, click the “Post a Request” button on the right, and fill in the required information according to the instructions shown in the right column;
• After all the required information is filled in and confirmed, click the “Confirm and Submit” button to submit the project;
• The Erpan team will contact the users within 24 hours by email to confirm the project details and the quotation;
• After the users decide to order the service, Erpan will provide the users a copy of the project contract within 24 hours. The users should have the contract signed by the legal person and send back the electronic version of the signed contract to Erpan by email at their early convenience.
• The users can log in to their Erpan accounts to view the status of the projects. Each project will be assigned a unique project number. Please use this number for future communications regarding this project.
• After a project is accepted by Erpan, the status of the project in your Erpan account will be exhibited as “Accepted/Down Payment Needed”. Please click “Pay Now” button and select one of the payment methods and click “Submit”. This step is not an actual payment and is only used to confirm that you agree to pay. The detailed payment method will be indicated in the project contract.
3. How to order the products on the Erpan website?
• 3.1 Online order for new or unregistered users:
• Click the “Products” button at the top of the Erpan website;
• Search for the products that you need to order in the search box;
• After picking up the wanted product, please select the appropriate ordering unit and quantity based on your needs, and then add the order to the shopping cart;
• Click the “Proceed to checkout” button and fill out the “Billing details” and “Order Information”;
• If you have a coupon code, please enter it and the system will automatically adjust the discount price;
• After filling in the required information, please click the “Place order” button in the lower right corner to complete the order;
• After successfully placing your order, you will receive two email notifications: one contains the login “user name” and “password” created by the system for future use; and the other provides the order details. Please check them carefully. If you have any questions about the order, please contact us at your earliest convenience.
• After receiving the order, Erpan will contact you within 24 hours to confirm the order and arrange the shipping.
• 3.2 Online order for registered customers:
• After login, search and add the products to the shopping cart following the steps as shown in 3.1 above;
• Click on the “Proceed to checkout” button and carefully check the pre-filled “Billing details” and “Order information”. If you have a coupon code, don’t forget to use it;
• Click the “Place order” button in the lower right corner to complete the order;
• After successful submitting the order, you will receive the order details in your email. Please check the order carefully. If you have any questions, please contact us at your earliest convenience.
• After receiving the order, Erpan will contact you within 24 hours to confirm the order and arrange the shipping.
• 3.3 Product prices:
• All product prices in the catalogue on the Erpan website (English version) are shown in USD.
• If you need to order in bulk, please contact Erpan Customer Service to get the special quotation.
• 3.4 Product shipping:
• The ordered products will be arranged to be delivered with 48 hours normally.
• Regular antibodies will be shipped under normal conditions or with ice packs; for special products that require shipping with dry ice, an additional shipping fee will be applied.
• 3.5 Others:
• If you cannot find the products you need on the Erpan website, you are welcome to provide the information of these products to us. We will arrange to get these products available as soon as possible for your future use.
• If you have any questions or problems during the ordering process, please contact us.
4. How to pay for the products ordered?
• Invoices are generally provided together with the ordered products. Please complete the payment after receiving the invoice.
5. How to pay for the project service fees?
• The payment for the project service fees will be carried out in accordance with the contract signed by both parties.
6. How to carry out after-sale service?
• If customers encounter a problem for the products and request a technical support, Erpan technical support team will respond within 24 hours.
• If there is a quality problem found within 2 weeks after receiving the product, you can return the product for a product replacement or a full refund; after 2 weeks, we will only provide technical support and won’t be able to offer a refund or a product replacement.
7. Antibody product storage:
• After receiving the antibody product, it shall be centrifuged, aliquoted if necessary, and stored at -20 ° C. Avoid repeated freeze-thaw cycles.
• The prepared antibody working solution is preferably used up on the same day at 4 °C; if the time exceeds this period, an appropriate amount of ProClin 300 or NaN3 should be added to prevent the growth of microorganisms.
8. How to contact us?
• Website: “Contact Us” on the Erpan website (erpantech.com)
• Email: info@erpantech.com
• Customer service phone: 081-21-33283301