Upon receiving a shipment of ECACC frozen or growing cells it is important that the end user gives the shipment attention without delay. The technical advice accompanying the cell lines should be consulted before removing ampoules from the dry ice, or opening flasks of growing cells. Correct handling immediately upon receipt is critical to successfully establishing the cell line in the customers laboratory.

At the time a cell line is ordered from ECACC the customer should also consider the culture conditions for the new cell line and make sure the appropriate medium will be available when the cells arrive. Many cell lines are fastidious with regard to the culture medium and bovine serum quality. All the media and serum batches used at ECACC are thoroughly pre-screened for ability to support cell growth. It is possible that serum stocks in a customer's laboratory may not be optimum for a newly imported cell line.

ECACC can be contacted at any time during normal working hours for technical advice if the customer is uncertain of how best to propagate a new cell line. In the unlikely event a newly received cell line appears to suffer any kind of quality problem, such as poor viability or morphology, or microbial contamination, then ECACC should be informed without delay and in most cases a replacement will be shipped, pending our investigation of the problem.

Before a replacement can be organised it is important that you complete the Customer Service form that is enclosed with each shipment and send the form to ECACC. Otherwise if your order was distributed by Sigma-Aldrich, contact your local Sigma-Aldrich office.

[email protected] 

or Tel: +44 1980 612684

or Fax +44 1980 611315

The following conditions for replacements should be noted:

1. Frozen cells will normally be replaced by growing cultures (to eliminate resuscitation difficulties). The cultures may be provided at no charge but customers will be charged the shipping costs and an administration fee if ECACC cannot substantiate the claim.
2. ECACC cannot accept liability for quality problems reported more than 30 days following the date of shipment.

Many problems if tackled early can be solved, so if in doubt call the ECACC Help Line.