Browse common questions about our products, ordering and shipping.

And if you have detailed product questions, check out our reference literature.


  • What information does PromoCell need to properly process my order?

    The following information is necessary to correctly process your order: Shipping and billing address, contact person’s name and phone number, catalog number(s), size, and quantity. Please also clearly indicate if you have a customer number, reservation number (ATxxxxxx), or a quotation (ANxxxxx).

  • Do I receive an order confirmation?

    When you order via our online ordering system, you will get an automatic order confirmation email. If you order by email or fax, you will not receive an order confirmation.


  • Where do the primary human cells come from? Are they able to endure such a long trip?

    All cells are shipped from our premises in Germany. The cryopreserved vials are shipped with plenty of dry ice. For some countries, when delivery cannot be guaranteed within 3-4 days, we use vapor shippers. Upon receipt of the cells, store them in liquid nitrogen until they are thawed and seeded. We have shipped many cryopreserved cells to countries all over the world. When they are thawed according to the PromoCell protocol, viabilities are achieved as specified in the CoA (≥70%).

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