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Orders and Returns

How to Place an Order

By Phone: Orders may be placed by calling toll free 800.227.2155 or 520.887.2155
Hours of Operation: Monday through Friday 6:00 am to 5:00 pm (MST)
All orders placed before 3:00 pm MST will be shipped the same day.
By Email: tucson.orders@ventana.roche.com
By Fax: 520.229.6855, 24 hours a day. Attention: Sales Order Administration
Orders: F.O.B. Tucson, customer is responsible for the product once it leaves the Ventana shipping department.
Freight is pre-paid and added to the Customer invoice. Ventana's payment terms are Net 30 days.
Please Include:
  1. Customer number/account number
  2. Purchase order number
  3. Ship to/bill to addresses
  4. Fax and phone numbers
  5. Catalog/product number
  6. Quantity needed
  7. Requested delivery date and time
  8. Quote # (if applicable)
Pricing and Invoicing: Please contact Customer Care regarding any pricing and invoicing questions. Order history and billing information is only available for 90 days.
Customers who do not have current valid state sales tax and use tax exemption certificates on file with Ventana will charge the statutory sales and use tax rate on all orders.
Delivery Errors:
  1. Contact Customer Care immediately.
  2. Do not throw away any of the product.
  3. Credit will be issued for any product delivery errors caused by Ventana Medical Systems, Inc., or if you receive any product in error.
  4. Product damaged in transit will be researched and may be replaced by Ventana.
  5. If further action is required, a Customer Care Executive will contact you.

Ventana Return Policy

How to Reach Us: Please call Customer Care toll-free at 800.227.2155 or directly at 520.887.2155, and follow the prompts.
Return Policy:
  1. Do not throw away any product.
  2. When returning kits, you must include the entire kit to receive a credit.
  3. No credit will be issued without an RMA number, that will be given to you by Customer Care.
  4. Product must be received by Ventana within 30 days from the issuance of the RMA number.
No credit will be issued after the 30-day period.
Please Note: PLEASE DO NOT THROW PRODUCT AWAY. When returning kits, you must include the entire kit to receive a credit. No credit will be issued without an RMA number. No credit will be issued for incorrect customer orders such as:
a. Wrong quantity ordered
b. Wrong part number ordered
Pricing and Invoicing: Please contact Customer Care regarding any pricing and invoicing questions. Order history and billing information is only available for 90 days.