Frequently Asqued Questions

Please check out our FAQs below. If you don’t see an answer to your question, feel free to contact us.

Ordering and Payment

What are the terms and conditions?

You can see the terms and conditions here:

How can I order?

You can order easily using our online platform. When you find a product you need, you can add it to cart, login and go through the ordering process. After the order is ready, you will receive order summary to your email. Order summary will also be stored to your account.

But you also can place your orders by the following means:

  • By phone. +34 965 11 65 21 in winter hours from Monday to Thursday from 08:30 to 14:30, and from 16:00 to 17:30. And on Fridays from 08:30 to 14:30. And in Summer Schedule from Monday to Friday from 08:30 to 14:30 h.
  • On-line via e-mail to or to any of the direct mails of our Customer Service team.
What information should I input when ordering?

Our online ordering system will ask for all the important information you should submit. If you have a VAT number, please remember to submit it. This will make sure the shipment is not delayed because of the lack of VAT number; and especially a phone number and a contact to make easier your location by the transportist

What payment methods can I use?

We accept payments via credit cards or by Bank transfers.

Can I pay with invoice?

We regret to indicate that payment by invoice is not accepted at the moment.

Can I use pro-forma invoice?

For online purchase the use of proforma invoice is not possible. For this payment metod please, contact with our Customer service

Is VAT charged?

As we are a professional (B2B) distributor, VAT is not charged in the countries of the European Union. However, you must take into account that you must declare the taxes corresponding to your destination country and according to your activity.
For other countries, please contact our curstomer service

Why is my payment being declined Online? What should I do if the payment is not accepted?

If you’ve had a debit or check card payment declined and you have enough money in your account to cover the payment, there are four conditions that can prevent your payment from going through:

  • The payment amount exceeds your daily spending limit.
  • The payment is larger than the maximum transaction allowed for your account.
  • Your debit card has been locked by your issuing institution. This often happens when you enter an incorrect PIN at an ATM more than a few times.
  • The charge is larger than what you usually would put on your card.

The solution to any of the above problems is to contact your payment card’s issuing institution and ask them to adjust your daily spending limit, maximum transaction size or to unlock your card. Most payment card issuers can make these changes and have them take effect immediately allowing you to complete your payment.

If your issuing institution will not lower your maximum transaction or daily spending limit, consider making a series of smaller payments that are under your limit including the VPS convenience fee.

Can I cancel my order?

If you want to cancel your order, please do so as soon as possible. If we have already processed your order, you need to contact us and return the product.

Can I return a product?

If you want to return a product, please contact

What is your returns policy?

No return will be accepted except for erroneous shipping by Akralab, breakage or loss of merchandise, or for malfunction or poor condition of the item, whether it is this reagent, consumable or instrument.

  • Due to transport breakage: Returns will be accepted for breakage within 24 hours of receipt, if indicated on the delivery note, outside this period the company Akralab is not responsible.
  • Other Returns: If the merchandise is expendable, reagent or quick kit and they are not in good condition or not working properly, there is a period of 14 days to notify Akralab and proceed with its return.

If the merchandise is an instrument and it does not function correctly, just delivered and installed, Akralab will initially evaluate whether the replacement of parts or warranty arrangement is appropriate. In no case shall return and / or replacement by another instrument be considered mandatory.


What are the delivery charges?

Transportation costs depend on the country of destination of the merchandise. These charges will be specified and will be visible in the shopping cart, prior to order confirmation.

What are the shipping times?

The delivery time of the goods available in our warehouse will be 2 or 3 work days for the preparation of the order, from the moment we confirm receipt of payment, plus the transport time, between 3 or 4 work days depending on destination.

Check the deadlines for goods not available in stock.

How can I track my order?

We will send you the tracking code of the shipment when the parcel has been sent.

How can I Change the shipping adress?

Sign in to your account and go to “my account”. On “my account” you can change all your contact information. Though you can make changes as long as your order has not yet been processed.

If your order has already been shipped, modifying the delivery adress may incur extra costs that must be borne by you. In that case, please contact us by email at and we will tell you what those expenses are before making the change.


Do you have the products in stock?

Usually all the products which are shown on our site are available. Order lead time depends on the products and quantities.

In the case that we haven’t stock, we contact you as soon as possible to indicate the estimated delivery time, and you decide ir it’s of your interest or if you want to modify or to cancel your order.

How to contact customer service?

For any question regarding our online store (ordering, account questions, technical questions), please contact with our Customer service by email to

How do create an account?

Create an account is so easy. Go to this page and click “create a new account”, then just fill in all the needed information and click “create”.  After submitting the form, your account will be confirmed and you will be notified.

How do I change my personal details or email address?

Log in in your account and click on Account details. There you can modify all your personal details.

How can I retrieve my password?

You can retrieve your password by clicking “forgot password”. Instruction on password retrieval will be send to your email.

Technical Information

¿Are all JetBiofil products DNase, RNase, and pyrogen free?

Almost 100% of our products for Cell Biology and Molecular Biology, plus centrifuge tubes fulfil this requirement. Whereas most filtration product and general plastic ware do not. Please ask should the indications in the general description is not clear enough.

Sterilized and Bulk Package

JetBiofil products quoted as “sterilized” have gone through a process of gamma irradiation once finished its production. Many items not individually packed, but in packs of 25, 40 or 100 units bags are released with a “factory sterilization”, or ISO sterilization, due to their manufacturing inside a ISO 100.000 Clean Room environment under ISO 9001(TUV) and ISO 13485 (TUV) regulations. So although “sterile” cannot be declared for the latter products, still can be quoted as aseptic products.

Flat Cap, Plug Seal Cap and Sure Seal. Differences

Centrifuge tubes caps have more stringent requirement as we move from flat, plug seal to Sure Seal. Whereas Flat Cap have no o-ring inside and length of the cap is only 11mm both Plug Seal and Sure Seal do feature o-ring, and lengths respectively 13.5 and 15mm.

Main differences between Polypropylen and Polyestyrene

The two main polymers used in laboratories are PP (Polypropylene) and PS (Polystyrene)
All main products for cell culture are made in polystyrene. This material gives maximum transparency, but this material is frail and it is not autoclavable. Also, it does not resist centrifugation (only up to 3000g) and it does not withstand many chemicals.

All main tubes, holders and vials, multiwell plates and racks are made in Polypropylene. This material is highly resistant to centrifugation and chemicals, is autoclavable. Its colour tends to a milky style, and makes difficult to see through.

Pipette Tips: Why JetBiofil landing Europe only shows ZeroTip™ filtered items?

The range of tips offered by JetBiofil factory is huge, but the main growing market is Bio business, and the best seller product within this marketplace are low retention aerosol filter tips. The high quality and value for money of ZeroTip™ range encourage us to import only racked sterile ZeroTip™ for liquid handling. Its price is as expensive as a regular filtered tip from any other manufacturer.

Which membrane is the best to filter which matrix?

If the matrix contains proteins in a big extent then PVDF and PES are the choice. They both feature low protein-binding, specially PVDF. PES has got faster flow rates so it is the option for pre-filtration and filtration of buffers and culture media.

For aqueous solutions and general media, and for HPLC sample preparation MCE (Mixed Cellulose Ester) is the solution. Not compatible with ethanol and alkalis.

Nylon allows filtering a wide range of organic solvents and aqueous ones.

PTFE withstands strong chemicals, stands a wide pH range. Ideal for gas, organic or inorganic samples in aggressive matrix.

¿Don´t find what you are looking for? ¡Contact us!