Contact Information

  • 24123 Boerne Stage Rd. Ste 205
    San Antonio, TX 78255
  • Toll Free: 800.869.5992
  • Local: 210.960.4881
  • Fax: 210.802.4684
  • Web: vidandiagnostics.com

Technical Support

Vidan Diagnostics’ Technical Service staff is trained to handle your product questions as well as general clinical laboratory and point of care questions:

  • Phone: 800.869.5992 ext. 102
    During regular business hours
  • Fax: 210.802.4684
    Inquiries are usually answered within 24 hours
  • Email: technicalsupport@vidandiagnostics.com
    Inquiries are usually answered within 24 hours
  • Website: vidandiagnostics.com

Support

Price Changes

Current prices of Vidan Diagnostics products are subject to change without notification from Vidan Diagnostics.  Orders will be billed at the price in effect at the time of order placement.

Order-To-Ship Process

Customer Order Communication:

Fax: Fax orders are accepted at 210.802.4684   A confirmation will not be faxed unless requested.

Email: Email orders are accepted at orders@vidandiagnostics.com.

Vidan Diagnostics is committed to ensuring that we communicate the status of your orders with you in a timely fashion.  To that extent, Vidan Diagnostics Customer Service will send an email communication to you at the following intervals:

  • Order Confirmation:  It is at this point the standard lead times (listed below) are applied to your order.
  • Customer Approval:  All information listed on the order confirmation must be approved by the customer to be true and accurate.  Without written approval, your order will not be scheduled with the production department.
  • Processing Time:  After we receive written approval and your order is scheduled with the production department, you will be provided with an estimated completion date for your order.
  • Order Completion:  It is at this time your order is ready to ship.  You will have the opportunity to provide or revise any shipping instructions, requests for C of A’s, copies of invoices, etc.
  • Order Shipment:  Tracking number and/or any specific information needed will be provided.
  • Revised or Cancelled Orders:  Orders that are revised or cancelled after thy have been processed will be charged a restocking fee of 5% of the total value of the order.

Standard Shipping Lead Time and Minimum Order Quantity:

Finished Kits:

  • Items readily available in stock are immediately shipped according to the customer’s shipping specifications.
  • A 12-week lead time will be added to items in stock that do not meet the customer’s dating specifications.  This lead time allows for the additional production process planning and scheduling needed to meet the customer’s dating specifications.

Product Dating:

  • Product dating varies from product to product.

Standing Orders:

  • In order to simplify the order of routine products, standing orders are encouraged.  Please contact us at 800.869.5992 ext. 101 for more information.

Return Policy

Vidan Diagnostics fully stands behind all of its product brands.  We guarantee that all unexpired products will perform according to their stated parameters.

It is recommended that all orders are inspected at the time of delivery.  Vidan Diagnostics cannot be responsible for products that are held beyond the expiration date or are not stored according to instructions.  In the rare case that one of our products is not performing to stated specifications, we will gladly replace the product at no charge.

Any product received due to an error on the part of Vidan Diagnostics may be returned for an immediate replacement for full credit.  We cannot accept returns on products that have past their expiration dates or have six months or less remaining on the listed expiration date.

All returns require a “Return Merchandise Authorization” (RMA).  If you would like to request an RMA number, please fill out the form located under Return Policy on our website at www.vidandiagnostics.com.  You may also contact one of our technical support representatives at 800.869.5992 ext. 102.

Upon receipt of your RMA request, applicable instructions will be proved to make sure you understand the process, timelines and any responsibilities that may be required of you. An RMA number will be issued to you once management approval is received.

Terms and Conditions

Shipping Information

Domestic Orders: Orders are shipped ExWorks (EXW) San Antonio, Texas. A variety of freight carriers are used in order to provide the quickest and most economical mode of transportation. Vidan Diagnostics will utilize a particular carrier only when specified by the customer. Refrigerated products are shipped via two (2) day delivery service Monday through Wednesday or, if requested by the customer, via overnight service on Thursdays. Frozen products are shipped via an overnight service Monday through Thursday. Additional charges apply to shipments containing hazardous material.
International Orders: Terms of sale are ExWorks San Antonio, Texas.

Distributors
Vidan Diagnostics products are sold through a carefully selected group of medical supply dealers. Contact our Sales Department for the name of the authorized Vidan distributor in your area.

Price and Product Change
All product specifications and packaging sizes are subject to change without notice. Vidan Diagnostics reserves the right to amend prices or to discontinue products and sizes without prior notification.

Payment Terms
Payment terms are In Advance, credit card, or Net 30 Days with approved credit. Payment can be made via wire transfer, company check, bank draft, money order, letter of credit (irrevocable and confirmed) or by VISA, MASTERCARD, or AMERICAN EXPRESS credit cards. Open account requires that full payment be made before or at account term. Unpaid balances will incur late charges of one and one-half percent (1 1/2 %) per month until paid. Delinquent accounts will be placed on credit hold until full payment is received. When applicable, freight, handling and insurance charges are prepaid and added to customer invoice.
Send remittance to:
24123 Boerne Stage Rd. Suite 205, San Antonio, TX 78255

Licensing
Our products are targeted to a wide range of audiences and could contain product details or information otherwise not accessible or valid in your country. Vidan Diagnostics Laboratory does not take any responsibility for accessing such information which may not comply with any legal process, regulation, registration, or usage in the country of your origin.

Toxicity And Hazards

Safety Data Sheets (SDS) are available for all Vidan Diagnostics products.  Please visit the Documentation pate on our website, www.vidandiagnostics.com.  Or contact the Technical Support Department at 800.869.5992 ext. 102.