Frequently Asked Questions


Q: I am not sure which department to call for technical assistance.

A: Call the Stago Support Hotline, 1-888-291-0098 for instrument, software and questions about STA reagents.

Q: Who should I contact to obtain a copy of my Invoice?

A: Contact the Customer Care group at 1-888-283-0175 for a faxed copy, or email us at and we will send you another email copy, or Contact the Finance department at Opens window for sending

Q: What are the Customer Care business hours?

A: The Customer Care group is available Monday through Friday, from 08:30 AM EST until 05:00 PM EST.

Q: Is it possible to reach the Customer Care group after normal business hours?

A: You may leave us a voice mail message by calling 1-888-283-0175, select option 3, then 1, and 3, and listen for the prompt, or you may email us at Opens window for sending 

Q: When I call Customer Care at 1-888-283-0175  and after selecting option 3, I’m asked “….if you are a Contract Customer please press 2, to place an order or to track the status of an order please select 3.  How can I know which option to select?

A: Contract customers are customers who have Contracts in place for Cost Per Reportables, Reagent Rental Fixed, or Reagent Rental Line by Line.

Q: How do I go about obtaining a price quote?

A: You need to contact your assigned Account Manager. If you do not know your Account Manager’s name or telephone number, contact Customer Care at 1-888-283-0175.

Q: How do I go about returning an item?

A: You must first contact Customer Care at 1-888-283-0175 to receive a Return Authorization number. Returned items must have an authorized Return.

Q: How can I obtain a proof of delivery for my order?

A: Contact the Customer Care group at 1-888-283-0175. A Customer Care Specialist will provide you with the delivery date and name of the company delivering your order.

Q: How can I find out when my next shipment is scheduled to ship out on my Standing Order?

A: Contact your assigned Customer Care Specialist at 1-888-283-0175 for an electronic copy of your Standing Order and shipping schedule, or email us at Opens window for sending

Q: How can I find out how much product remains in my sequester inventory?
A: Contact your assigned Customer Care Specialist at 1-888-283-0175 or email us at Opens window for sending and we will send you an electronic copy of what is left in your sequester.

Q: Where can I find Stago Canada Ltd's full Terms and Conditions of Sale?
A: You can access them by clicking on the following hyperlink: Full terms and conditions of sale.