What information is needed when purchasing products?

The required information includes: organization and contact person, telephone number, delivery address, product part number, product name, product quantity, etc. If you are a distributor, you will also need to provide business qualifications related to medical devices.

How to make an order?

If you are an individual or a medical institution user, you can order through the authorized agents of HEROSTEM (click here to view authorized dealers for each product). If you are a distributor or brand owner who wants to act as a dealer or customize products, please contact our sales department: client@herostem.com.cn.

Bulk shipment and delivery

Under normal circumstances, our medical products do not have special transportation requirements. However, some protein products with bioactivity, such as enzymes and exosomes, require shipping with dry ice or blue ice. The logistic costs incurred are borne by HEROSTEM. 

If you need to temporarily change the delivery address or recipient, please notify our sales department 7 days before the delivery time of the product so that we can arrange the logistic accordingly.

Our designated logistics service provider will attach the corresponding accompanying documents (such as the accompanying delivery note, CoA, etc.) when delivering the goods to you. You must stamp and return the delivery note to HEROSTEM after accepting the goods. This action is considered as your confirmation of the relevant documents attached thereto, and we no longer bear any responsibility or obligation for the safe custody of the products.

Return and exchange policy

Please check our return/exhange policy page.

What does "delayed delivery" order mean?

When the normal stock products have been sold out, a delayed delivery may happend. Under normal circumstances, HEROSTEM will immediately deliver the stock products, and the products that are not in stock will be arranged for timely delivery after the products are produced. For the delivery date of the delayed order, please contact the dealer you ordered from or HEROSTEM after-sales service (support@herostem.com.cn or 021-58593289).

How to cancel a customized product order?

Once the customized product or service has started production, it cannot be canceled.

What are the terms and conditions of HEROSTEM?

Our terms and conditions are included in every contract signed with you. Please contact your sales manager or dealer to obtain the contract terms and conditions.

What is the privacy statement of HEROSTEM?

We follow the regulations on handling customer data. Please see our complete privacy statement. If you have any questions or concerns, please contact us.