FAQ

Does free software mean using the GPL?
Not at all = here are many other free software licenses. We have an incomplete list. Any license that provides the user certain specific freedoms is a free software license.
I don’t understand my lab, and my instructor isn’t available to help. Can someone at eScience Labs help me?
Yes. Although we will never supply answers, or work the labs for you, we have made ourselves available to help with lab issues you may run into. This can be anything that is in the eScience Labs’ manual or kit. We will not be able to answer questions from your course that do not relate to the lab component we have provided (like your lecture notes or tests and quizzes provided by your instructor).
What do I do if an item broke during shipping or doesn’t seem to be in my kit?
Any broken item that you notice once you receive your kit will be replaced at no cost to you. We package our kits safely and carefully, but shipping accidents do happen. If an item seems to be missing (and is on your packing list), contact our Customer Service team, and we’ll have the replacement item shipped out immediately.
There are a lot of chemicals in my kit, do any of them need to be stored properly?
All chemicals should be stored at room temperature and out of direct sunlight. Also, if you have pets or children, please keep the chemicals (and other lab materials) away from their reach.
How to I store my dissections (fetal pig, sheep heart, cow eye, sheep brain, etc.)?
We recommend you keep your dissections in a cool and dark place (away from direct sunlight). This can be a closet, cabinet or anywhere else that does not get warmer than room temperature. Also keep them out of reach of children and pets. They DO NOT need to be refrigerated!
What about disposing of the dissections?
The dissections are the only item in the kit that cannot be disposed of in your trashcan or sink. For safety reasons, you will need to contact your nearest waste management site and follow their instructions.
I don’t need my kit anymore. Can I return it?
Any unused kit ordered directly from the eScience Lab’s website is eligible for return and refund* within 30 days from when your order ships. Students must call and obtain a Return Authorization Merchandise form** to be filled out and included in the kit being returned. *Be advised, there is a 10% restocking fee applied to the refund of your kit cost, and eScience Labs is not responsible for return shipping. **Any kit returned without a Return Merchandise Authorization form will be subject to a 15% restocking fee.
I purchased my kit through my school’s bookstore. What do I do for my return?
You will need to contact your bookstore and abide by their return policy. If they will refund your account/money, then you will need to contact eScience Labs and obtain a Return Authorization Form and have the kit shipped back to our warehouse. Once we receive and process the return (can take up to 2 weeks), we will notify the bookstore so they can work on the refund.
What if it has been over 30 days, or my bookstore will not take the return?
Unfortunately we will not be able to help with any sort of refund. What we suggest doing is donating the kit contents to a local school that could use the extra materials. Or, if you would like, feel free to work on the labs at your own pace! *Any kit that is returned without authorization from eScience Labs or your bookstore will not be eligible for a refund! Please make sure you arrange for the return before doing so, or you will have to pay to have the kit shipped back out to you.
I don’t know what to do (order/lab/return/etc.), and can’t find my answer here! HELP!
If you’re having trouble with anything, please send us an email (help@esciencelabs.com) or give us a call (888-375-5487). We have live customer support 8 am to 5 pm Mountain Standard Time (10 to 7 ET) Monday-Friday, and answer all emails within 12 hours on weekends.
I’ve got my kit, but how do I know how to start my labs?
Your lab manual (see above) is going to guide you through each lab. Each lab starts with an introduction to reengage key topics covered by your instructor, tells you which materials you’ll need, asks for pre-lab questions, works you through the labs step-by-step, and gives you post-lab questions and exercises to complete.
I’m working on my lab but the CD and Student Portal manuals won’t let me fill in my answers. How do I complete my assignments to turn in to my instructor?
For most schools we work with, teachers will be using a Learning Management system or course website (Blackboard, Sakai, Moodle, Desire 2 Learn, Canvas, etc.). Your instructor will have each lab available in interactive form, so that you can complete your lab work and submit it to them. If you are not on an LMS, or do not have a course website, please contact your instructor to see how he/she will require you to submit your lab work.
I just received a Redemption Card/Code from my bookstore. Is my kit on its way to me?
No. Once you purchase your Redemption Code from the bookstore, there is still one more step. You will need to take that code to our homepage and enter it at the “Have A Code?” area in the top right corner (www.esciencelabs.com). The site will recognize your code and ask for your shipping information. Once that has been completed, your order will begin processing for shipment from our warehouse directly to your home.
How long will it take for me to receive my kit once ordered?
Standard processing and shipping times take anywhere from 5-10 business days. This allows for a maximum of 5 business days for processing (most are processed in 1-2 business days), and an additional 3-5 business days shipping with UPS ground. Shipping times depend on where you live in relation to Sheridan, CO, where our offices and warehouse are located.
Will I be able to track the progress of my order and/or shipment?
Yes. On your account on the eScience Labs website, you will be able to see when a kit has shipped, as well as obtain your tracking information. You will also be emailed with tracking information from UPS when the kit leaves our warehouse, so keep an eye out for the email to come from them, not eScience Labs (also keep an eye on your SPAM folder!).
I am late ordering my lab kit and my course has already started! Can I expedite my order?
Yes. We offer options for both 2-day and overnight shipments that will be an additional charge to your order during checkout. If you have already purchased your kit and have finished checking out, please call our Customer Service line and we can apply expedited shipping to your original order (this will only be available if the shipping label for your order has not yet been created).
Can you ship my kit to me if I live in another country? Will shipping charges be the same?
Yes, we do ship internationally. The shipping prices will vary depending on where you live, so you will need to call (888-ESL-KITS) to receive a shipping quote.
I am overseas at an APO/FPO address. Can I still get my kit, and do normal shipping standards and prices apply?
We do ship to APO and FPO addresses, but the shipping time and costs do differ from our standard terms. Like other international orders, shipping costs will vary depending on where you are stationed. Kits to APO addresses are shipped via USPS Priority mail and should arrive between 5-10 business days. We do offer to ship USPS Priority Express mail for an additional cost, which takes 3-5 Business days to arrive. *Please note, it can take up to 4-5 weeks for some APO/FPO kits to be delivered to you. We cannot track your kit once it is processed at the APO/DPO/FPO and therefore recommend you be proactive and inquire about the kit once you believe it has been received (around 5 business days after it leaves our warehouse). We also recommend to ship to an off base address, if possible, as we can track these shipments better through UPS. The delay in time getting you the kits is not a shipping error with UPS, but rather a snag in the sorting process on some bases.
Which company is shipping my kit?
For most orders, UPS is our preferred shipper. The only exceptions to this will be students with PO Box addresses, students located in foreign countries and students at APO and FPO addresses. For these orders, we use USPS.
Where do I find the lab manual to start working on my labs?
For most schools, the lab manual is provided in digital format on the CD included in your kit. The manuals can also be located in your Student Portal (for programs using it). All manuals are offered in PDF format, so you will need to download a common program if you do not have one installed already (Adobe, Nitro or Primo). For schools that do not have a CD (and as a secondary option for those with CDs), you will need to access your Student Portal account (www.esciencelabs.com/portal/) once it has been set up.
I have opened my CD, but can’t find my lab manual. Where is it?
In order to unlock your digital lab manual, the safety video must be watched first. Once you have completed the video, close the CD file and reopen, then choose the PDF file that should have appeared (not the video!). If you are still unable to see the video, contact our Customer Service representatives for a replacement PDF file, or download the full manual from your Student Portal account (www.esciencelabs.com/portal/)
What is eScience Labs' Accessibility Statement?
eScience Labs Supports Life-long Learning Opportunities. Education is a journey we all deserve to embark upon. This belief invigorates the eScience Labs team to create a positive, accessible learning experience for all of our constituents. From fundamental learning objectives, to the inventory we distribute, we advocate for equal opportunities to explore, engage, and enrich student lives through education. We hope that by consuming our content, students will be able to achieve higher levels of both personal and professional success. In order to do this, we have been mindful of the need to proactively accommodate, and continue to offer unique solutions for each and every student. Accessibility is one of eScience Labs’ strategies for accomplishment. Supporting this strategy is a set of tactical implementations which promote technical access for diverse needs. This involves the following: • Closed captioning or media scripts • Color by number scales • Alt tags containing descriptive text for images • Screen reader compatibility with popular programs such as JAWS • Augmented procedures for hands-on experiences. These features are offered for many of our media and text resources. Assuming that a student has purchased a lab kit or will be enrolled in a future course requiring a lab kit, eScience Labs is happy to provide additional support and services to meet unique needs. This may include a more global implementation of the above described policies, or new tactics. This may also occur on both an individual student level, or as an effort between an instructor, instructional designer, Dean, etc. and eScience Labs. Students or Instructors who have verified accommodation needs that are not currently being addressed are encouraged to contact their eScience Labs representative directly or email us at: info@esciencelabs.com.