Frequently Asked Questions

Q:  How do I set up an account?

An account may be established by selecting “Account” and supplying the standard information as requested by the account creation step-by-step, process.  Symbols should not be included in the Log In Name.  Passwords must be at least eight characters long and a combination of numbers and letters. Currently shipments only occur to addresses within the United States. 

Q:  What if my account is tax tempt?

Tax exempt entities in the states of CA, MO, NY, OH, PA and TX, should contact Synbiotics prior to placing their first order for assistance in documenting the tax exempt status.  A form documenting the tax exempt status should be faxed to accounting at 816-464-3521.  It is helpful to note the tax exempt status in the comments section for the order.  For tax exempt entities in the six states listed above, credits will be issued after the transaction.  For shipments to all other states, no tax is charged.

Q:  How do I access my account information?

An existing account can be accessed using the log in and password information established in the account set up process.  From the account, changes in billing and shipping addresses can be made in addition to reviewing the ordering history for the account. 

Q: Who is Synbiotics?

Synbiotics Corporation is a leading developer, manufacturer and marketer of veterinary diagnostics and services for veterinary practices, reference laboratories and animal breeders world-wide.  For more information about Synbiotics please feel free to visit our global website, at www.synbiotics.com.

Q: How do I contact Synbiotics?

Customer Service:

Phone:  +1 800-228-4305; option 3

Fax:      +1 816-464-3521

E-Mail:   Customerservice1@synbiotics.com

Technical Service:

Phone:  +1 800-228-4305; option 5

Fax:      +1 816-464-3521

E-mail:   technicalservice@synbiotics.com

Accounting Questions:

Phone: +1 800-228-4305; option 8

Fax:     +1 816-464-3521

Synbiotics is located at 12200 NW Ambassador Drive, Suite 101, Kansas City, MO 64163.
Representatives are available from 8:00 AM through 5:00 PM Central Time, Monday through Friday.

Q:  How quickly will I receive my order?

The order cutoff is 3:00 p.m. Central Standard time for the product to be guaranteed to ship the same day.  A tracking number is typically available on the day after the product ships.  The standard shipping rates are based on Fed Ex 2^nd day.  For orders under $150, the Fed Ex 2^nd day shipping fee is $15.  For orders of $150 or more, regular Fed Ex 2^nd day shipping is free.  Customers can select an overnight shipping option at checkout for an additional $15 fee.  If requesting a Saturday delivery, customers should consult with Synbiotics as Fed Ex does not deliver to all locations on Saturday and an additional fee may be required.  Shipments are only made to locations within the United States. The basic shipping schedule is shown below. 

There are a limited number of holidays for which the shipping schedule is altered. 
For other shipping details, please contact Synbiotics customer service at 800-228-4305, option 3.

 Q:  What type of test is WITNESS^®?

All of our WITNESS^® products are made using Rapid Immuno Migration RIM^TM technology.  Using this format, samples which are positive for the antigen of interest will cause formation of a test line in addition to the control line which always appears in valid tests.  In addition to accuracy, key benefits of the test are room temperature storage, ease of use, only seconds of hands-on time, and results within minutes.  All materials for the assay itself are included in the kit making it an ideal in-clinic test.  Blood collection and processing equipment are not provided.

Q:  Can I return kits?

There is a no return policy on all orders placed through buyWITNESS.com.  However, if you are having technical difficulties, please contact Synbiotics Technical Service for quick resolution, 800-228-4305, option 5.

Q:  How do I store the WITNESS® tests?

All WITNESS^® kits are to be stored at room temperature.