QUESTIONING LIFE

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!

This is a new approach – how do we do it?


Our hydrogel encapsulation technology is such an innovative change to storing and transporting cells and tissues that it’s no surprise that customers have questions about how it works and what to do. 

 

All our products come with detailed protocols that you’ll find easy to follow, but we’ve included below the answers to some of the questions we’re asked a lot.

Please get in touch with us if you have any specific questions about your own cells or products.

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Last updated: April 2024

1. General Questions
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2. Product Questions
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3. Payment Questions
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4. Shipping Questions
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5. Contact Questions

1. General Questions

What is your return policy?

We want you to be completely satisfied with your purchase, so we accept returns on all items within 30 days of the purchase date. To start a return, please visit our Returns page and follow the instructions.

How do I track my order?

Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.

Can I cancel or modify my order?

We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.

Do you have a physical store?

Currently, we do not have a physical store. However, we do offer shipping worldwide.

2. Product Questions

How long does it take to do an encapsulation?

Depending on the format between 10-30 minutes

How do we release the cells?

We supply you with a physiological buffer which dissolves the gel in a few minutes

How long does it take to release the cells/tissue?

Usually about 5-10 minutes

Do I need to replace the medium on the cells?

No, once the cells are encapsulated and stored at room temperature they become quiescent and there is no need to change medium, remove waste products

 

Have your products been used in a human?

Alginates have been used in humans on many occasions, although we haven’t done this ourselves

 

Are your products FDA approved?

Our supplier has a confidential DMFs on file with the FDA covering their administration to humans by IV, IP and IM routes.

 

What cells and tissues have you tried your technology with?

The list keeps growing, and includes: PBMC, T-cells, B-cells, monocytes, Adipose-derived Mesenchymal Stem Cells (MSCs), Umbilical Cord-derived MSCs, Limbal Stromal Stem cells, Corneal Stromal Fibroblasts, Corneal stromal tissue constructs, iPSC-derived cortical neurons, Cardiomyocytes, Kidney proximal tubule epithelial cells, iPSC-derived monocyte precursor cells, Dermal keratinocytes, Dermal fibroblasts, HEK-293 cells, HeLa, Jurkats, C2C12 cells, Mouse Primary skin, 3D skin constructs, iPSC-derived hemangioblasts, Cell spheroids (MSCs, C2C12 cells), Colorectal cancer organoids, Urine-derived epithelial cells, and neonatal brain tissue have all been successfully preserved

 

Do you need to remove the gel before using the cells?

Not necessarily, although most of our customers do release the cells by dissolving the gel. The gel is porous so cells can be kept in it under normal culture conditions if this is preferred.

 

Has the whole blood been encapsulated?

Yes it has

 

How long can the cells or tissues be preserved for?

Typically our customers want to store cells for between 3-7 days, since this allows you to reach anywhere in the world; however longer storage up to 21 days is possible depending on cell/tissue type

 

Can I have a sample?

Please call us to discuss your interests and we can arrange a way to send a sample if necessary

 

How can I access your products?

Drop us an email or call/order from the website.

 

How does the technology work?

We preserve cells by encapsulating them in an alginate hydrogel and storing them at hypothermic temperatures (below 37°C). The gel helps to stabilise the cell membrane at the lower temperature, which otherwise would become fragile and rupture.

 

Does it work with T-Cells?

Yes, it works very well with T cells.

 

How much does it cost?

It’s surprisingly affordable for such a great solution! The starting point for our BeadReadyᵀᴹ product is £60 per encapsulation

 

How do you suggest we ship our encapsulated cells?

We suggest shipping at room temperature, however some cell & tissue types require slightly different conditions. Contact customer support for more details

 

What happens to the gel in the hold of a plane?

Nothing, the gels are compatible with aircraft transport.

 

Does the gel melt at high temperatures?

It does not

 

How do you store the encapsulated cells?

This depends on the cell type and the format in which you want to store them; cells in suspension are often stored in beads within transport tubes, Monolayers can be stored in situ within cell culture plasticware.

 

Is the gel toxic?

No. Alginates are non-toxic and safe to use, and are also safe for administration to humans

 

What are the gels made from?

Our gels are made from highly purified alginate hydrogel formulations

 

Why not freeze cells?

Freezing and thawing cells can be very harmful to them; many cells can’t be frozen at all without catastrophic loss of viability and/or functionality

 

Are the cells affected by the storage process?

No, the cells are kept safe at hypothermic temperatures in their cushion of alginate which protects the cell membrane

 

Is any specialist equipment required?

No special equipment is needed other than normal laboratory equipment used in cell culture; our kits include all the reagents you need for encapsulation and dissolution of the gel

 

How scalable is the process?

It’s very scalable, and we have already scaled up to a rate of 3,500 beads per minute with no problems. Please talk to us about your specific needs

 

Does it work on cells in suspension?

Yes, and we usually recommend our CytoStorᵀᴹ format for this purpose

 

Does it work on plated cells?

Very well indeed, and we suggest our WellReadyᵀᴹ product for plated cells or 3D structures

 

Is it compatible with cell tissue culture inserts?

Yes, we have used this with several different types of insert including Alvatex

 

When shipping, will the movement of the container disrupt my cells?

Absolutely not – and this is one of the great advantages of encapsulating your cells within the gel. As well as providing biological protection it also protects against the shear stresses involved in shipping

 

Does the product contain any animal products?

No, the source material is a seaweed and is completely free of animal-derived products

 

Does the product contain DMSO?

No, there is absolutely no need to add any DMSO or other noxious preservatives for storing your cells

 

Will it change the function of my cells after storage?

No, what goes in to the gel is what comes out!

 

What is the shelf life?

The shelf life of the gel components is measured in years, so there is no need to use our products within some limited time span

 

Is the product made under GMP conditions?

Our raw materials are made under GMP conditions

 

What density can I store my cells at?

The only limit on this is due to the size of the cells themselves. For instance, we recommend a maximum concentration of about 30 million cells/ml for MSCs (quite large cells), whereas T cells are fine at 100 million cells/ml or higher

 

Does the cells require a gaseous exchange?

No, once the cells are encapsulated and stored at room temperature they become quiescent and there is no need for gas exchange

 

What medium should I use in storage vessels?

Whatever medium your cells are happiest in, it really doesn’t matter as far as the properties of the gel are concerned

 

Is the product compatible with different cell culture substrates?

Yes, all kinds of cell culture substrates tested so far are compatible with the gel products

 

Do I need to use serum in the media for storage?

No, we offer Serum-free transport medium supplements that allow you to store your cells in the absence of serum for easier transport across national borders

 

3. Payment Questions

What payment methods do you accept?

We accept a variety of payment methods including credit cards (Visa, MasterCard, American Express), PayPal, and Apple Pay.

Do you offer installment payment options?

Yes, we offer installment payment options for certain purchases. Please check our website or contact our customer service for more information.

Is my payment information secure?

Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.

4. Shipping Questions

How long does shipping take?

Shipping time varies depending on your location and the shipping method you choose. Please refer to our shipping policy for more details.

How much does shipping cost?

Shipping cost depends on your location and the shipping method you choose. Please refer to our shipping policy for more details.

Do you ship to P.O. boxes?

Yes, we ship to P.O. boxes. Please make sure to provide your complete and accurate shipping address to avoid any delays in delivery.

5. Contact Questions

How can I contact customer service?

You can reach our customer service team by emailing sales@atelerix.co.uk.

What are your business hours?

Our business hours are Monday through Friday from 9:00am to 5:00pm EST.

How can I provide feedback?

We welcome and value your feedback! You can leave us a message through our contact page on our website, or email us at sales@atelerix.co.uk.

Do you have a physical address?

Yes, we do have a physical address. Our headquarters is located at Atelerix Ltd, The Biosphere, Draymans Way, Newcastle Helix, Newcastle upon Tyne, NE4 5BX, UK.

DID WE TELL YOU ABOUT THE HEDGEHOGS?

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FREQUENTLY ASKED QUESTIONS

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!
Title

This is a new approach – how do we do it?


Our hydrogel encapsulation technology is such an innovative change to storing and transporting cells and tissues that it’s no surprise that customers have questions about how it works and what to do. All our products come with detailed protocols that you’ll find easy to follow, but we’ve included below the answers to some of the questions we’re asked a lot.

Please get in touch with us if you have any specific questions about your own cells or products.

Last updated: April 2024