ATCC Customer Service — Expert Guide for Researchers and Procurement Teams

Overview and key contacts

Founded in 1925, the American Type Culture Collection (ATCC) is the international biological materials repository and standards organization that maintains one of the largest catalogs of authenticated biological resources. As of 2024 ATCC publishes a catalog with tens of thousands of entries (microorganisms, cell lines, viruses, and biological reagents) and serves academic, government, and industrial labs worldwide. For the majority of orders and technical questions the centralized resource is the fastest route to validated product data and lot-specific documentation.

Primary customer channels: US toll-free phone +1-800-638-6597, international/in-office +1-703-365-2700, general email [email protected], and the official portal at https://www.atcc.org where account management, order tracking, and downloadable Certificates of Analysis (CoA) are available. ATCC headquarters and biological repository are located at 10801 University Boulevard, Manassas, VA 20110, USA — physical visits require prior appointment because of biosafety and security screening.

Ordering, accounts and pricing

Orders can be placed online via the ATCC website, by phone, or by purchase order (PO) for institutional accounts. Typical payment methods include institutional credit card, PO (net 30 for approved institutions), or wire transfer for international customers. Institutional account setup usually takes 2–5 business days and requires an authorized account contact, billing address, and institutional tax or DUNS number when applicable.

Price ranges (indicative as of 2024): cryopreserved human or mammalian cell vials commonly range between $150 and $500 per vial depending on rarity and associated licensing; common bacterial strains often cost $50–$200; specialized viral stocks or GMP-grade materials are priced higher and require negotiated quotes. Shipping fees generally run $25–$150 domestic depending on dry ice/overnight options; international shipments incur customs and handling fees and are routed by FedEx/UPS with temperature-controlled packaging options.

Documentation, MTAs and licensing

Every ATCC material listing includes a product page with a datasheet, recommended growth/culture conditions, and a downloadable Certificate of Analysis (CoA) tied to lot number. For biological materials that are redistributed or used for commercial development, ATCC frequently requires a Material Transfer Agreement (MTA). The standard MTA review and signature process typically takes 3–14 business days depending on institutional legal review; negotiated license fees or use restrictions (e.g., for patented cell lines or commercially restricted strains) can extend this timeframe.

Customers requesting bulk transfers, derivative material rights, or commercial licensing should contact ATCC’s licensing group via the website to obtain a formal quote. For regulated agents (select agents, certain pathogens) additional permits, institutional biosafety approvals, and export controls will be validated prior to release.

Shipping, cold chain and receiving procedures

ATCC ships live or cryopreserved materials in temperature-controlled formats: dry ice for frozen cell vials, cold packs for non-frozen bacteria, or liquid nitrogen vapor for highly temperature-sensitive shipments. Lead time for preparing a shipment is commonly 1–3 business days after payment and approval; expedited same-day processing may be available for an additional fee. International shipments require correct customs declarations and authorizations and can add 2–7 days to delivery time depending on destination country controls.

On receipt, laboratories should inspect exterior packaging immediately and note any visible damage. Because live biologicals are perishable and non-returnable in most cases, claims for compromised shipments must be reported within 24 hours and supported by photos and the carrier’s paperwork. ATCC provides replacement or credit for shipments documented as damaged in transit according to the terms printed on the invoice and CoA.

Critical contact and support list

• General information & orders: +1-800-638-6597 (US toll-free); +1-703-365-2700 (international)
• Email contacts: [email protected] for customer support; [email protected] for order-specific inquiries (check ATCC website for updates)
• Website & product portal: https://www.atcc.org — use your account dashboard to download CoAs, SDS, and lot history
• Headquarters & repository: ATCC, 10801 University Boulevard, Manassas, VA 20110, USA (visits by appointment)

Technical support: culture conditions and troubleshooting

ATCC’s technical teams provide product-specific guidance such as recommended media formulations, seeding densities, incubation conditions (for example, most human cell lines: 37°C, 5% CO2; bacterial strains: species-dependent, commonly 30–37°C). Each product page lists recommended media, recommended thaw and recovery protocols, and typical viability metrics at shipment (e.g., percent viability or colony-forming units for microbiological products).

Common technical support issues handled by ATCC specialists include thawing failures, contamination (bacterial, fungal, mycoplasma), and unexpected growth rates. For authentication and contamination assessment ATCC offers services such as STR profiling for human cell lines and mycoplasma testing; turnaround and pricing for these services are quoted per-sample and typically completed in 3–10 business days depending on the test panel.

Service turnaround, returns and institutional policies

Service turnaround times (estimates): STR profiling 3–7 business days; mycoplasma PCR assays 3–5 business days; custom cell banking or expansion services vary and are provided via written quote (commonly 2–6 weeks). Refunds and returns are limited: live biological materials are generally non-returnable; damaged or lost shipments that are the carrier’s responsibility may qualify for replacement if reported promptly with documentation.

For recurring orders or large programs (e.g., supply agreements to biopharma), ATCC assigns account managers who negotiate standing orders, pricing structures, and service-level expectations. Institutional procurement teams should include ATCC account references, internal PO numbers, and GxP requirements on order forms to streamline fulfillment and audit readiness.

Practical tips for purchasers

Plan ahead: allow minimum 3–7 business days for rare or licensed materials and account for international customs. Maintain institutional approvals and biosafety documentation on file to avoid holds. Use the ATCC online portal to store COAs and SDS for audit trails.

When in doubt, contact technical support with the exact ATCC product number (e.g., ATCC® CCL-2™), lot number, intended use (research vs. commercial), and institutional details — these four pieces of information accelerate service, MTA routing, and troubleshooting resolution.