Support Center
Inquiries and Orders
Customers in the USA and Canada
Order through our online e-commerce system or contact Cosmo Bio USA by phone, fax or e-mail:
Customers from Outside the US
Order through a local distributor: find your local distributor
Please note: Cosmo Bio USA only accepts payment in US Dollars and ordering through our online e-commerce system is available only to customers in the USA and Canada. Customers in all other countries please contact your local distributor to place orders. If you need assistance identifying your distributor, please contact us at orders@cosmobiousa.com.
Ordering With a Permit
Items that contain certain ingredients from certain animals (including cows and chickens/eggs) need to have a permit to import into the United States. In some instances, the customer is required to obtain an end-user permit (VS 16-3 Import Permit Application). In this case, the customer will need to apply for and receive an import permit directly from the US government regulatory agency APHIS (Animal and Plant Health Inspection Service). The application is completed through an online portal and may require registration with login.gov. The permit is valid for one year. The cost changes annually, and renewal is typically 50% the cost of the new permit.
Payment Method and Terms
Ordering Online (Credit Card Only)
Please note: online ordering is currently only available to customers in the USA and Canada.
Forms of payment: Mastercard, Visa, and American Express.
Ordering by Phone, Fax, or Email
Payment options: Purchase Order, Credit Card, or Bank Wire Transfer
Shipping
Shipping Lead Time
Orders received for in-stock items before 12:00pm PST will be shipped the same day whenever possible. Some items are not kept in stock in our US office and must be ordered from the supplier. Please allow ~2-3 weeks delivery for items that must be acquired from abroad.
Service Options
The shipping service selected depends on the items' required shipping conditions. If your order is urgent, we will do our best to accommodate your needs. Orders may be split up, and items may be shipped at different speeds, depending on the nature of the order. We will use our discretion in regards to splitting order with the goal of increasing efficacy and reducing shipping costs. If you would like to use your FedEx or UPS account, please inform us when you are placing your order.
Cold Items
Items that must be kept cold (4 degrees, -20 degrees, or -70 degrees) will ship on gel pack or dry ice using FedEx Express service. The cost is typically $80-$150.
Handling Fees
Dry Ice Handling Fee: Dry ice shipments are subject to a $35-$50 handling fee.
If you elect to use your own courier, your shipment may be subject to a handling fee to cover shipping materials (cold packs, insulation, etc). June 2025: Please note that due to rising material costs, handling fees will be increased by $10 on all orders.
Room Temperature Items
Items that are stable at room temperature may be shipped using FedEx Ground service or FedEx 2nd Day service, at the discretion of the shipper. Ground service starts at $15, and 2nd Day service starts at $20.
Direct Shipments from Japan
Some items require shipment directly from Japan. Please be advised that Cosmo Bio USA will now be using a shipping service, Priority Alert +, for all dry ice and gel pack direct shipments from Japan. This proactive service allows for close monitoring of your temperature-sensitive shipment, and it provides speedy communication regarding delays and requests as well as automatic dry ice/gel pack replenishment in the event of a customs delay. The service is an additional $30 fee per box. You are welcome to opt out of this service. If you decide to opt out of this service, Cosmo Bio USA cannot be held liable for shipments damaged due to temperature fluctuations in transit. Additionally, we may be unable to fulfill your request to opt out, due to the time difference between the US and Japan, and the service and fee will still be applied.
Cancellations, Returns & Replacements
Other Information
Lead time
Some items are not kept in stock in the US office and must be ordered from the manufacturer; thus, allow 2-3 weeks for delivery. In some cases, it may take longer to receive your item. We will try our best to contact you in the event that your item will take longer than 2-3 weeks. If you would like a more accurate lead time on your item, or if you would like to inform us of a required time table, please contact us. Orders that are delayed beyond our control (due to manufacturing time, import approval, or other) cannot be cancelled.
International Orders
Prepayment is required for all customers outside USA. The ordering party is responsible for all taxes and fees applicable to importing the ordered items into the ship too country. International orders may be subject to order minimums.
International Orders
Import permits are not generally required to obtain CBU products (exceptions listed below). CBU will handle the import of all items.
Exception: Items beginning in "KOU-" and "FSP-" must be shipped directly to the customer. Due to their components, these items require a customer-specific import permit. Please see information below.
Still Have Questions?
Our support team is here to help! Reach out and we'll get back to you within one business day.
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