Frequently Asked Questions
Submitting Products

The key to getting the most out of your product testing is establishing an open and frequent communication between you and your ChromaDex™ technical support representative, especially during the initial phases of the product submission process.

Q.  How are ChromaDex's testing services organized?
Q.  When should a product be submitted?
Q.  How do I begin the submission process?
Q.  What I can expect after testing?
Q.  How do I know where to send my product to be            tested?      
Q.  How much does it cost and how long does it take to       have a product tested?
Q.  How long does it take for the sales to get back to me       with a cost estimate of my project?
Q.  Are samples required? Are they returned?
Q.  How many samples will I need to send for testing?
Q.  What happens if my product test results aren't what I       expected them to be?

Q.  How are ChromaDex's testing services organized?

A.  ChromaDex's analytical testing division is called ChromaDex™ Analytics. Within ChromaDex™ Analytics there are three main types of work undertaken for clients:
      a) analytical product testing
      b) product isolation
      c) method development (inc. process development &           manufacturing upscaling).
Therefore, ChromaDex™ Analytics is organized into these respective sections that evaluate specific types of products and undertake these specific types of testing. Our staff includes experienced process development engineers, analytical & natural products chemists, along with technical support personnel.  Examining how products are constructed, conducting tests, and evaluating results are just a few of their responsibilities.

Q.  When should a product be submitted?

A.  Ideally, a product should be submitted as early as possible during its development. Often, we can conduct a preliminary evaluation to help identify areas that need change or possibly even rework.  This can be done before raw materials or parts are even purchased.  This often saves a lot of time, headaches, and money for our customers.  TOP

Q.  How do I begin the submission process?

A.  Products are typically submitted to ChromaDex™ by manufacturers, product developers, or by their authorized agents, representatives, licensees or others. ANYONE may submit a product for testing to ChromaDex™, but when submitting a product you should talk to a representitive in order to get instructions on our submission process.  If your product is unusual and you can't fill in the forms properly then call 949-419 -0288 and ask to speak to one of our technical support representatives.

Before sending any sample, please contact one of our sales representatives.  The representative will determine which lab you should send your sample.  You would then fax the sample submission form to one of our sales reps.  New ChromaDex™ clients may want to call our sales staff first, as they will then become the liaison between you and ChromaDex™.  Customer service personnel are responsible for:

• answering all general questions about ChromaDex's products and services,
• directing customers to the correct technical resources and personnel within ChromaDex
• Developing product, testing and engineering plans with clients.
• working with ChromaDex™ management to resolve issues of concern to ChromaDex™ clients.

The most important step in submitting a product to ChromaDex™ for the first time is to send an email or call a sales representative at our Irvine, California headquarters. The email should contain the following to help us establish the scope of the investigation:   TOP

1. Describe the product and its intended use.  You should list all types or product name variations to be covered, and describe the similarities and differences among models or types.
2. List all components and materials used in the product -- including manufacturers' names, catalog, numbers, sizes, ratings, etc. -- and whether they are listed or recognized by ChromaDex™. Include the generic name, manufacturer and type designation on any material and explain how it's used in the product.
3. Include cited reference papers, past research or anecdotal evidence, or photographs of the biomass in situation, if you think they'll help the ChromaDex™ support staff understand what analysis you require from us.
4. Identify any alternative materials you may intend to use in the future in your products.  This will help reduce test work, time and costs later, when the alternates are used in the product.
5. Provide the name of your authorized representative who will receive all ChromaDex™ communications, including the final report and invoices.   TOP

Getting the product evaluation under way.

Once ChromaDex™ has as much information as you can provide, we can identify where and what department the evaluation will be conducted. ChromaDex's customer support staff will:

• plan a test program
• provide an estimate of testing costs
• estimate the amount of time needed to complete the investigation
• provide you with a written quote for your authorization of the project.

At this point, if you have a specific deadline you are trying to meet, please let ChromaDex™ know so it can be considered when establishing a delivery date for completion of the evaluation.  Once you return the signed application forms, provide any necessary preliminary deposit, and ChromaDex™ has received the necessary test samples, our analytical chemists can begin the actual investigation of your product.  TOP

Q.  What you can expect after testing.

A.  Once the product testing is completed, you will hear from your customer support representative.  Your rep will explain all the relevant results to you along with sending you an electronic or hardcopy of your testing report.  Your customer service representative will recommend to you any follow-up services or actions that may be needed as a result of this testing.

If you have any questions about your ChromaDex™ test results or any ChromaDex™ decision, the ChromaDex appeals procedure provides a method to address your concerns to the ChromaDex™ management without jeopardizing your relationship with ChromaDex.  For more details, contact our customer support staff.  TOP

Q.  How do I know where to send my product to be tested?

A.  In most cases, ChromaDex™ tries to have its customers work with the testing facility closest to them. However, some products are only tested at specific locations due to staffing expertise and test equipment availability. When you begin the submission process, you fill out a sample submission form, and a ChromaDex™ customer service representative will make sure your project is handled by the most appropriate location.  TOP

Q.  How much does it cost and how long does it take to have a product tested?

A.  Cost varies depending on the product and complexity of test requirements. Once our customer support staff reviews your product information to determine the scope and time involved in the testing process, they will provide you with a written cost estimate.  We will work with you in determining the time frame it will take to complete your testing or project.   TOP

Q.  How long does it take for the sales to get back to me with a cost estimate of my project?

A.  The more information you provide to the our support staff describing your product, its intended use, and the testing you require, the easier it will be for the representative to respond to your request.  Send as much information as possible on the first submission of your product.  This will keep the representative from continually having to request additional information in order to determine the quote for your product.   TOP

Q.  Are samples required? Are they returned?

A.  Samples for testing are always required.  The number required is determined by the anticipated test program. Destructive tests are usually involved in our thorough test programs so, in many cases, the samples may not be usable as returned.  All unused samples are generally not returned unless otherwise indicated by the customer. TOP

Q.  How many samples will I need to send for testing?

A.  The number of samples required varies depending on the type of product.  Your project handler will notify you with the number of samples needed.     TOP

Q.  What happens if my product test results aren't what I expected them to be.

A.  If the results from your product testing does not meet your expectations, then your technical support agent will analyze the results with you and determine where the issues may be.  There are many reasons why a sample may not be what you expected it to be and we will suggest any appropriate modifications to formulations or raw materials as necessary.  When the modifications have been made, you may contact ChromaDex™ to arrange for any re-testing or re-examination that will be needed.  You will then need to provide us with a description of the modifications made to the product along with samples of the modified product.  After reviewing the changes that were made, we can give you an estimate of any additional charges that will be necessary in order to re-test and re-examine the product.

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