Frequently Asked Questions
What types of samples does CLG accept?
CLG accepts live cultures, frozen vials, and purified DNA — the right format depends on the service ordered:
– Live cultures for karyotyping (CLG-100)
– Frozen vials or cell pellets (shipped on dry ice)
– Purified genomic DNA for aCGH (CLG-ACGH-110)
If you’re unsure which format is required, contact lab@clgenetics.com before shipping.
How do I prepare cells for karyotyping?
For karyotype testing (CLG-100), cells should be:
– Actively dividing at the time of shipment
– 60–80% confluent for adherent cell lines
– In log phase for suspension cells
– Shipped in at least one T25 flask or equivalent
Ship at ambient temperature, overnight. Avoid sending cells that are over-confluent or
stressed — this significantly affects result quality.
How much DNA is needed for aCGH testing?
For aCGH (CLG-ACGH-110), please provide:
– 1–2 μg of purified genomic DNA
– Purity ratio: A260/280 of approximately 1.8–2.0
– Avoid repeated freeze-thaw cycles
DNA should be shipped on dry ice. Low-quality or degraded DNA may result in sample
rejection.
Can CLG accept frozen cell pellets?
Why was my sample rejected?
Common reasons for sample rejection include:
– Non-viable or over-confluent cells
– Contamination (bacterial or fungal)
– Improper packaging or temperature exposure
– Missing paperwork or unmatched sample identifiers
– Insufficient DNA quantity or quality
If your sample was rejected, email lab@clgenetics.com with your sample name, test ordered, shipping date, and any photos from the shipment. Our lab team will help troubleshoot.
What days should I ship samples to CLG?
Ship Monday through Thursday, overnight delivery. CLG accepts deliveries Monday–Friday, but we strongly recommend shipping no later than Thursday to avoid weekend delays. Avoid Friday shipments unless pre-arranged with the lab.
What are the temperature and packaging requirements?
– Live cultures: ship at ambient temperature
– Frozen vials / DNA: ship on dry ice
– Use leak-proof containers with secondary containment
– Include sample IDs and your PO or estimate number
Which carrier should I use?
What is the CLG laboratory shipping address?
Ship all samples to:
Cell Line Genetics – Laboratory
ATTN: Sample Receiving
510 Charmany Drive, Suite 254
Madison, WI 53719
Phone: (608) 441-8163
Email: lab@clgenetics.com
Please include your estimate or PO number with every shipment.
Can I ship samples during holiday weeks?
We recommend avoiding shipments during holiday weeks unless coordinated in advance.
CLG observes the following holidays:
– New Year’s Day
– Memorial Day
– Independence Day
– Labor Day
– Thanksgiving Day and the Friday after
– Christmas Eve and Christmas Day
Contact lab@clgenetics.com to arrange holiday-week deliveries.
How do I check the status of my sample?
Contact the lab with the following information:
– PO or Estimate Number
– Sample Name / Cell Line ID
– Date shipped (if known)
Reach the lab at lab@clgenetics.com or (608) 441-8163, Monday–Friday, 9AM–5PM CST.
My sample isn’t showing as received — what should I do?
Email lab@clgenetics.com with your PO or estimate number, sample name, and shipping date. Include your carrier tracking number so the lab team can locate the shipment quickly.
How do I request a quote or estimate?
Contact Sales at sales@clgenetics.com with the following:
– Your organization name
– Number of samples
– Test type (karyotyping, aCGH, STR, etc.)
– Billing contact email
The Sales team will send an estimate you can confirm or approve before the order is placed.
How do I update an existing order?
Email sales@clgenetics.com referencing your existing estimate or PO number, and describe the changes needed. The Sales team will update the order and confirm any adjustments.
How will I receive my test results?
What are the turnaround times for each test?
Standard turnaround times from sample receipt:
– Karyotype (CLG-100): 10–15 business days
– aCGH (CLG-ACGH-110): 14–21 business days
– STR profiling: 10–15 business days
Timelines may vary during holiday periods. Contact the lab for rush processing inquiries.
Can I request a corrected or updated report?
Yes. Email lab@clgenetics.com with your sample name and original report date, and the lab team will review and issue an updated report if warranted.
How do I contact the billing department?
Reach the billing team for invoices, payments, or remittance questions:
– Email: billing@clgenetics.com
– Phone: (646) 415-9265
– Hours: Monday–Friday, 9AM–5PM CST
Where do I send remittance?
Cell Line Genetics
510 Charmany Drive, Suite 254
Madison, WI 53719
Note: As of January 1, 2026, CLG no longer accepts checks sent to the former P.O. Box
(Midtown Station, P.O. Box 1399, New York, NY 10018). Electronic payment is preferred —
contact billing@clgenetics.com for wire or ACH instructions.
Can I request a revised invoice?
Yes. Email billing@clgenetics.com with your invoice number and a description of what needs to be corrected. The team will review and reissue if appropriate.
How do I reach Lab / Technical Support?
– Email: lab@clgenetics.com
– Phone: (608) 441-8163 or (646) 415-9265
– Hours: Monday–Friday, 9AM–5PM CST
How do I reach the Sales team?
– Email: sales@clgenetics.com
– Hours: Monday–Friday, 9AM–5PM CST
How do I set up an account with CLG?
Contact Sales at sales@clgenetics.com to get started. A Sales representative will walk you through account setup, testing options, and pricing.
Can I request historical data or past reports?
Yes. Email lab@clgenetics.com with your organization name, sample identifiers, and
approximate date range. The lab team will locate and resend historical records where available.