Frequently Asked Questions

What is a matrix or baseline sample?

A matrix or baseline sample allows you to screen a blank matrix for analytes of interest, endogenous compounds, and interference with your test method.

When you order blank whole blood, we prefer to send you a sample of the matrix so you can approve the lot before we send your entire order. This helps avoid costly delays and expensive shipping fees.

Where can I get a CoA?

We provide Certificates of Analysis upon request. Email welovecontrol@utak.com or send us a message via Live Chat with the product and lot number you’d like a CoA for.

Where can I find my product insert / instructions for use?

Every IFU is posted on its product page. You can also type the lot number into the search bar above to locate the documentation for your product.

For custom products, please email welovecontrol@utak.com or send us a message via Live Chat with the product and lot number.

How much does shipping cost?

We charge the shipping carrier’s actual rate. If you have your own UPS or FedEx account, we can charge shipping to that account instead.

If your order includes frozen products, you will be billed a $25.00 USD fee for dry ice.

Can lyophilized products be shipped in ambient temperatures?

Yes. According to a number of tests and studies we’ve conducted, our freeze dried products maintain stability when kept at temperatures between 2°C – 40°C (35 – 104°F) for up to 2 weeks. Our products typically last longer on the lower end of that range.

Can I freeze reconstituted stock products?

The warranted reconstituted stability for UTAK lyophilized controls will never exceed 25 – 30 days due to the unpredictability of spiked-in analytes in a 100% human biological matrix.
However, if a lyophilized control is thawed / reconstituted and subsequently frozen within 30 minutes, the newly frozen aliquots shall take on the performance attributes of a UTAK frozen control.
UTAK frozen controls retain an 18 month shelf life from their initial freeze date. Therefore, once frozen the aliquots will have an expiration date of 18 months or the shelf life for the newly frozen aliquots cannot exceed the shelf life date printed on the original product insert.

Can validity controls be shipped in ambient temperatures?

Yes. According to a number of tests and studies we’ve conducted, our Validity controls maintain stability when kept at temperatures between 2°C – 40°C (35 – 104°F) for up to 2 weeks. Our products typically last longer on the lower end of that range.

When will you ship my frozen product?

We ship frozen items Monday-Wednesday to avoid potential delays over the weekend. We can ship frozen items on Thursdays or Fridays by customer request, but we cannot guarantee the product if it performs out of spec because of the delay.

How many freeze thaw cycles can we do with blank matrix?

We do not recommend multiple thaw cycles for human blank matrices. We recommend that you divide blank matrix into smaller aliquots prior to re-freezing to avoid multiple thaw cycles. If necessary, you can thaw and refreeze a blank matrix every few weeks or months without experiencing a degradation of the product.

If you thaw a matrix to aliquot into smaller amounts, refreeze the matrix within 72 hours to ensure stability.

If you have more specific questions about thawing and refreezing a product, please contact us.

Can we thaw and then re-freeze a stock control?

We do not recommend refreezing thawed control material.

Is UTAK ISO Certified?

Yes, UTAK is ISO 13485:2016 certified under MDSAP, as well as ISO 9001 certified. Learn more about our licenses and accreditations.

How much do your products cost?

Please contact us to obtain a quote. You can reach us via email, phone, or Live Chat.

Is verification the same thing as validation?

No. Third-party verification is a single data point showing that the requested analytes are performing as expected.

All of our stock controls undergo third-party verification as part of the manufacturing process. When ordering a custom QC product, you can choose to have your product verified. This will add to the production time and product cost.

Regardless of whether your product has undergone third-party verification, you should validate each lot according to your lab’s procedure.

My product isn't performing as expected. Who can I contact about this?

We’ll gladly work with you to find out why your product isn’t performing as expected. Please reach out to us for technical support by phone (888.882.5522) or email.

Can I order online?

Online ordering is not yet available. To place an order, please call (888) 882-5522, email orders@utak.com, or fax (661) 294-9272 to reach the Control Freaks.

How many analytes can I put in my custom control?

As many as you need. We’ve manufactured controls with over 100 analytes. Please contact us via our personalized QC request form  with the analytes you need and we’ll reach out to you with a quote.

Do you have any peer to peer programs?

Not at this time.

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