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Thank you for taking the time to share your feedback with us. We understand that, as our most distant customer, you’ve experienced a disproportionate number of shipping issues — and we sincerely apologize for the inconvenience this has caused. As a courtesy, we’ll be waiving the dry ice fees on your upcoming shipment (PO00040776). Our team is actively working with FedEx to review and validate our shipping conditions, and we hope to have that process completed soon. In the meantime, one potential solution we’re exploring is the use of more robust coolers. These offer improved insulation and reliability but do come at a higher cost — typically between $200 and $800 per shipper. If this is something you’d be open to discussing, we’d be happy to explore options that best fit your needs. I’m also happy to schedule a quick call if you’d like to discuss this further. Please let us know how we can best support you moving forward. Best regards, Andrew Hartmann Business Development Manager – 25020 Avenue Tibbitts Valencia, CA 91355 – D +1.661.567.0667 P +1.888.UTAK.LAB F +1.661.294.9272 – Book a Meeting with Me https://calendly.com/ahartmann-utak/30min utak.com From: Velli Stavrou <v.stavrou@abacusdx.com> Sent: Sunday, October 26, 2025 6:28 PM To: Andrew Hartmann <ahartmann@utak.com> Cc: Raleigh Gallina <rgallina@utak.com> Subject: Invoice query Hi Andrew, Our inventory team has continuously experienced shipments arriving from UTAK thawed. While we receive confirmation from UTAK that these items are OK to sell, we are being invoiced for frozen shipments (which unfortunately is not the case). I would like to request a credit or waiving of the next frozen shipment fees. The invoices attached, were the ones we received thawed. Kind Regards,