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Hi Lin, Thank you for following up on this. Our team has been reviewing the packaging suggestions you provided. We are currently in the process working with FedEx to validate new shippers before putting them into use. Since we are already mid-process in this our team intends to complete it before making further packaging decisions as we hope the current ones in testing will pass successfully. Product stability does not support shipping with ice packs unfortunately. They do not maintain the temperatures required. I followed up with our accounting team in regards to the credit and asked for a copy to forward along. We will send it your way once received. Thank you, 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: Inventory <inventory@diplomahg.com.au> Sent: Thursday, November 13, 2025 6:03 PM To: Andrew Hartmann <ahartmann@utak.com>; Velli Stavrou <v.stavrou@abacusdx.com> Cc: Raleigh Gallina <rgallina@utak.com>; Claire Chupin <c.chupin@abacusdx.com> Subject: RE: Invoice query - Dry ice packing options and fees Hi Andrew, Just following up to see if your team has had a chance to review the alternative packaging options. In the meantime, could you also review the suggestion I shared in my previous email? If product stability allows, would it be feasible to ship using cool packs instead of dry ice? This would make the shipment lighter, reduce the risk of cracking, and wouldn’t require any changes to the packaging. We will ensure the items are stored at -80°C immediately upon arrival. Lastly, we haven’t received the credit for the €60 dry ice fee on invoice #71720, which you previously approved. The shipment arrived this week with the shipper cracked and no ice again. Could you please confirm whether the credit note is being processed? Thanks Lin