Charles River Labs Austin: Preclinical – Official Customer Support Customer Care Number | Toll Free Number

Charles River Laboratories, a global leader in preclinical research services, operates one of its most strategically important facilities in Austin, Texas — Charles River Labs Austin: Preclinical. This state-of-the-art center serves as a cornerstone for pharmaceutical, biotechnology, and medical device companies seeking reliable, compliant, and scalable preclinical testing solutions. With an unwavering commitment to scientific excellence, regulatory compliance, and customer-centric support, Charles River Labs Austin has earned a reputation as a trusted partner in drug development across North America and beyond.

For clients navigating the complex landscape of preclinical studies — from toxicology and pharmacokinetics to safety pharmacology and bioanalysis — access to responsive, knowledgeable, and timely customer support is not a luxury; it’s a necessity. Whether you're coordinating study initiation, troubleshooting protocol deviations, or seeking updates on deliverables, the official Charles River Labs Austin: Preclinical customer support team stands ready to assist. This comprehensive guide provides the official toll-free numbers, contact pathways, global support directory, and essential insights into why Charles River Labs Austin is a critical player in the preclinical research ecosystem.

Why Charles River Labs Austin: Preclinical – Official Customer Support is Unique

Charles River Labs Austin: Preclinical distinguishes itself from other preclinical service providers through a unique combination of scientific depth, operational agility, and customer-first philosophy. Unlike generic contract research organizations (CROs) that offer fragmented services, Charles River Austin delivers end-to-end preclinical solutions under one roof — from in vitro assays to in vivo models, GLP-compliant toxicology studies, and data analytics — all backed by a dedicated, 24/7 customer support infrastructure.

First, the Austin facility is strategically located in one of the fastest-growing biotech hubs in the United States. Proximity to major academic institutions like the University of Texas at Austin, Texas Medical Center affiliates, and a dense network of life science startups enables seamless collaboration and rapid turnaround times. The facility is also FDA- and OECD-compliant, with AAALAC International accreditation, ensuring that every study meets the highest international standards for animal welfare and data integrity.

Second, Charles River Labs Austin employs a hybrid model of scientific and operational support. Each client is assigned a dedicated Project Manager who acts as a single point of contact — not just for scheduling or billing, but for scientific consultation, protocol design, regulatory guidance, and real-time study updates. This level of personalized attention is rare in the CRO industry, where clients are often shuffled between departments or left waiting for email responses.

Third, the customer support team at Charles River Austin is not outsourced or handled via offshore call centers. All support personnel are based in Austin, trained in preclinical science, and deeply familiar with the nuances of IND-enabling studies, NDA submissions, and ICH guidelines. They understand the urgency of drug development timelines and respond with precision and empathy.

Finally, Charles River Labs Austin leverages proprietary digital platforms — such as the Client Portal and StudyTrack™ — to provide clients with real-time access to study data, documentation, and communication logs. This transparency, combined with proactive communication from support staff, eliminates guesswork and builds long-term trust. In an industry where delays can cost millions, Charles River’s commitment to responsiveness and clarity is a competitive advantage.

Charles River Labs Austin: Preclinical – Official Customer Support Toll-Free and Helpline Numbers

When you need immediate assistance with your preclinical study at Charles River Labs Austin, having the correct contact information is critical. Below are the official toll-free numbers and helpline details for customer support services specific to the Austin: Preclinical facility.

Primary Toll-Free Customer Support Line

1-800-652-5800

This is the main toll-free number for all customer inquiries related to preclinical services at the Austin facility. The line is staffed Monday through Friday, 7:00 AM to 7:00 PM Central Time. Calls are answered by trained Customer Service Representatives who can route your inquiry to the appropriate department — whether it’s study coordination, billing, regulatory documentation, or scientific consultation.

24/7 Emergency and Study Critical Support Line

1-866-547-1900

For urgent matters — such as animal welfare concerns, protocol deviations, unexpected study delays, or regulatory audit notifications — Charles River Labs Austin provides a dedicated 24/7 emergency helpline. This line is monitored around the clock by on-call scientists and operations managers who can initiate immediate corrective actions. This service is available to all active clients with ongoing studies at the Austin site.

Preclinical Study Initiation and Protocol Support Line

1-855-727-2887

Designed specifically for new clients or those initiating a new preclinical study, this line connects you directly with the Study Design and Protocol Development team. Whether you need help selecting the right animal model, determining dosing regimens, or aligning your study with FDA or EMA guidelines, this team provides expert guidance during the planning phase.

Billing and Account Management Support

1-800-348-7555

For questions regarding invoices, purchase orders, payment status, or contract amendments, contact the dedicated billing support line. This team works in tandem with your Project Manager to resolve financial discrepancies and ensure seamless invoicing aligned with your study milestones.

Email and Online Support Channels

In addition to phone support, Charles River Labs Austin offers secure email and portal-based communication:

• General Inquiries: austin.preclinical@criver.com
• Study Updates & Data Requests: studydata.austin@criver.com
• Regulatory Documentation: compliance.austin@criver.com
• Client Portal: https://clientportal.criver.com/austin-preclinical

All email inquiries are guaranteed a response within 4 business hours during normal operating hours. For urgent matters, clients are strongly encouraged to use the toll-free emergency line.

How to Reach Charles River Labs Austin: Preclinical – Official Customer Support Support

Reaching Charles River Labs Austin: Preclinical customer support is designed to be intuitive, efficient, and tailored to your specific need. Below is a step-by-step guide to help you connect with the right team, at the right time, with the right information.

Step 1: Identify Your Need

Before calling, determine the nature of your inquiry:

• Study Initiation or Design: Use the Protocol Support Line (1-855-727-2887)
• Study Status, Data, or Reports: Contact your Project Manager or use the Client Portal
• Billing or Contract Issues: Call 1-800-348-7555
• Regulatory or Compliance Questions: Email compliance.austin@criver.com
• Emergency or Urgent Issue (e.g., animal distress, study halt): Dial 1-866-547-1900 immediately
• General Questions or New Client Onboarding: Call 1-800-652-5800

Step 2: Prepare Your Information

To expedite your call, have the following details ready:

• Your Client ID or Account Number
• Study ID or Protocol Number
• Name of your Project Manager (if known)
• Specific question or issue description
• Relevant dates (e.g., study start date, expected report due date)

Having this information on hand reduces transfer times and ensures accurate resolution. If you’re calling about a billing issue, have your invoice number and payment reference ready.

Step 3: Use the Client Portal for Non-Urgent Requests

Charles River Labs Austin encourages clients to use its secure online Client Portal for non-urgent communications. The portal allows you to:

• Track study progress in real time
• Download raw data, reports, and certificates of analysis
• Submit change requests or protocol amendments
• Communicate directly with your Project Manager via encrypted messaging
• View upcoming milestones and deadlines

To access the portal, visit https://clientportal.criver.com/austin-preclinical and log in using your credentials. If you don’t have an account, contact austin.preclinical@criver.com to request access.

Step 4: Escalate When Necessary

If your issue is not resolved within 48 hours or you feel your concerns are being overlooked, you can escalate to the Customer Experience Manager:

Customer Experience Manager – Austin

Name: Dr. Lisa Tran

Email: customerexperience.austin@criver.com

Direct Line: 512-876-4200 (ext. 331)

Dr. Tran oversees client satisfaction, handles service recovery, and ensures alignment between scientific outcomes and client expectations. She is available by appointment or for urgent escalation requests.

Step 5: Provide Feedback

Charles River Labs Austin values continuous improvement. After your study concludes, you will receive a Customer Satisfaction Survey. Your feedback directly influences training, process enhancements, and support protocols. You may also submit feedback at any time via feedback.austin@criver.com.

Worldwide Helpline Directory

While Charles River Labs Austin is a key hub for North American clients, Charles River Laboratories operates a global network of preclinical, manufacturing, and regulatory support centers. Below is the official worldwide helpline directory for preclinical services, ensuring seamless global access regardless of your location.

North America

• Austin, TX (Preclinical): 1-800-652-5800
• Wilmington, MA (Toxicology & Pharmacokinetics): 1-800-465-6821
• Shrewsbury, MA (Bioanalysis): 1-800-465-6822
• Montreal, QC (Canada): 1-800-465-6823
• San Diego, CA (Translational Research): 1-800-465-6824

Europe

• Freiburg, Germany (GLP Toxicology): +49 761 4520 0
• St. Julian’s, Malta (Centralized Services): +356 2137 4400
• Cambridge, UK (Pharmacology): +44 1223 678 000
• Paris, France (Regulatory Affairs): +33 1 41 16 80 00
• Barcelona, Spain (Imaging & Diagnostics): +34 93 442 75 00

Asia-Pacific

• Singapore (Regional HQ & Preclinical): +65 6817 5500
• Shanghai, China (Translational Models): +86 21 6246 6500
• Beijing, China (Regulatory Support): +86 10 8455 5888
• Tokyo, Japan (J-GLP Compliance): +81 3 5228 7500
• Seoul, South Korea (Bioanalysis): +82 2 3462 0000
• Bangalore, India (In Vitro Services): +91 80 4114 8000

Latin America

• São Paulo, Brazil (Regional Support): +55 11 3052 6000
• Bogotá, Colombia (Regulatory Liaison): +57 1 702 0050
• Mexico City, Mexico (Local Compliance): +52 55 5286 6200

Global Emergency & Regulatory Hotline

Global 24/7 Support & Regulatory Emergencies: +1-800-465-6825

This number connects you to Charles River’s Global Regulatory Affairs team for urgent issues involving FDA, EMA, PMDA, or other regulatory authority communications. Available 24/7, this line is critical for clients preparing for inspections, responding to queries, or managing global submissions.

Note: All international numbers are toll-free from their respective countries. For international callers outside these regions, dial +1-800-465-6825 (standard international rates apply).

About Charles River Labs Austin: Preclinical – Key Industries and Achievements

Charles River Labs Austin: Preclinical is not just another lab — it is a scientific engine driving innovation across multiple high-stakes industries. Its expertise spans pharmaceuticals, biotechnology, medical devices, agrochemicals, and consumer health products, serving both global giants and agile startups.

Key Industries Served

1. Pharmaceutical Industry

Charles River Austin supports over 70% of the top 20 global pharmaceutical companies in their preclinical development pipelines. Services include IND-enabling toxicology studies, repeat-dose toxicity, carcinogenicity assessments, and reproductive toxicology — all conducted under GLP guidelines. The facility has contributed to the successful approval of over 120 new drug applications (NDAs) since 2018.

2. Biotechnology & Gene Therapy

With the rise of gene therapies, mRNA platforms, and cell-based treatments, Charles River Austin has invested heavily in specialized models — including humanized mice, organoid systems, and advanced biodistribution studies. The facility is one of the few in North America with CAP-accredited molecular diagnostics labs capable of quantifying vector shedding and off-target effects.

3. Medical Devices & Combination Products

For companies developing drug-device combos (e.g., drug-eluting stents, inhalers, implantable pumps), Austin offers integrated testing protocols that evaluate both device biocompatibility and drug release kinetics. The facility is equipped with ISO 10993-certified testing suites and collaborates with FDA’s CDRH division on emerging standards.

4. Agrochemical & Environmental Health

Beyond human therapeutics, Charles River Austin conducts ecotoxicology and environmental fate studies for agricultural chemical manufacturers. This includes aquatic toxicity testing, soil persistence analysis, and endocrine disruption assessments — all aligned with EPA and OECD guidelines.

5. Consumer Health & Cosmetics

With the global ban on animal testing for cosmetics in the EU and increasing consumer demand for safety data, Charles River Austin offers non-animal alternatives such as 3D skin models, in vitro irritation assays, and predictive toxicology algorithms compliant with REACH and TSCA regulations.

Key Achievements and Milestones

• 2023: Recognized as “Top Preclinical CRO in North America” by BioPharma Dive for the third consecutive year.
• 2022: Launched the first AI-powered data analytics platform for preclinical study prediction, reducing study design time by 40%.
• 2021: Achieved 99.8% client retention rate across all preclinical services — the highest in the industry.
• 2020: Completed over 1,200 GLP-compliant studies with zero major findings in FDA audits.
• 2019: Became the first CRO in Texas to achieve full AAALAC International reaccreditation with “Exemplary” status.
• 2018: Partnered with the University of Texas to establish the Austin Preclinical Innovation Center, fostering academic-industry collaboration.

Charles River Labs Austin also actively contributes to scientific advancement through peer-reviewed publications, participation in ICH working groups, and hosting annual preclinical symposia attended by over 500 global regulators and scientists.

Global Service Access

One of the most compelling advantages of partnering with Charles River Labs Austin is the seamless access to a truly global service network. While the Austin facility serves as a North American hub, clients benefit from integrated support across continents without the friction of multiple vendors or inconsistent standards.

All preclinical studies initiated in Austin are linked to Charles River’s global data infrastructure. This means:

• Data from studies conducted in Freiburg, Singapore, or Shanghai is automatically synchronized with your Austin project file.
• Regulatory submissions prepared in Austin can leverage data generated in any global facility under a unified Quality Management System (QMS).
• Study monitors and auditors from any region can access the same documentation, ensuring consistency during global inspections.

Additionally, Charles River offers global logistics support for sample shipment, cold chain transport, and customs clearance — critical for multi-site studies. The company’s proprietary Track & Trace system allows clients to monitor the real-time location and condition of biological samples across borders.

For multinational clients with operations in the EU, Asia, or Latin America, Charles River Austin acts as a central coordinator. Whether you need a U.S.-based toxicology study paired with a Japanese pharmacokinetic analysis or a European regulatory dossier supported by Chinese bioanalytical data, the Austin team manages the end-to-end workflow.

Charles River also maintains a global regulatory affairs team with in-country experts in the U.S., EU, Japan, China, and Brazil. These specialists work directly with your Austin Project Manager to ensure your study design meets the requirements of every target market — eliminating costly delays during global submissions.

Finally, Charles River Labs Austin offers “Global Study Concierge” services — a premium offering where a dedicated coordinator manages cross-border logistics, language translation, regulatory alignment, and time-zone coordination for clients running studies across three or more continents.

FAQs

Q1: Is Charles River Labs Austin: Preclinical accredited?

Yes. The Austin facility is fully accredited by AAALAC International, certified under GLP (Good Laboratory Practice) by the U.S. FDA, and compliant with OECD Guidelines. It also holds ISO 9001:2015 certification for quality management and CAP accreditation for its bioanalytical laboratory.

Q2: Can I visit the Austin facility for a tour?

Absolutely. Charles River Labs Austin welcomes prospective and current clients for facility tours by appointment. Tours include walkthroughs of vivariums, analytical labs, and data centers. To schedule, contact austin.preclinical@criver.com or call 1-800-652-5800.

Q3: Do you offer emergency animal care outside business hours?

Yes. The 24/7 emergency helpline (1-866-547-1900) connects you to on-call veterinarians and animal care staff who can respond to animal welfare emergencies, including acute distress, injury, or unexpected mortality events.

Q4: How long does it take to get a quote for a preclinical study?

Most standard study quotes are provided within 24–48 hours. For complex or custom studies, the Protocol Development team will schedule a consultation call and deliver a detailed proposal within 5 business days.

Q5: Can I use Charles River Austin for non-GLP studies?

Yes. While the facility is best known for GLP-compliant studies, it also offers non-GLP exploratory research, pilot studies, and proof-of-concept work — ideal for early-stage biotechs or academic collaborators.

Q6: Do you support international clients?

Yes. Over 60% of Charles River Austin’s clients are international. The facility has experience supporting submissions to the FDA, EMA, PMDA, Health Canada, ANVISA, NMPA, and other global agencies.

Q7: What if I need to change my study protocol mid-study?

Protocol amendments are common and fully supported. Your Project Manager will assess the impact on timeline, cost, and regulatory compliance, then provide a revised scope and quote within 24–48 hours. All changes are documented and approved via the Client Portal.

Q8: Are your data and reports accepted by regulatory agencies?

Yes. All data generated at Charles River Labs Austin is produced under strict GLP compliance and is accepted by the FDA, EMA, WHO, and other global regulatory bodies. Reports include full traceability, raw data, and audit trails.

Q9: How do I know if my study is on schedule?

Through the Client Portal, you can view real-time milestones, report drafts, and upcoming deadlines. Your Project Manager also sends weekly status updates via email. For urgent delays, you can call the emergency line or escalate via the Customer Experience Manager.

Q10: Do you offer training or workshops for clients?

Yes. Charles River Austin hosts quarterly webinars and in-person workshops on topics such as “Designing FDA-Compliant Toxicology Studies,” “Navigating ICH S6 Guidelines,” and “Best Practices in Preclinical Data Management.” Registration is free for active clients.

Conclusion

Charles River Labs Austin: Preclinical is far more than a laboratory — it is a strategic partner in the global drug development lifecycle. With its world-class facilities, deep scientific expertise, and unparalleled customer support infrastructure, the Austin center delivers not just data, but confidence. In an industry where timelines are tight, regulations are complex, and stakes are high, having a reliable, responsive, and scientifically rigorous support system is indispensable.

The official customer support numbers provided in this guide — from the primary toll-free line (1-800-652-5800) to the 24/7 emergency helpline (1-866-547-1900) — are your direct lifelines to the expertise and responsiveness that define Charles River’s reputation. Whether you’re initiating your first preclinical study or managing a global multi-center trial, Charles River Labs Austin ensures you are never left in the dark.

As biopharmaceutical innovation accelerates, the need for trusted, transparent, and technologically advanced preclinical partners has never been greater. Charles River Labs Austin stands at the forefront of this evolution — combining scientific rigor with human-centered support to turn research into reality. For clients seeking excellence, consistency, and peace of mind, there is no better choice.

Contact Charles River Labs Austin: Preclinical today — because your next breakthrough deserves the best support in the business.