Durastab IVD
Signaling Systems and
Immunoassay Solutions Provider

Non-Specific Binding in Immunoassays: Mechanisms, Diagnosis, and 8 Fixes

◯Sep 16, 2026◎ views✎DuraStab Technical Team

What Is Non-Specific Binding?

Non-specific binding (NSB) is the adsorption of antibodies, enzyme conjugates, or sample proteins to surfaces and to non-target molecules through mechanisms other than antigen recognition. In a microwell or on a membrane, NSB is what remains once every specific interaction has had its chance: it raises the baseline, compresses the dynamic range, and makes low-abundance analytes indistinguishable from noise.

NSB is not a rare edge case. It is the most common reason a sandwich ELISA misses its blank and negative-control specifications, and because it is driven by surface chemistry rather than by analyte binding, changing the antibody pair does not fix it. The productive approach is to identify which of the four mechanisms is operating, then address that mechanism with the right reagent and protocol change.

Key distinction: NSB vs. cross-reactivity

NSB is protein sticking to a surface or to a non-target molecule through hydrophobic, electrostatic, or Fc-mediated interactions. It is a reagent and surface problem.

Cross-reactivity is an antibody binding a structurally related analyte because of shared epitopes. It is an antibody specificity problem.

Both raise background, but they call for different remedies. A stronger blocking buffer will not fix cross-reactivity, and switching antibodies will not fix NSB.

For the wider picture of how each assay component contributes to background, see our guide to the components of an ELISA.

How to Confirm That NSB Is the Problem

High background has several possible sources, and NSB is only one of them. Before optimizing any reagent, run the three-control panel below. Each control isolates one layer of the assay, so the control that fails tells you where the signal is coming from [5].

ControlWhat it containsWhat it measuresExpected
BlankNo sample, no conjugateSubstrate and plate backgroundOD
Negative controlMatrix, no analyte, full conjugateSample matrix and surface NSBOD
Conjugate onlyConjugate, no sampleConjugate-to-surface NSBLow and stable across wells

Read the result as a diagnosis rather than as a pass or fail:

  • High blank, clean conjugate-only well. The substrate or the plate handling is the source. Check substrate age, storage temperature, and light exposure before touching blockers.

  • High conjugate-only signal. The conjugate is binding the surface. This is the classic Fc-mediated and hydrophobic pattern, and it responds to a denser blocking layer plus conjugate stabilization.

  • High negative control, clean conjugate-only well. The interference arrives with the specimen, not from the surface. This points to heterophilic antibodies, rheumatoid factor, or complement, and it needs a sample-side reagent.

  • Background that rises over storage time. Aggregation in an unstabilized conjugate. Reformulate the conjugate diluent instead of re-blocking the plate.

If the abnormal signal responds to none of these, work through the wider checklist in our guide to ELISA troubleshooting.

The Four Mechanisms of Non-Specific Binding

NSB is not one phenomenon but four, each with a different physical driver and a different remedy. Working out which one dominates your assay is what turns optimization from trial-and-error into a short, targeted list of experiments.

1Fc Receptor-Mediated Binding

The Fc (fragment crystallizable) region of an immunoglobulin binds Fc receptors, protein A/G-like structures, and other Fc-binding proteins. On polystyrene and on many membranes this produces a background signal that is independent of the antigen-antibody reaction, because the detection antibody attaches to the surface through its Fc portion rather than through its antigen-binding site.

The effect scales with antibody isotype and species and with the protein-binding capacity of the solid phase. High-binding polystyrene shows more of it than medium- or low-binding plates.

Recognition cue: the conjugate-only control is elevated and tracks conjugate concentration. First intervention: a denser blocking layer, plus an Fc-directed change such as F(ab')2 fragments or a cross-adsorbed secondary antibody.

2Hydrophobic Interactions

Proteins carry hydrophobic amino acid patches on their surfaces. These patches associate with the hydrophobic regions of an untreated or partly blocked polystyrene plate, and with the hydrophobic face of a nitrocellulose or PVDF membrane. The driving force is the hydrophobic effect: non-polar surfaces minimise contact with water by pairing with each other instead.

This mechanism becomes dominant as protein load rises, which is why undiluted serum and concentrated cell-culture supernatant are the samples that most often expose it.

Recognition cue: background scales with protein concentration and with incubation time. First intervention: a blocker that covers hydrophobic surfaces effectively, together with adequate sample dilution.

3Electrostatic Interactions

Charged residues on a protein surface attract oppositely charged groups on the solid phase or on other immobilized molecules. At physiological pH most proteins carry a net negative charge, which can interact with the positively charged amine groups introduced by many plate treatments; proteins with a high isoelectric point behave the other way round.

This mechanism is strongly pH-dependent, which makes it the one most likely to surface when a buffer change produces an unexpected shift in background.

Recognition cue: background moves when you change buffer pH or ionic strength, but not when you change protein concentration. First intervention: move the buffer pH toward the isoelectric point of the problem protein, or raise ionic strength to shield the charges.

4Sample-Side Interferents: HA, HAMA, HAAA and RF

The fourth mechanism does not involve the plate at all. It is carried in by the specimen. Endogenous antibodies in the sample can bridge the capture and detection antibodies, or occupy their epitopes, in the complete absence of analyte. Because the interferent is a real antibody performing real antibody chemistry, the result looks entirely plausible [1,3].

Four entities account for most of it: heterophilic antibodies, human anti-mouse antibody (HAMA), the broader human anti-animal antibody (HAAA) category, and rheumatoid factor. Their interference is format-dependent, which is why the same specimen can read correctly on one platform and falsely on another.

Recognition cue: the negative control fails while the conjugate-only well is clean, and the result does not fall proportionally when the sample is diluted. First intervention: a noise eliminator in the sample diluent, or an active/passive blocker built into the reagent formulation. See our guide to noise eliminators and assay interference.

Prevalence of Sample-Side Interferents

Reported prevalence figures for these interferents span a very wide range, because the measured value depends on the assay design and on the population studied. Treat the figures below as an order of magnitude rather than a fixed constant, and note that even a low-prevalence interferent matters wherever a false positive carries clinical consequences.

InterferentReported prevalenceMechanismAssociated risk factors
Heterophilic antibodiesUnder 1% to as high as 80%, depending on assay and population [2]Bridge capture and detection antibodiesPrior exposure to animal immunoglobulins; animal handling
HAMAElevated after mouse monoclonal antibody therapy [2]Anti-mouse IgG bindingMurine monoclonal antibody therapy
Rheumatoid factorCommon in autoimmune disease; also found in healthy individuals [1,4]IgM binds the Fc region of assay IgGRheumatoid arthritis and other autoimmune conditions
Complement proteinsPresent in essentially all serum samplesBind the Fc region; protease activityRepeated freeze-thaw cycles; heat inactivation

Interference of this kind rarely announces itself. It produces a number that sits inside the reportable range, and the mismatch becomes visible only when the result is compared with the clinical picture. That is why the diagnostic controls above matter more than any single reagent choice. For the wider context, see our guide to high background in ELISA.

What NSB Costs Your Assay

Non-specific binding does not produce a single error. It degrades five separate performance characteristics at once, and the degradation compounds.

  • Signal-to-noise ratio falls. A higher baseline compresses the distance between negative and positive wells, so fewer concentrations remain resolvable.

  • Limit of detection rises. The minimum detectable concentration is set by the dispersion of the baseline, so noise in the background translates directly into lost sensitivity.

  • False-positive rate increases. When background pushes a low-analyte sample above the cutoff, the sample is reported as positive.

  • Reproducibility deteriorates. NSB is inherently more variable than specific binding, so it inflates both well-to-well and lot-to-lot CV.

  • Clinical specificity is compromised. In a diagnostic setting an NSB-driven false positive leads to unnecessary confirmatory testing and, in the worst case, to an incorrect clinical decision.

The practical consequence is that NSB is rarely a single-assay problem. Once it is present it also makes every subsequent optimization experiment harder to interpret, because the noise floor moves with it.

Which Fix Comes First?

Applying eight strategies at once will change the assay beyond recognition, and you will not be able to say which change did the work. Work through the questions below in order and stop as soon as the control panel returns to specification.

Decision order

1. Is the blank itself high? Then check substrate and plate handling first. Reagent optimization is pointless until the blank is clean.

2. Is the conjugate-only well high? Then fix the surface layer: a denser blocking layer, plus conjugate stabilization to stop aggregation.

3. Is the negative control high while the conjugate-only well is clean? Then fix the sample layer: a noise eliminator, an active/passive blocker, or additional dilution.

4. Does background move with buffer pH but not with protein concentration? Then fix the electrostatics: adjust pH or ionic strength.

5. Is the background stable but the standard curve wandering? Then the problem is probably reagent stability rather than NSB. See our guide to protein stabilizers, or the broader list of common ELISA errors.

Rule of thumb

Surface NSB is a blocking problem. Sample NSB is an interference problem. Unresolved surface NSB will make even a good blocker look ineffective, so settle the surface layer before spending time on the sample layer.

8 Strategies to Reduce Non-Specific Binding

The eight strategies below are ordered roughly by the size of the improvement they typically produce, starting with the ones that act on the surface layer.

1Optimize the Blocking Buffer

Match the blocker to the surface and the sample matrix. Durastab UTBS (Ultra Blocking Solution) is a peptide-based blocker that saturates polystyrene microwells without BSA; Durastab CABS (Casein Blocking Solution) suits high-sensitivity sandwich assays where a phosphoprotein layer gives more complete coverage; Durastab PFBS (Protein-free Blocking Solution) is the animal-component-free option. Titrate the blocker undiluted and at 1:2 and 1:4, then confirm that both the blank and the negative control return to specification. Blocker selection is covered in more detail in what a blocking buffer is.

2Add a Noise Eliminator to the Sample Diluent

When the negative control is the failing well, the interferent arrived with the specimen. Durastab NEPL (Noise Eliminator Plus) covers heterophilic antibodies, HAMA, rheumatoid factor, non-specific binding, cross-reactions, and matrix effects in a single reagent; for protein-free workflows, Durastab NEPF (Protein-free Noise Eliminator) is the equivalent formulation. Dilute standards, calibrators, and controls at the same ratio as the samples so the matrix stays matched on both sides of the curve.

3Stabilize the Conjugate Against Aggregation

Aggregated conjugate binds surfaces indiscriminately, and the resulting background climbs over the reagent's shelf life. Dilute conjugates into a dedicated stabilizer rather than plain buffer: Durastab HRST (HRP Stabilizer) preserves HRP activity at working strength, and Durastab HRNE (HRP Stabilizer NE) adds interference suppression to the same role. Tris-buffered systems can use Durastab HRTR (HRP Stabilizer TRIS).

4Build an Active/Passive Blocker Into the Formulation

For assays that must control interference inside the kit rather than in the patient sample, add a blocker to the reagent formulation. The Durastab HBR series (Active/Passive Blockers) combines an active component that binds interfering antibodies with a passive component that supplies excess alternative binding sites. Add 5–100 μg/mL to CLIA/ELISA enzyme conjugates, 0.2–0.4 mg/mL for LFIA sample-pad treatment, or 0.5–1.0% (v/v) to clinical-chemistry R1 reagents. Choose the variant by conjugate host species: HBR-157 and HBR-361 cover mouse, goat, and rabbit systems.

5Revisit the Wash Protocol

Insufficient washing leaves conjugate and matrix residue that reads as signal. Use a validated wash buffer at the correct working dilution, and standardize the cycle count and soak time across the whole plate: Durastab Wash Buffer PBST 10× and Wash Buffer TBST 10× remove the variability of hand-made solutions. For assays with persistent background, a fixed protocol with a defined soak interval is more effective than simply raising the detergent concentration; detergent above the validated working range can strip specifically bound material and cost you signal.

6Switch to Cross-Adsorbed Secondary Antibodies

When the detection layer is a secondary antibody, choose a cross-adsorbed preparation that has been pre-adsorbed against immunoglobulins from other species. This removes the fraction of the reagent population that would otherwise bind sample immunoglobulins and surface-bound IgG, and it is the single most effective change for many indirect assays.

7Optimize Sample Dilution

Dilution lowers the concentration of every interferent in the specimen, including heterophilic antibodies, rheumatoid factor, and complement. The constraint is analyte recovery: a labile analyte can be lost to the tube wall as the total protein concentration falls. Use a diluent that both maintains recovery and suppresses interference, such as Durastab ImmuTruster (IMUT) or ImmuTruster Plus (IMUP), and confirm dilution linearity across the reportable range before adopting the new ratio.

8Use a Plate Sealer in Dried Solid-Phase Formats

For pre-coated plates, strips, and lateral flow devices, blocking and stabilization can be combined into a single reagent applied before drying. Durastab UPST (Ultra Plate Sealer) and PFPS (Protein-free Plate Sealer) are liquid stabilizers that lock the coated protein's conformation and block the remaining surface as the plate dries, which removes the need for a separate blocking step in dried-format production.

Durastab NSB control portfolio

Blocking:UTBS Ultra Blocking Solution / CABS Casein Blocking Solution / PFBS Protein-free Blocking Solution / BSAB BSA Blocking Solution

Noise eliminators:NEPL Noise Eliminator Plus / NEPF Protein-free Noise Eliminator / NEPB Noise Eliminator PBS / NETR Noise Eliminator TRIS

Conjugate stabilizers:HRST HRP Stabilizer / HRNE HRP Stabilizer NE / HRTR HRP Stabilizer TRIS

Heterophilic blockers:HBR series Active/Passive Blockers (HBR-001, HBR-007, HBR-035, HBR-157, HBR-361)

Diluents and enhancers:IMUT ImmuTruster / IMUP ImmuTruster Plus / IMOP ImmuOptimizer

Plate sealers:UPST Ultra Plate Sealer / PFPS Protein-free Plate Sealer

NSB Across Different Assay Formats

The dominant NSB mechanism changes with the platform, and so does the first reagent worth reaching for. The table below maps mechanism to format and to the first intervention to test.

FormatDominant NSB mechanismKey challengeFirst intervention
Sandwich ELISAFc-mediated and hydrophobic bindingDetection antibody binding the plate independently of analyteUTBS blocking plus HRST or HRNE conjugate stabilization
Competitive ELISASample matrix interferenceEndogenous substances competing with the labeled analyteNEPL in the sample diluent, with IMUT to protect analyte recovery
Lateral flowMembrane adsorptionLabeled particle binding to nitrocelluloseA dried protein stabilizer plus casein-based membrane blocking
Western blotHydrophobic binding to PVDF or nitrocelluloseUniformly dark membrane backgroundPFBK Protein-free Blocker plus an optimized wash protocol
CLIAMagnetic bead non-specific bindingConjugate binding the bead surfaceIMOP with the HBR Active/Passive Blockers

Frequently Asked Questions

What is the difference between non-specific binding and cross-reactivity?

Non-specific binding is the adsorption of protein to a surface or to a non-target molecule through hydrophobic, electrostatic, or Fc-mediated interactions. Cross-reactivity is an antibody recognizing a structurally related analyte because of shared epitopes. NSB is a surface and reagent problem; cross-reactivity is an antibody specificity problem. The two require different fixes, which is why the first diagnostic step is to establish which one you have.

How do heterophilic antibodies cause false positives?

Heterophilic antibodies are endogenous human antibodies that bind immunoglobulins from other species. In a sandwich assay, a single heterophilic antibody can bind the capture antibody with one arm and the detection antibody with the other, bridging the pair in the complete absence of analyte and producing a signal proportional only to the interferent's concentration. Reported prevalence varies widely with assay design and population, from under 1% to as high as 80% [2,3].

What is HAMA interference in immunoassays?

HAMA (human anti-mouse antibody) is the subset of anti-animal antibodies directed specifically against mouse immunoglobulins. Because most monoclonal detection antibodies are mouse-derived, HAMA is among the most frequently encountered interferents. Prevalence is elevated in patients previously exposed to murine monoclonal antibody therapy, where reported values reach as high as 80% [2]. Durastab HBR series blockers are formulated to neutralize this class of interference.

How does a blocking buffer reduce non-specific binding?

A blocking buffer saturates the protein-binding sites that remain unoccupied after coating, so later reagents have no bare surface left to adsorb to. An effective blocker covers both hydrophobic patches and charged groups. The quantitative effect is measurable: bovine serum albumin and Tween-20 each reduce non-specific adsorption in a concentration-dependent way, and the two are complementary rather than interchangeable [6]. Durastab UTBS combines blocking and stabilization in a single ready-to-use reagent.

What is the role of Fc receptors in non-specific binding?

The Fc region of an immunoglobulin binds Fc receptors, protein A/G-like structures, and other Fc-binding proteins. In ELISA the Fc portion of the detection antibody can therefore attach to protein A/G-like structures on the plate or to other immobilized immunoglobulins, generating signal that has nothing to do with the analyte. This is the dominant NSB mechanism in many sandwich formats, and it is why the conjugate-only control is the most informative of the three diagnostic controls.

How do I test whether my assay has an NSB problem?

Run three controls on the same plate: a blank with no sample and no conjugate (expected OD below 0.05), a negative control with matrix but no analyte and a full conjugate (expected OD below 0.10), and a conjugate-only well with no sample. The pattern across the three tells you whether the source is the substrate, the surface, or the specimen. Full interpretation is given in the diagnostic section above.

Is BSA or casein better for blocking non-specific binding?

Neither is universally better. Casein is a phosphoprotein with an amphiphilic, partly disordered structure, which lets it cover hydrophobic and hydrophilic surfaces more completely than BSA in many high-sensitivity sandwich assays. The trade-off is that native casein can carry endogenous alkaline phosphatase activity, so it is unsuitable for AP-based detection unless a phosphatase-free grade is used. BSA is the lower-cost, broadly compatible default. Confirm the choice by titrating both on your own assay rather than selecting on specification alone.

Can dried protein stabilizers prevent non-specific binding?

Yes. In dried formats the stabilizer and the blocker become the same reagent: the protein matrix that preserves the immobilized reagent's conformation during drying also covers the surface sites that would otherwise adsorb later reagents. UPST and PFPS are applied to coated plates, tubes, or strips before drying, and their blocking performance is sufficient to replace a separate blocking step in most dried-format workflows.

Why does background rise as a conjugate ages?

Antibody and enzyme conjugates aggregate progressively in plain buffer. Aggregates present several binding surfaces at once, so they attach to the plate and to one another with far higher avidity than the monomeric form, and the result is a background that drifts upward over shelf life. Diluting the conjugate into a dedicated stabilizer instead of plain buffer is the standard remedy; if the drift has already appeared in a released lot, the reagent should be reformulated rather than re-blocked.

Need Help Identifying the NSB Mechanism in Your Assay?

Send us your control-panel results and assay format. Our application team will identify whether the background originates at the surface or in the sample, and recommend the reagent combination to test first.

Explore Products        Contact Us      

About Durastab: Durastab Medtech Co., Ltd. is a professional IVD raw materials manufacturer headquartered in Shenzhen, China, producing ELISA and CLIA substrates, enzyme and antibody stabilizers, blocking buffers, noise eliminators and blockers, and preservatives for diagnostic reagent manufacturers worldwide. Learn more at en.durastab.com.

Written and reviewed by the Durastab Application Team, Durastab Medtech Co., Ltd. ISO 9001-certified manufacturing, Shenzhen. Last updated 15 October 2026.

References

  1. Boscato LM, Stuart MC. Heterophilic antibodies: a problem for all immunoassays. Clin Chem. 1988;34(1):27–33. PMID 3338181.

  2. Kricka LJ. Human anti-animal antibody interferences in immunological assays. Clin Chem. 1999;45(7):942–956. PMID 10388468.

  3. Levinson SS, Miller JJ. Towards a better understanding of heterophile (and the like) antibody interference with modern immunoassays. Clin Chim Acta. 2002;325(1-2):1–15. PMID 12367762.

  4. Tate J, Ward G. Interferences in immunoassay. Clin Biochem Rev. 2004;25(2):105–120. PMID 18458713.

  5. Ward G, Simpson A, Boscato L, Hickman PE. The investigation of interferences in immunoassay. Clin Biochem. 2017;50(18):1306–1311. PMID 28847718.

  6. Steinitz M. Quantitation of the blocking effect of Tween 20 and bovine serum albumin in ELISA microwells. Anal Biochem. 2000;282(2):232–238. PMID 10873278.

← Back to Troubleshooting
Related Reading

Leave Your Message

If you have any suggestions or question for us.Please contact us.

CTA illustration
CTA illustration

Your All-Around Partner
- 360°

DuraStab products

Committed to providing excellent ready-to-use reagent solutions to global advanced medical diagnostic companies.

Send Request
We use cookie to improve your online experience. By continuing to browse this website, you agree to our use of cookie.

Cookies

Please read our Terms and Conditions and this Policy before accessing or using our Services. If you cannot agree with this Policy or the Terms and Conditions, please do not access or use our Services. If you are located in a jurisdiction outside the European Economic Area, by using our Services, you accept the Terms and Conditions and accept our privacy practices described in this Policy.
We may modify this Policy at any time, without prior notice, and changes may apply to any Personal Information we already hold about you, as well as any new Personal Information collected after the Policy is modified. If we make changes, we will notify you by revising the date at the top of this Policy. We will provide you with advanced notice if we make any material changes to how we collect, use or disclose your Personal Information that impact your rights under this Policy. If you are located in a jurisdiction other than the European Economic Area, the United Kingdom or Switzerland (collectively “European Countries”), your continued access or use of our Services after receiving the notice of changes, constitutes your acknowledgement that you accept the updated Policy. In addition, we may provide you with real time disclosures or additional information about the Personal Information handling practices of specific parts of our Services. Such notices may supplement this Policy or provide you with additional choices about how we process your Personal Information.


Cookies

Cookies are small text files stored on your device when you access most Websites on the internet or open certain emails. Among other things, Cookies allow a Website to recognize your device and remember if you've been to the Website before. Examples of information collected by Cookies include your browser type and the address of the Website from which you arrived at our Website as well as IP address and clickstream behavior (that is the pages you view and the links you click).We use the term cookie to refer to Cookies and technologies that perform a similar function to Cookies (e.g., tags, pixels, web beacons, etc.). Cookies can be read by the originating Website on each subsequent visit and by any other Website that recognizes the cookie. The Website uses Cookies in order to make the Website easier to use, to support a better user experience, including the provision of information and functionality to you, as well as to provide us with information about how the Website is used so that we can make sure it is as up to date, relevant, and error free as we can. Cookies on the Website We use Cookies to personalize your experience when you visit the Site, uniquely identify your computer for security purposes, and enable us and our third-party service providers to serve ads on our behalf across the internet.

We classify Cookies in the following categories:
 ●  Strictly Necessary Cookies
 ●  Performance Cookies
 ●  Functional Cookies
 ●  Targeting Cookies


Cookie List
A cookie is a small piece of data (text file) that a website – when visited by a user – asks your browser to store on your device in order to remember information about you, such as your language preference or login information. Those cookies are set by us and called first-party cookies. We also use third-party cookies – which are cookies from a domain different than the domain of the website you are visiting – for our advertising and marketing efforts. More specifically, we use cookies and other tracking technologies for the following purposes:

Strictly Necessary Cookies
These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information.

Functional Cookies
These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly.

Performance Cookies
These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance.

Targeting Cookies
These cookies may be set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant adverts on other sites. They do not store directly personal information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising.

How To Turn Off Cookies
You can choose to restrict or block Cookies through your browser settings at any time. Please note that certain Cookies may be set as soon as you visit the Website, but you can remove them using your browser settings. However, please be aware that restricting or blocking Cookies set on the Website may impact the functionality or performance of the Website or prevent you from using certain services provided through the Website. It will also affect our ability to update the Website to cater for user preferences and improve performance. Cookies within Mobile Applications

We only use Strictly Necessary Cookies on our mobile applications. These Cookies are critical to the functionality of our applications, so if you block or delete these Cookies you may not be able to use the application. These Cookies are not shared with any other application on your mobile device. We never use the Cookies from the mobile application to store personal information about you.

If you have questions or concerns regarding any information in this Privacy Policy, please contact us by email at . You can also contact us via our customer service at our Site.