FAQ / Help

General Questions

How to contact NEB?

Our contact details can be found here.

How can I place an order?

You can place your order online, or you can contact us at:

New England Biolabs GmbH
Brüningstr. 50 Geb. B852
65926 Frankfurt am Main

Tel.:
0800/246-5227 (toll-free number Germany)
00800/246-52277 (toll-free number Austria)
+49-69-305-23140

Fax.:
0800/246-5229 (toll-free number Germany)
+49-69-305-23149

Email:
orders.de@neb.com

Packaging, Shipping & Delivery

How are NEB products shipped?

For optimal shipping conditions we use customized cool packs, that guarantee the necessary cooling during transport, if necessary, and ship out products in styrofoam boxes.

Please note: Please store all products as indicated on the datasheet (i.e. -70°C, -20°C, +4°C or RT), regardless of the temperature they were shipped at.

For further information on our shipping policy please click here.

How high are the shipping charges?

The shipping charges of 12,50 EUR include shipping and container charges to anywere in Germany.
For orders 250 EUR and over (net): No charge. The shipping charges to Austria are 20 EUR for orders up to 350 EUR.

Does NEB ship to home addresses?

No. Because of the nature of the goods we sell we can only ship to institutional or business addresses.

Product related Questions

I received the wrong or a damaged product.

If you received another product than you’ve ordered, of if the product was delivered damaged, please contact us.

The performance of the product I use is not as expected.

If you are not satisfied with the performance of one of our products, please contact our technical customer support.

Further information can be found in our Technical Resources section or at neb.com. Information on trademarks can be found here.