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

0800/246-5227 (toll-free number Germany)
00800/246-52277 (toll-free number Austria)

0800/246-5229 (toll-free number Germany)


Packaging, Shipping & Delivery

How are NEB products shipped?

Instead of the usual insulating boxes made of polystyrene, we use sustainable and environmentally friendly shipping boxes with ecological insulation made of straw or hemp and cooling packs. The NEB Eco-Box shows an equally reliable and excellent insulation performance as polystyrene boxes and guarantee the necessary cooling of our products during transport. Some products (e.g. competent E. coli cells) require shipping at -70°C, which we ensure by using dry ice.

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 17,50 EUR include shipping and container charges to anywere in Germany.
For orders 300 EUR and over (net): No charge. The shipping charges to Austria are 25 EUR for orders up to 350 EUR.

NEB does not charge any additional cost, nor dry-ice or any other handling fee!

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.

Do I have to store NEB products at exactly the temperature indicated on the package?

No, NEB products can be stored at the temperature ranges indicated below without loss of function:

Specified storage temperature
Room temperature/25°C
4 °C
-20 °C
-80 °C
Acceptable storage temperature range
20°C to 25°C
2°C to 8°C
-10°C to -25°C
-70°C to -90°C

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