{"id":2388,"date":"2015-04-24T08:42:11","date_gmt":"2015-04-24T08:42:11","guid":{"rendered":"http:\/\/www.neb-online.de\/?page_id=2388"},"modified":"2023-08-31T13:29:21","modified_gmt":"2023-08-31T11:29:21","slug":"faq-help","status":"publish","type":"page","link":"https:\/\/www.neb-online.de\/en\/faq-help\/","title":{"rendered":"FAQ \/ Help"},"content":{"rendered":"

[vc_row bwd_show_when_type=”before” bwd_show_when_date=”01\/01\/2023 01:00″ bwd_tbc4vd_show_weekday=””][vc_column][vc_column_text]<\/p>\n

General Questions<\/span><\/h2>\n

[\/vc_column_text][vc_toggle title=”How to contact NEB?” style=”round_outline” color=”orange”]Our contact details can be found\u00a0here<\/a>.[\/vc_toggle][vc_toggle title=”How can I place an order?” style=”round_outline” color=”orange”]You can place your order\u00a0online<\/a>, or you can\u00a0contact us at:<\/p>\n

New England Biolabs GmbH
\n<\/strong>Br\u00fcningstr. 50 Geb. B852
\n65926 Frankfurt am Main<\/p>\n

Tel.:
\n0800\/246-5227<\/strong>\u00a0(toll-free number Germany)
\n00800\/246-52277<\/strong>\u00a0(toll-free number Austria)
\n+49-69-305-23140<\/strong><\/p>\n

Fax.:
\n0800\/246-5229\u00a0<\/strong>(toll-free number Germany)
\n<\/strong>+49-69-305-23149<\/strong><\/p>\n

Email:
\norders.de@neb.com<\/a>[\/vc_toggle][vc_column_text css=”.vc_custom_1432292338527{padding-top: 30px !important;}”]<\/p>\n

Packaging, Shipping & Delivery<\/span><\/h2>\n

[\/vc_column_text][vc_toggle title=”How are NEB products shipped?” style=”round_outline” color=”orange”]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<\/em> cells) require shipping at -70\u00b0C, which we ensure by using dry ice.<\/p>\n

Please note:\u00a0<\/strong>Please store all products as indicated on the datasheet\u00a0(i.e. -70\u00b0C, -20\u00b0C, +4\u00b0C or RT), regardless of the temperature they were shipped at.<\/p>\n

For further information on our shipping policy please click here<\/a>.[\/vc_toggle][vc_toggle title=”How high are the shipping charges?” style=”round_outline” color=”orange”]The shipping charges of 17,50 EUR include shipping and container charges to anywere in Germany.
\nFor orders 250 EUR and over (net): No charge. The shipping charges to Austria are 22 EUR for orders up to 350 EUR.<\/p>\n

NEB does not charge any additional cost, nor dry-ice or any other handling fee![\/vc_toggle][vc_toggle title=”Does NEB ship to home addresses?” style=”round_outline” color=”orange”]No.\u00a0Because of the nature of the goods we sell we can only ship to institutional or business addresses.[\/vc_toggle][vc_column_text css=”.vc_custom_1432292350363{padding-top: 30px !important;}”]<\/p>\n

Product related Questions<\/span><\/h2>\n

[\/vc_column_text][vc_toggle title=”I received the wrong or a damaged product.” style=”round_outline” color=”orange”]If you received another product than you\u2019ve ordered, of if the product was delivered damaged, please\u00a0contact us<\/a>.[\/vc_toggle][vc_toggle title=”The performance of the product I use is not as expected.” style=”round_outline” color=”orange”]If you are not satisfied with the performance of one of our products, please contact our\u00a0technical customer support<\/a>.[\/vc_toggle][vc_toggle title=”Do I have to store NEB products at exactly the temperature indicated on the package?” style=”round_outline” color=”orange”]No, NEB products can be stored at the temperature ranges indicated below without loss of function:<\/p>\n\n\n\n
Specified storage temperature
\nRoom temperature\/25\u00b0C
\n4 \u00b0C
\n-20 \u00b0C
\n-80 \u00b0C<\/td>\n		<\/td>\nAcceptable storage temperature range
\n20\u00b0C to 25\u00b0C
\n2\u00b0C to 8\u00b0C
\n-10\u00b0C to -25\u00b0C
\n-70\u00b0C to -90\u00b0C<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

[\/vc_toggle][\/vc_column][\/vc_row][vc_row bwd_show_when_type=”after” bwd_show_when_date=”01\/01\/2023 01:00″ bwd_tbc4vd_show_weekday=””][vc_column][vc_column_text]<\/p>\n

General Questions<\/span><\/h2>\n

[\/vc_column_text][vc_toggle title=”How to contact NEB?” style=”round_outline” color=”orange”]Our contact details can be found\u00a0here<\/a>.[\/vc_toggle][vc_toggle title=”How can I place an order?” style=”round_outline” color=”orange”]You can place your order\u00a0online<\/a>, or you can\u00a0contact us at:<\/p>\n

New England Biolabs GmbH
\n<\/strong>Br\u00fcningstr. 50 Geb. B852
\n65926 Frankfurt am Main<\/p>\n

Tel.:
\n0800\/246-5227<\/strong>\u00a0(toll-free number Germany)
\n00800\/246-52277<\/strong>\u00a0(toll-free number Austria)
\n+49-69-305-23140<\/strong><\/p>\n

Fax.:
\n0800\/246-5229\u00a0<\/strong>(toll-free number Germany)
\n<\/strong>+49-69-305-23149<\/strong><\/p>\n

Email:
\norders.de@neb.com<\/a>[\/vc_toggle][vc_column_text css=”.vc_custom_1432292338527{padding-top: 30px !important;}”]<\/p>\n

Packaging, Shipping & Delivery<\/span><\/h2>\n

[\/vc_column_text][vc_toggle title=”How are NEB products shipped?” style=”round_outline” color=”orange”]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<\/em> cells) require shipping at -70\u00b0C, which we ensure by using dry ice.<\/p>\n

Please note:\u00a0<\/strong>Please store all products as indicated on the datasheet\u00a0(i.e. -70\u00b0C, -20\u00b0C, +4\u00b0C or RT), regardless of the temperature they were shipped at.<\/p>\n

For further information on our shipping policy please click here<\/a>.[\/vc_toggle][vc_toggle title=”How high are the shipping charges?” style=”round_outline” color=”orange”]The shipping charges of 17,50 EUR include shipping and container charges to anywere in Germany.
\nFor orders 300 EUR and over (net): No charge. The shipping charges to Austria are 25 EUR for orders up to 350 EUR.<\/p>\n

NEB does not charge any additional cost, nor dry-ice or any other handling fee![\/vc_toggle][vc_toggle title=”Does NEB ship to home addresses?” style=”round_outline” color=”orange”]No.\u00a0Because of the nature of the goods we sell we can only ship to institutional or business addresses.[\/vc_toggle][vc_column_text css=”.vc_custom_1432292350363{padding-top: 30px !important;}”]<\/p>\n

Product related Questions<\/span><\/h2>\n

[\/vc_column_text][vc_toggle title=”I received the wrong or a damaged product.” style=”round_outline” color=”orange”]If you received another product than you\u2019ve ordered, of if the product was delivered damaged, please\u00a0contact us<\/a>.[\/vc_toggle][vc_toggle title=”The performance of the product I use is not as expected.” style=”round_outline” color=”orange”]If you are not satisfied with the performance of one of our products, please contact our\u00a0technical customer support<\/a>.[\/vc_toggle][vc_toggle title=”Do I have to store NEB products at exactly the temperature indicated on the package?” style=”round_outline” color=”orange”]No, NEB products can be stored at the temperature ranges indicated below without loss of function:<\/p>\n\n\n\n
Specified storage temperature
\nRoom temperature\/25\u00b0C
\n4 \u00b0C
\n-20 \u00b0C
\n-80 \u00b0C<\/td>\n		<\/td>\nAcceptable storage temperature range
\n20\u00b0C to 25\u00b0C
\n2\u00b0C to 8\u00b0C
\n-10\u00b0C to -25\u00b0C
\n-70\u00b0C to -90\u00b0C<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

[\/vc_toggle][\/vc_column][\/vc_row][vc_row][vc_column][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_row bwd_show_when_type=”before” bwd_show_when_date=”01\/01\/2023 01:00″ bwd_tbc4vd_show_weekday=””][vc_column][vc_column_text] General Questions [\/vc_column_text][vc_toggle title=”How to contact NEB?” style=”round_outline” color=”orange”]Our contact details can be found\u00a0here.[\/vc_toggle][vc_toggle title=”How can I place an order?” style=”round_outline” color=”orange”]You can place your order\u00a0online, or you can\u00a0contact us at: New England Biolabs GmbH Br\u00fcningstr. 50 Geb. B852 65926 Frankfurt am Main Tel.: 0800\/246-5227\u00a0(toll-free number Germany) 00800\/246-52277\u00a0(toll-free number Austria)… Read more »<\/a><\/p>\n","protected":false},"author":16,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"open","ping_status":"closed","template":"page-sidebar.php","meta":{"footnotes":""},"class_list":["post-2388","page","type-page","status-publish","hentry"],"yoast_head":"\nFAQ \/ Help - New England Biolabs GmbH<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.neb-online.de\/en\/faq-help\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"FAQ \/ Help - New England Biolabs GmbH\" \/>\n<meta property=\"og:description\" content=\"[vc_row bwd_show_when_type=”before” bwd_show_when_date=”01\/01\/2023 01:00″ bwd_tbc4vd_show_weekday=””][vc_column][vc_column_text] General Questions [\/vc_column_text][vc_toggle title=”How to contact NEB?” style=”round_outline” color=”orange”]Our contact details can be found\u00a0here.[\/vc_toggle][vc_toggle title=”How can I place an order?” style=”round_outline” color=”orange”]You can place your order\u00a0online, or you can\u00a0contact us at: New England Biolabs GmbH Br\u00fcningstr. 50 Geb. 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