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FAQs

General

Orders

Technical Support

Products

Contact us

New Products & Specials

 


General

 

Who is NEB?

New England Biolabs, Inc. (NEB) is a biotech established in the mid 1970's in Ipswich, Massachusetts. Created "by scientists for scientists", NEB has become the industry leader in the discovery and production of enzymes for molecular biology applications and now also offers the largest selection of recombinant and native enzymes for genomic research.

NEB Australia is the eighth subsidiary of NEB Inc. Established in 2019, the NEB office in Notting Hill, Victoria is the home-base for our team of scientists who provide local customer service and technical support.

From our founding principles – placing the advancement of science and the stewardship of the environment as our highest priorities – to our unique corporate culture, NEB’s philosophy can be distilled down to three core values: passion, humility and being genuine

Click here to learn more about NEB

 

What does NEB offer?

NEB is best known for its expertise in the discovery, development, and production of enzymes for molecular biology applications. However, we now also offer the largest selection of recombinant and native enzymes for genomic research.

NEB continues to expand product offerings into areas related to PCR, gene expression, sample preparation for Next Generation Sequencing, synthetic biology, glycobiology, epigenetics and RNA analysis (click here to learn more). We are also invested in strengthening alliances that enable new technologies to reach key market sectors, including molecular diagnostics development.

 

Why is NEB opening an office in Australia?

The NEB Australia office is opening in July 2019; however, we are no strangers to the Australian scientific community. For almost 40 years, NEB has been available to scientists in Australia through its distribution partner, Genesearch Pty Ltd. In recent years, significant developments in the molecular biology space – particularly in genome editing, Next Generation Sequencing, and synthetic biology – combined with growing customer demand, have supported the decision for NEB to establish a direct presence in Australia. Consequently, NEB Australia was launched to facilitate a higher level of customer service direct from the NEB Australia team, to host local stockholding for faster delivery, and to offer competitive pricing.

 

Where is NEB Australia?

The NEB Australia office is located at 22/270 Ferntree Gully Road, Notting Hill, VIC 3168.

 

What advantages does NEB Australia present for researchers?

The opening of the NEB office in Australia brings with it 3 key advantages.

  1. Dedicated local support. NEB Australia has a team covering customer service, product advice, technical support, and application consultation.

  2. Fast delivery. We have a fully-stocked warehouse which means that orders received will be delivered within 2 business days. In fact, in most cases, we anticipate next-day or even same-day delivery!

  3. Competitive pricing. Going direct instead of through a distributor reduces company overheads. NEB shares these savings with you.

 

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Orders

 

How do I open an account with NEB?

To register NEB as a vendor at your institute, please have your procurement department contact us by phone on 1800 934 218 or by email to info.au@neb.com

 

How do I order from NEB?

There are several ways you can order from us including by purchase order, credit card order, webstore, over the phone, or via the Genesearch e.Freezer.

Purchase orders by email

Please send your PO to info.au@neb.com

Purchase orders by phone

Please contact us on 1800 934 218

Credit card orders by phone

Please contact us on 1800 934 218

NEB webstore orders

Please register for an account at www.nebiolabs.com.au/account/create-account

We will send you a follow-up email to confirm your details and then you’ll be ready to shop!

Genesearch e.Freezer orders

If you are an existing Genesearch e.Freezer user, you can continue to use this system, however, there will be some changes. Click here to find out more.

 

How does NEB ensure credit card details are secure?

NEB does not store customer credit card data. Instead, your credit card details are encrypted into what is referred to as a token. This token can be only be used by NEB to charge your credit card.

 

When will I receive my order?

In most cases, your product(s) will arrive within 2 business days from receipt of order. If your item is on backorder, we will endeavour to provide you with regular status updates.

If you have any questions, please contact us by phone on 1800 934 218 or by email to info.au@neb.com

 

Do NEB have stock in Australia?

Yes, the NEB Australia office has a fully-stocked warehouse. This means that your product(s) ship to you locally for faster turnaround times.

 

Help! I ordered the wrong product. What do I do?

Please contact us by phone on 1800 934 218 or by email to info.au@neb.com

 

How do I cancel an order?

Please contact us by phone on 1800 934 218 or by email to info.au@neb.com

 

Can I still use the Genesearch e.Freezer to order NEB products?

You can continue to use the Genesearch e.Freezer system to order NEB products. However, the order will be handled, dispatched and invoiced by NEB. Consequently, there will be a few changes:

  1. Product availability will no longer be shown on the Genesearch online catalogue.

  2. Invoices for orders of NEB products via the Genesearch e.Freezer will come from NEB. This means that if you submit an order for NEB along with products from other suppliers distributed through the e.Freezer e.g. Cell Signaling Technology, you will receive two invoices, one from Genesearch and one from NEB.

  3. To enable free into store delivery, Genesearch e.Freezer orders will be consolidated and shipped to the freezer weekly.If your order is urgent, please contact us on 1800 934 218 to facilitate expediated delivery.

  4. If there is a PO number associated with your Genesearch e.Freezer smartcard, you may need to obtain a new NEB specific PO number from your procurement department. Please provide this new NEB PO number to Genesearch so they can add this to your smartcard for NEB orders.

 

Can I still use my Genesearch web account to order NEB products on the Genesearch website?

From 1st July 2019 you will not be able to use your web account to purchase NEB products through Genesearch, however, you will be able to register directly with NEB on our website where you can place orders for any NEB products at www.nebiolabs.com.au

If you have a smartcard account for the e.Freezer you will still be able to use your smartcard to order NEB products through the Genesearch website.

 

Can I still use Genesearch to order NEB products using a purchase order?

From 1st July 2019, Genesearch will not process purchase orders for NEB products. To continue ordering NEB products using a purchase order, please ask your procurement department to set-up NEB as a vendor in their system and issue a new purchase order. For further assistance, please contact us by phone on 1800 934 218. Please note that Genesearch e.Freezer orders are exempt.

 

I ordered through the Genesearch e.Freezer, when will my product(s) arrive?

NEB products ordered through the Genesearch e.Freezer will be consolidated and shipped to your freezer weekly. Please contact your e.Freezer coordinator to find out which day your e.Freezer receives its NEB order. You can also contact us by phone on 1800 934 218 or by email to info.au@neb.com

 

I ordered through the Genesearch e.Freezer, why do I have an invoice from NEB?

Orders of NEB products though the Genesearch e.Freezer are handled, dispatched and invoiced by NEB. If you have any questions, please contact us by phone on 1800 934 218b or by email to info.au@neb.com

Can I get a formal quote?

All pricing is available on our website at www.nebiolabs.com.au, however, if you require a formal quote, please contact us by phone on 1800 934 218 or by email to info.au@neb.com

 

What are the freight charges?

Standard shipment for orders < $300 AUD will incur a freight charge of $35. This charge is waived for orders > $300 AUD. For products which require shipment on dry ice there is an additional charge of $30.

Order Value

Freight charge

Dry ice charge
if applicable

< $300 AUD

$35

$65

$300 AUD +

FREE

$30

 

I’ve spent over $300, why is there a $30 dry ice surcharge?

It is likely that your order includes products that need to be shipped on dry ice e.g. competent cells. While standard shipping is always free for orders with a value of $300 AUD or over, products which require shipment on dry ice incur an additional surcharge of $65 AUD for orders with a value under $300 AUD or $30 for orders with a value of $300 AUD or over.

Order Value

Freight charge

Dry ice charge
if applicable

< $300 AUD

$35

$65

$300 AUD +

FREE

$30

 

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Technical Support

 

My product doesn’t work, help!?

All NEB products meet strict quality control and validation standards. If you encounter issues with your product, please contact us by phone on 1800 934 218 (option 1) or by email to techsupport.au@neb.com

 

My kit arrived but a component is missing?

We are sorry for the inconvenience, to help us resolve the problem as quickly as possible, please contact us by phone on 1800 934 218 or by email to info.au@neb.com

 

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Products

 

What applications do NEB products support?

Here are the links to the key applications for which NEB provide solutions:

Cloning & Synthetic Biology

DNA Amplification, PCR and qPCR

Genome Editing

RNA Analysis

Library Preparation for Next Generation Sequencing

Epigenetics

Protein Expression & Purification

Protein Analysis & Tools

Glycobiology & Proteomics

Cellular Analysis

To find out more about NEB supported applications and products, please contact us by phone on 1800 934 218 (option 1) or by email to techsupport.au@neb.com

 

Can NEB customise a product for me?

We understand that sometimes a product is not quite right for what you want to achieve. We are happy to discuss custom solutions including larger pack-sizes, different concentrations, and custom formulations. To get the conversation started, please contact us by phone on 1800 934 218 or by email to info.au@neb.com

 

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Contact us

 

How do I contact NEB Australia?

General enquiries

Phone: (03) 9069 300

Toll Free: 1800 934 218, option 2

Email: info.au@neb.com

Ordering

Phone: (03) 9069 300

Toll Free: 1800 934 218, option 2

Email: info.au@neb.com

Technical support and product advice

Phone: (03) 9069 300

Toll free: 1800 934 218, option 1

Email: techsupport.au@neb.com

Physical address

The NEB Australia office is located at 22/270 Ferntree Gully Road, Notting Hill, VIC 3168.

 

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New Products & Specials

 

How do I stay up-to-date on the latest products and specials from NEB?

NEB distributes a monthly e-newsletter. Subscribe to our e-mailing list here at www.nebiolabs.com.au/forms/newsletters

You can also connect with NEB on social media:

Subscribe to our YouTube channel: https://www.youtube.com/user/nebiolabs/

Connect with us on LinkedIn: https://www.linkedin.com/company/new-england-biolabs/

Follow us on Facebook: https://www.facebook.com/NEBiolabs/

Tweet with @NEBiolabs on Twitter: https://twitter.com/NEBiolabs

Like us on Instagram: https://www.instagram.com/nebiolabs/

 

Where can I get a copy of the NEB catalogue?

Most NEB literature including the NEB catalogue is available to download online at https://www.nebiolabs.com.au/support/catalog-and-literature-request

However, if you would like hard copy of the catalogue, we will be happy to drop one off to you. Please contact us by phone on 1800 934 218 or by email to info.au@neb.com

 

I’m setting up a new lab, do you offer any new lab discounts?

Congratulations on getting your own lab! To help you and your team get started, NEB offer a new lab discount – please contact us at info.au@neb.com so that we can qualify your request and help you get set up!

 

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