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FAQs

General

Orders

Sales & 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 (NEBA) 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.

 

NEB has an office in Australia!?!? Tell me more!

The NEB Australia (NEBA) office opened in July 2019; however, we are no strangers to the Australian scientific community. Significant developments in the molecular biology space – particularly in genome editing, Next Generation Sequencing, and synthetic biology – combined with growing customer demand, supported the decision for NEB to establish a direct presence in Australia. NEB Australia aims to back these needs by providing a higher level of customer service delivered by a local team, on-site stockholding for faster delivery, and competitive pricing.

In 2022, we will be further expanding our product offering by becoming an exclusive distributor for Cell Signaling Technology (CST). Founded in 1999, CST develops and produces antibodies, ELISA kits, ChIP kits, proteomic kits, and other related reagents used to study the cell signalling pathways that impact human health. All CST antibodies are rigorously validated in-house so you can be confident that your research is supported with products that are specific and consistent from lot-to-lot.

Where is NEB Australia?

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

 

Why should you purchase your molecular and cell biology reagents from NEB Australia? 

Our products are world-class, but we also offer so much more! We provide:

  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 [email protected]

 

How do I order from NEB?

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

Purchase orders by email

Please send your PO to [email protected]

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!

 

Can I use the same Purchase Order to order NEB and CST products?

Yes! From the 1st January 2022 you will be able to order both NEB and CST from NEB Australia. 

 

How do I use a Purchase Order on the NEB website?

You can use a PO raised for a specific order or a standing/open PO on the NEB website. Simply choose ‘Purchase Order’ as the payment type when you checkout and enter your PO number in the field provided. You do not need to attach the PO document. 

 

Does NEB have a freezer programme?

In 2021, NEB Australia launched the NEBnow Freezer. NEBnow provides convenient onsite access to the reagents critical to your research program’s discoveries. With customised inventory always within reach, NEBnow saves you time and resources by streamlining the procurement process. Click here to learn more about NEBnow

 

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 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 2-10 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 [email protected] and you have your Sales Order Number, PO number or Delivery number on hand.

 

Do NEB have stock in Australia?

Yes, the NEB Australia offices keeps all products in the NEB catalogue in stock. We will also hold the most popular Cell Signaling Technology products in stock for fast turnaround time.

 

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

Please contact us by phone on 1800 934 218 or by email to [email protected]

 

How do I cancel an order?

Please contact us by phone on 1800 934 218 or by email to [email protected]

 

How do I get a formal quote?

All pricing is available on our website at www.nebiolabs.com.au, however, if you need a formal quote, please contact our customer service team by phone on 1800 934 218 or by email to [email protected]

 

What are the freight and handling charges?

NEBA offers free shipping for all orders > $300 AUD. For orders < $300 AUD there is a freight charge of $35. An additional handling charge of $30 for any products that require shipment on dry ice e.g., competent cells.

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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Sales & Technical Support

 

How do I get in contact with my local rep?

NEB Australia have field account managers across Australia. To find your local contact, please visit our interactive map at www.nebiolabs.com.au/support/contact-information-for-anz-sales-inquiries-and-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 or by email to [email protected]

 

My kit arrived but it is incomplete or damaged, what do I do?

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 [email protected]

 

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Products

 

What applications do NEB products support?

NEB provides solutions for a range of application. Check out the links below to view relevant product offerings.

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 [email protected]

 

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, for both NEB and CST products, 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 [email protected]

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Contact us

 

How do I contact NEB Australia?

General enquiries

Toll Free: 1800 934 218, option 2

Email: [email protected]

Ordering

Toll Free: 1800 934 218, option 2

Email: [email protected]

Technical support and product advice

Toll free: 1800 934 218, option 1

Email: [email protected]

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New Products & Specials

 

How can I stay updated on the latest products and specials from NEB?

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

You can also connect with NEB on social media:

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

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

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

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

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

 

Where can I get a copy of the NEB catalogue?

Most NEB literature including the NEB catalogue is available for download or you can request a hard copy for mailout at www.nebiolabs.com.au/support/catalog-and-literature-request

 

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 complete our New Lab Discount Form so that we can qualify your request and help you get set up!

 

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