FAQBanner_1500x350_NZ_Bee_0720_lighter

FAQs

General

Orders

Technical Support

Products

Contact us

New Products & Specials

 


General

 

Who is NEB?

New England Biolabs, Inc. (NEB) was 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.

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 going direct-to-market in New Zealand?

NEB is facilitating direct sales and support in New Zealand from August 2020; however, we are no strangers to the New Zealand scientific community. NEB has been available to scientists in New Zealand through its distribution partner, Genesearch New Zealand 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 New Zealand. Our local NEB ANZ team will enable us to support you with an even greater level of customer service, dedicated technical support and overall more competitive pricing.

 

What advantages does NEB New Zealand present for researchers?

By going direct-to-market in New Zealand, NEB will be able to offer:

  1. Dedicated local support. Our local NEB ANZ team will provide sales, product, and technical support in your time zone to ensure you can get on with your research. The ANZ team includes our New Zealand based Field Account Manager, an ANZ Application Scientist specialising in Next-Generation Sequencing, Genome Editing and RNA Biology portfolios, and the ANZ operations team.

  2. Fast delivery. The NEB Australian subsidiary warehouse is based in Melbourne and carries full inventory of all NEB catalogue products. Orders for our New Zealand customers will be shipped each week on a Friday with an expected delivery to you by Monday or Tuesday the following week.

  3. Competitive pricing. Consolidation of business processes with our Australian operations allows us to streamline our global logistics and minimise our carbon footprint while also minimising costs. This will allow us to pass these savings onto our customers.

 

Back to the top.↑

 


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 0800 437 209 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 or over the phone.

Purchase orders by email
Please send your PO to [email protected]

Purchase orders by phone
Please contact us on 0800 437 209

Credit card orders by phone
Please contact us on 0800 437 209

 

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?

Orders for New Zealand will be shipped out from Melbourne weekly on a Friday with an expected delivery time of 3-5 days following dispatch. 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 0800 437 209 or by email to [email protected]

 

Do NEB have stock in New Zealand?

We do not have stockholding in New Zealand, however, the NEB Australia office, which will be supplying New Zealand, have a fully stocked warehouse where we hold at least 1 of every NEB product in stock.

 

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

Please contact us by phone on 0800 437 209 or by email to [email protected]

 

How do I cancel an order?

Please contact us by phone on 0800 437 209 or by email to [email protected]

 

Can I still order NEB Products through Genesearch or the e.Freezer program?

From Monday 3rd August 2020, NEB products will no longer be available through Genesearch or their e.Freezer program. We are continually working towards improved solutions to ensure fast product turnaround and minimal disruption to your research.

To order NEB products, please submit your order directly to NEB New Zealand. There are several ways you can order from us including by purchase order, credit card order or over the phone.

Purchase orders by email
Please send your PO to [email protected]

Purchase orders by phone
Please contact us on 0800 437 209

Credit card orders by phone
Please contact us on 0800 437 209

 

Can I get a formal quote?

We will have all pricing available on our website www.nebiolabs.co.nz however, this may not be immediately available from 3rd August 2020. In the interim, you can check pricing with us by phone on 0800 437 209 or by email to [email protected]. We are also happy to generate formal quotes upon request.

 

What are the freight charges?

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

Order Value

Freight charge

Dry ice charge
if applicable

< $300 NZD

$35

$30

$300+ NZD

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 NZD or over, products which require shipment on dry ice incur a surcharge of $30 NZD.

Order Value

Freight charge

Dry ice charge
if applicable

< $300 NZD

$35

$30

$300+ NZD

FREE

$30

 

Back to the top.↑

 


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 0800 437 209 or by email to [email protected]

 

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 0800 437 209 or by email to [email protected]

 

Back to the top.↑

 


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 0800 437 209 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 including larger pack-sizes, different concentrations, and custom formulations. To get the conversation started, please contact us by phone on 0800 437 209 or by email to [email protected]

 

Back to the top.↑

 


Contact us

 

How do I contact NEB New Zealand?

General enquiries
Phone: 0800 437 209
Email: [email protected]

Ordering
Phone: 0800 437 209
Email: [email protected]

Technical support and product advice
Phone: 0800 437 209
Email: [email protected]

 

Back to the top.↑

 


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.co.nz/NEBnews

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 on our Catalog and Literature Request page.

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 0800 437 209 or by email to [email protected]

 

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 offers a new lab discount – please contact us at [email protected] so that we can qualify your request and help you get set up!

 

Back to the top.↑