Frequently Asked Questions
If you have a question for us we may have answered it on the page below. If not please contact us, and we will respond in less than one business day.
Ordering
How can I order products from you?
You can order directly via our web-site, or by providing us with a formal purchase order by e-mail at NAC.Orders@LGCGroup.com or by telephone (+44 1865 595230)
Which payment methods do you accept?
Can I arrange a credit account?
We are usually happy to arrange 30 day credit terms for bona fide companies and institutions. Please note that we reserve the right to ask for payment in advance at our discretion, especially if you are a new customer.
What currencies can I order in?
We offer customers the option to purchase in GBP, USD or EUR.
Do you have a distributor in my country?
Possibly. Please see our distributor page for details of countries where we have appointed official distributors.
Shipping
What temperature will my product be shipped at?
Some of our products are shipped at ambient temperature and some on dry ice. Please see additional FAQs about these methods.
Please tell me about dry ice shipments?
We do make an additional shipping charge for dry ice shipments, which covers both the cost of the dry ice, and the additional weight of the package. There is a separate charge for the Priority Alert + service.
Dry ice shipments are not available to all countries. We will advise if this is the case, and discuss the best way to get products to you in such circumstances.
Please tell me about ambient temperature shipments?
If you prefer to have these products shipped on dry ice we can arrange this for you.
Can I use my own courier for shipping?
We will ship on your own courier account if you provide us with the necessary details. In this case we will not charge for shipping, but we may make a charge for handling, and for dry ice if it is required.
Please not that we cannot ship dry ice packages via DHL or UPS.
Do I need an import permit?
This depends on where the product is being shipped to. Most countries do not require permits for our products, and for regular destinations we are familiar with the shipping documentation that is required.
However, some countries do require specific import permits or declarations. We will notify you of this if we are aware of the requirements, but if we are shipping to your country for the first time we may ask for your assistance in obtaining the relevant details required for shipping to you.
How much will shipping cost?
This depends on your location, and if the product requires shipping at ambient temperature or to be kept on dry ice.
Our shipping charges are regionally defined, in the UK, Europe (EEC), North America and the Rest of the World as detailed below
| LOCATION/SERVICE | GBP | EUR | USD |
| UNITED KINGDOM – SHIPPING | £21 | €29 | $33 |
| EUROPEAN UNION – SHIPPING | £98 | €133 | $150 |
| UNITED STATES – SHIPPING | £98 | €133 | $150 |
| REST OF THE WORLD – SHIPPING | £173 | €230 | $265 |
| DRY ICE SUPPLEMENT | £75 | €105 | $115 |
| PA PLUS SUPPLEMENT | £50 | €70 | $78 |
| HANDLING | £29 | €41 | $46 |
I am in the USA - please explain TSCA documentation to me
It is very important to understand the activities that you are permitted to conduct under the R&D exemption. Failure to follow TSCA’s stipulations regarding the R&D exemption could result in substantial penalties. For informational purposes only, some of the requirements to qualify for the R&D exemption include:
- The material is used solely for R&D purposes.
- The activities must be conducted under the direct supervision of a technically qualified person, who can understand and relate the exposure risks associated with the material.
- Any unused material is disposed of according to local regulations.
Additional information and guidance can be obtained from the EPA publication, New Chemical Information Bulletin: Exemptions for Research and Development and Test Marketing. You can obtain this bulletin by calling the TSCA information Service (202) 554-1404.
For our products we supply a Material Safety Data Sheet (MSDS). Please review the MSDS for risks and handling precautions believed to be associated with this material. Electronic copies of our MSDSs can be found online.
Prices and quotations
Can I get a discount for a large order?
Can I get a formal quotation for my institute?
Our Quality Systems
Can I use The Native Antigen Company’s reagents to develop and manufacture IVD-marked devices?
Yes, all of our reagents are manufactured to ISO9001 standards, meeting the needs of customers using ISO13485 for the development and manufacture of IVD-marked medical devices. Traceable from manufacture through to delivery, our processes ensure a high level of confidence in the quality and reproducibility of products that we provide.
For more information on the sourcing of raw materials for IVD manufacture, see: ISO 13485:2016(en): Section 7.4.1; See our ISO page for more information on our certification.
Can I use The Native Antigen Company’s reagents as vaccines or therapeutics in humans?
No, our manufacturing processes and products are not GMP-certified, meaning that our products cannot be introduced into humans.
Technical questions
Will your product work in my application?
if you have a specific application in mind please contact us, and we will share any information that we have which may be of assistance.
There is a problem with my product - what can I do?
Please contact us with details of your problem, and we will review the information and offer relevant advice as quickly as possible. We may need to contact you to find out more, and we may undertake tests in our own laboratories to support you.
We are proud of the quality of our products, and will work to ensure that you are completely satisfied.