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.
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 (firstname.lastname@example.org) or by telephone (+44 1865 595230)
Which payment methods do you accept?
We can accept payment by credit card (Visa, MasterCard or American Express), or by bank transfer. We prefer not to receive payment by check.
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.
What temperature will my product be shipped at?
This depends on your product, so please contact us for specific details, or see details during the on-line ordering process.
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 recommend that some of our products are shipped on dry ice. In most cases we use FedEx for these shipments, and recommend their Priority Alert + service, which offers dry ice replenishment if there are delays due to customs processes. Please be aware that this service is not available in all countries, and in all cities even in the USA and Europe.
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?
Some of our products are shipped at ambient temperature. We only do this where we have sufficient data to show that the products will be stable for the expected transit time.
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?
Yes, in most cases.
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
|UNITED KINGDOM – SHIPPING||£18||€25||$28|
|EUROPEAN UNION – SHIPPING||£45||€63||$70|
|UNITED STATES – SHIPPING||£45||€63||$70|
|REST OF THE WORLD – SHIPPING||£69||€97||$110|
|DRY ICE SUPPLEMENT||£61||€85||$95|
|PA PLUS SUPPLEMENT||£50||€70||$78|
I am in the USA - please explain TSCA documentation to me
Under the Toxic Substances Control Act (TSCA), The US Environmental Protection Agency (EPA) requires newly manufactured or imported chemicals to be on the TSCA inventory.. Inventory listing is accomplished through submission of a Premanufacture Notification (PMN) to the EPA. There are some narrow exceptions which allow the use of unlisted substances to be used exclusively for research and development (R&D) activities. These activities must be conducted under the provisions of the R&D exemption found in 40 CFR 720.36. PLEASE BE ADVISED THAT THE PRODUCT(S) YOU ARE PURCHASING FROM THE NATIVE ANTIGEN COMPANY MAY CONTAIN INGREDIENTS THAT ARE NOT ON THE TSCA INVENTORY. We claim R&D exemption status under TSCA for all products, unless otherwise marked, including those labeled “Research Use Only” or “RUO”. This labeling means that you may only use the products exclusively for research and development (R&D) activities.
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?
We are pleased to offer discounts for bulk orders. Please contact us to discuss your requirements, and we will work with you to provide the best possible pricing.
Can I get a formal quotation for my institute?
Of course, just let us know what you need and we will prepare a quotation for you.
Will your product work in my application?
Our products are tested in standard techniques wherever possible, but it is impossible for us to test each product in every possible scientific 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?
Of course, we hope that you won’t have any problems with our products, but please be assured that we will do our very best to assist if things do not work out as you might have expected.
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.