We have compiled a list of the most frequently asked questions regarding the ordering process, turnaround times, and delivery details. If you have any questions or need more details, please don’t hesitate to contact us.

About Ordering

Q: What is the process for setting up an account to place orders?

A: Setting up an account is a simple process. We will create your account when your first order is placed. To begin, please provide a billing and shipping information. This is most easily done by filling our Customer Information Form.
Please be advised that we reserve the right to deny credit to any customer at any time. If you have any questions or need assistance with the setup, our team is here to guide you through the process.

Q: Could you offer a Proforma Invoice?

A: Certainly. We are pleased to provide proforma invoices upon request.

Q: When is payment due when placing an order?

A: For most customers, payment is due 30 days after shipment. However, for certain cases, such as orders from non-EU customers, prepayment is required. Prepayment is required to helps us offer competitive pricing for custom products and services while minimizing financial risks, ultimately benefiting both our company and customers.

If you have any questions about your payment terms, please contact us.

About Delivery

Q: I’m a bit surprised by your turnaround time. I thought it would be faster.

A: The short answer is… Quality takes time—especially when it comes to producing highly modified oligonucleotides consistently.
We’ve developed meticulous protocols specifically designed for making highly modified oligos. These protocols demand a great deal of precision and attention to detail, and much of the process is performed manually to ensure the highest level of success and reliability.

If you’d like to know more about how we work or what our timeline looks like, we’re happy to discuss it further.

Q: How do you ensure products are ready for shipping?

A: Every product goes through a thorough review by our quality assurance specialists before shipping. They verify that all quality systems were followed and that the product meets all required specifications. 
For TRImer oligos, all modified oligos, as well as diagnostic and therapeutic oligos, we run mass spectrometry (MS) checks on every batch. For other oligos, we conduct random quality control checks using MS to make sure they’re meeting our high standards.   

Q: How do you ship and how much is the delivery cost?

A: We ship via FedEx Priority, which guarantees delivery by 10:30 am the following business day to most locations.
For orders over €1000, shipping is included!
For smaller orders:
Within Germany: Shipping costs €15.
Within the EU zone: Shipping costs €25.
International and non-EU zones: Shipping costs may vary due to customs fees and additional charges. Please contact us for a personalized quote.

Q: How will my oligos be shipped?

A: By default, our oligonucleotides are shipped as lyophilized solids at room temperature, as they remain stable during transit. However, once you receive your order, they should be stored at –20°C for optimal preservation. As additional service, we can dissolve your oligos in water or buffer at the required concentration. Upon request, we can also ship your order on dry ice or with a gel pack to maintain stability during transit. 
All products are carefully packaged in a Mylar envelope with a reflective surface. This envelope can be used for storage and is ideal for protecting light-sensitive dye-labeled oligos. 

Upon receival

Q: I have received a dry oligo, but the tube appears empty. Is this normal?

A: Most oligos are clear and colorless, so it is likely that what you are seeing is a thin film or residue on the walls of the tube. During shipping, the oligo pellet may shift or adhere to the tube walls, making it less visible.
To ensure you recover all of the oligo:
Gently spin the tube in a microcentrifuge for a few seconds to bring any material to the bottom. When resuspending, pipette the resuspension medium along the sides of the tube to collect any oligo that might have stuck to the walls. This careful approach will help you collect all of the oligo.