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Frequently Asked Questions
Frequently Asked Questions
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Frequently Asked Questions
Products
What are biological reference materials?
What are working standards?
What is the expiry date of WHO and other biological reference materials?
Can the online catalogue be made easier to use?
Can I see if products are in short supply?
Can contact details for appropriate individuals be included in the details for each product?
Can you supply glass knives for opening ampoules?
Instructions For Use (IFU’s)
Where can I find Instructions for Use - Data Sheets
Can more information on unitage and dilution of the material and the origin of materials be included in IFU’s?
Can I receive a Certificate of Analysis for the Lot Number of the product supplied?
Ordering
How can I place an order? What information is required?
Order Forms for Biological Standards And Reference Materials
What is the contact point for placing an order?
Can I place orders electronically?
What is an account number?
What is my NIBSC Account Number and password?
How long will it take before my order is dispatched?
Can I receive a prompt order confirmation?
Does NIBSC supply to organisations other than the end user?
Shipping
Do I need an import permit?
How are the materials dispatched and how much does this cost?
The standards that I have received are labelled 'store at -20
o
C. Why are they not dispatched at this temperature?
Can you supply a tracking number?
Can I use my own courier and courier account number?
Can I use my own customs broker to clear the shipment?
Can shipments be sent door to door?
Are dry ice shipments re-iced if delayed?
Can dry ice shipments be shipped on a Monday to allow time for customs clearance by Friday?
Can the financial invoice be included in the package?
Are documents placed on the outside of the package?
Can NIBSC provide more guidance on goods clearance, customs, and shipping requirements for each country?
Can NIBSC documentation be improved to speed up customs clearance?
Can my package be clearly labelled “For laboratory use” in my local language?
Can my package be marked with the lot number/catalogue number?
Can my package have the contact person details on the outside of the package?
Why do I have to pay taxes or duty on my shipment?
Payment
How much do the reference materials cost? What are the shipping costs?
How can I pay for my order?
Can I pay for my order by credit card?
Do National Control Authorities (Laboratories) pay charges?
Complaints
What do I do if there is a problem with my shipment?
How do I make a complaint / give feedback?
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