Frequently asked questions

Information about products, certificates of analysis, orders, delivery, storage and support.

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Products and intended use

Read the product specification and intended use before placing an order.

No. Novogin products are intended solely for laboratory, analytical or in vitro research. They are not medicines and are not intended for use in humans or animals, diagnosis or treatment.

Use the product specification, format and quantity required by your documented research protocol. Novogin can clarify published product information but does not recommend products for personal or medical use.

The format, concentration and handling requirements may vary by product. Check the individual product page, label and certificate of analysis before use. Do not assume that two formats have the same specifications.

No. Support is limited to information about products, orders and documentation. Novogin does not provide medical, diagnostic, dosing or treatment advice.

Quality and certificates of analysis

Use the batch number to find the relevant product documentation.

A Certificate of Analysis, or COA, contains test information for a specific sample or batch. A useful certificate identifies the material, batch number, test date, method and reported result.

Use the COA library and match the product and batch number to the label. Contact support before using the material if the corresponding report is unavailable.

Purity is a reported result for the tested sample, determined using the method stated in the laboratory report. Assess it alongside the product identity, batch number, test method and any stated limitations.

Include the full product name, format and batch number. A clear photograph of the label can help the support team find the correct report more quickly.

Orders and delivery

Information about order changes, tracking and delivery issues.

Shipping is free for orders over €100. Available delivery options are shown at checkout. See also our information about shipping and returns.

Available destinations and shipping costs are shown during the ordering process. Import requirements and restrictions on laboratory materials remain the customer's responsibility.

Tracking information is sent to the email address used for the order once the parcel has been prepared and accepted by the carrier. Check your spam folder before contacting support.

Contact support immediately and include your order number. A change may be possible before processing begins, but cannot be guaranteed once an order is being processed or has been dispatched.

Do not use the affected material. Photograph the outer packaging, shipping label and condition of the product, keep all packaging materials and contact support as soon as possible with your order number.

Storage and support

Follow the product documentation and include clear references when contacting support.

Follow the storage conditions on the product label, product page and accompanying documentation. Requirements may differ by product and format.

Do not use the material until the discrepancy has been resolved. Contact support with the product name and batch number, and attach photographs of the label and packaging.

We aim to respond to website enquiries within one working day. Investigating a batch or carrier issue may take longer, but support should acknowledge receipt of your enquiry.