Frequently Asked Questions

Downloadable version of FAQ

Products

• How can I find products?
• What are biological reference materials?
• What are working standards?
• How many International Standards may I order?
• How are International Units defined?
• What is the expiry date of WHO and other biological reference materials?
• Are WHO Reference Materials suitable for ISO 15189 validation?
  
• 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?
• Can I place orders electronically or online?
• Order Forms for Biological Standards And Reference Materials?
• What is the contact point for placing an order?
• 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^oC. 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?