Frequently Asked Questions(FAQs)
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Q: How to place an order?
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A: Please refer to How
to Order?.
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Q: How to pay?
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A: Please refer to How to
pay?.
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Q: Through which ways does NovoPro receive payment? Will you take credit card?
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A: Yes, NovoPro accepts bank transmission, credit-card payment.
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Q: How may I make an order?
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A: You can submit order through 'Inquiry' or 'online chat' parts of the NovoPro website,
Emails and phone calls will also be welcome. Either way you prefer to contact us, our tech support will
confirm your requests through Emails.
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Q: May I get a discount of my order?
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A: Normally Yes, our account manager will give you a level of discount depends on the order value, promotion
events and your actual requirements. Please contact us to get a quote.
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Q: In which ways does NovoPro provide customer service after delivery?
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A: Customers' success is our mission. For any questions of our products or services, please contact our
tech support. If we did not meet our validation criteria or guarantees of quality, you can ask a special
discount, other products or full refund.
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Q: What if the customize products do not work properly?
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A: For gene synthesis and peptide synthesis, we guarantee 100% accuracy of delivery, otherwise you will get
full refund. For custom antibody production, we can promise to reach a top level affinity standard, if it is
not, we will refund all the payment. However to some applications, we do not guarantee the end-use success
of each project.
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Q: What about the customs duties for oversea customers?
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A: All of our quote will only include local tax. The customs duties may depends on the rules of destination
countries, NovoPro will make clear descriptions of our products and provide any help necessary.
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Q: How much is the shipping cost?
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A: NovoPro has close collaborations with DHL International. For East Asia, Southeast Asia, Oceania, European, and North American customers, the shipping cost is 49 USD. For other regions, please contact us first. Please note: FedEx is not applicable.
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Q: How could you make sure a safe delivery?
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A: NovoPro will make tight seal package with dry ice or any media necessary for 7-day delivery. The quality
service of DHL and FedEx can also help us to control time and shipment safety. Based on our hundreds of
delivery experiences, we can 100% sure our products will arrive at your labs in perfect condition.