The information below provides detailed support on ordering and submission issues. If you are looking for trouble shooting information (e.g. because you are unhappy with your results), please go to our trouble shooting area. Should you not find the answer to your question/problem here, please contact us and we will do our best to help.

Placing orders...

Customers must be registered before they can send samples to us. To register with us, please fill out our registration form (link at top of page). We will then set up an account for you and inform you that it is ready for you to use. Please note that we only accept requests for any of our products from people affiliated with a scientific research institution, biotechnology company, etc. We do not perform work for members of the public. Specifically, we are not a paternity testing or genetic screening laboratory that can assist members of the public with such issues.

All orders from external customers (ie from institutions other than The University of Dundee) must be accompanied by an official purchase order form from your institution. This can be sent together with the samples or separately (but please make it clear which order it relates to by including the name of the person sending the samples and the number of samples being sent). If you wish to FAX us a copy, please use this FAX number: 01382 388729.

VAT zero-rating...

If you are from an eligible body who does not normally pay VAT on products for medical research, then please send a VAT zero rated certificate with samples.

Online submissions...

All registered users can submit sample information via this web site prior to sending their samples. However, for external customers we still require an official purchase order form to be sent with the samples, since we cannot process samples without one. We encourage our customers to use our on-line system, since it is quick and easy. The forms make it easy for you to give us the information we need and saves you printing out forms.

Once you have an account with us, you can access our on-line forms. You will need to log-in from our home page, select the appropriate form, fill it in and submit! You will then see a page containing the information you have just submitted so you can verify it. You will receive (pretty much straight away) an automatic email reply from our server confirming your submission of sample information. If you fail to receive this email, it is most likely that you entered an incorrect email address! Don't worry too much, since we will almost certainly have received the submission. If you are concerned, either contact us or re-submit the information and add a note in the additional information section to say what happened. If you get any error messages during your use of our online forms, please take careful note of what the message says and take any appropriate action to rectify the problem. If you encounter an error that you cannot rectify, please make a note of the error message details and contact us so that we can attempt to fix it.

Manual submissions...

You don't have to use our on-line forms. Although we prefer customers to use the online forms, we still accept sample information "the old way". However, you still have to be registered with us. Once you are a registered user, you will have access to downloadable versions of the submission forms. Please make sure that you include the form with your samples! Whichever method (online or hard copy) you use, please remember that we also require an official purchase order form from your institution (and a VAT zero-rated form if claiming VAT relief) if you are not part of the University of Dundee.