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Frequently asked questions

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I require technical support?

Our support staff is ready to answer any technical questions, should you run into any problems or need help troubleshooting.
Contact Customer Services at info@nimagen.com to connect you with the right support staff.

How do I make changes to an order I’ve already placed?

As soon as you place your order, we work on the dispatch process as quickly as possible, if you decide you want to amend your order please contact us and we will try to accommodate where possible.

When will my order ship out?

Orders have a processing time of 1-2 business days. Once dispatched, an email will be sent containing the tracking number for the parcel.

Which shipping carrier is used?

Depending on the shipping destination, DHL or FedEx is used. If preferred we also have options for UPS and TNT.

Can I track the status of my order?

Once your order is dispatched, an email will be sent containing the tracking number for the parcel. Lost your tracking number? Contact customer service at info@nimagen.com.

What can I do if my order is going to the wrong address?

Please contact us immediately, so we can attempt to contact the courier to return the parcel back to us for a refund.

I would like to pay by Credit Card, is this possible?

Yes, you can follow the normal order process and indicate this in the “Extra information” field. We will be in touch to process the CC payment.

What currencies can I use?

By default payment and invoicing is in Euro (EUR). Upon request we can also process Great British Pound (GBP) and United States Dollar (USD).

How do I return an item?

If you’re returning item(s) to us, please contact us with your name and order number at info@nimagen.com where we will be able to advise you further on our international returns process.
Please make sure temperature sensitive items are stored correctly in the meantime.

I would like to have more information about your products?

We work hard to include as much information about our products in our product descriptions on the product page, but if there’s something more specific you’d like to know please contact us at info@nimagen.com.

Products

Product related questions

For all your questions about our products you can use search box below. You will be send directly to the product page with the current frequently asked questions.

I require technical support?

Our support staff is ready to answer any technical questions, should you run into any problems or need help troubleshooting.
Contact Customer Services at info@nimagen.com to connect you with the right support staff.

How do I make changes to an order I’ve already placed?

As soon as you place your order, we work on the dispatch process as quickly as possible, if you decide you want to amend your order please contact us and we will try to accommodate where possible.

When will my order ship out?

Orders have a processing time of 1-2 business days. Once dispatched, an email will be sent containing the tracking number for the parcel.

Which shipping carrier is used?

Depending on the shipping destination, DHL or FedEx is used. If preferred we also have options for UPS and TNT.

Can I track the status of my order?

Once your order is dispatched, an email will be sent containing the tracking number for the parcel. Lost your tracking number? Contact customer service at info@nimagen.com.

What can I do if my order is going to the wrong address?

Please contact us immediately, so we can attempt to contact the courier to return the parcel back to us for a refund.

I would like to pay by Credit Card, is this possible?

Yes, you can follow the normal order process and indicate this in the “Extra information” field. We will be in touch to process the CC payment.

What currencies can I use?

By default payment and invoicing is in Euro (EUR). Upon request we can also process Great British Pound (GBP) and United States Dollar (USD).

How do I return an item?

If you’re returning item(s) to us, please contact us with your name and order number at info@nimagen.com where we will be able to advise you further on our international returns process.
Please make sure temperature sensitive items are stored correctly in the meantime.

I have a different DataCollection software version than v1.0, can I still use your products?

Yes, software version v3.1 and above will allow you to ignore all instrument hardstops. This enables the re-using of old ABI chips on your instrument.

What is the maximum Ct value for a positive sample to be able to sequence?

We tested the kit with samples of Ct32 or lower. For samples with Ct <25 we recommend to dilute the cDNA

What can I do to sequence through a hairpin or secondairy structure?

- Use the BrilliantDye dGTP kit for the sequencing reaction. For optimal results it can be mixed with the default BrilliantDye kits to increase read lenghts.

- Add DMSO to a final 5% (v/v) concentration to the sequencing reaction.

- Incubate the reaction at 96C for 10 minutes before cycle sequencing.

How can I troubleshoot an issue with Sanger Sequencing?

A control primer (M13) and template (pGEM) are provided with each BrilliantDye kit. These can be run following the BrilliantDye protocol and can help you determine whether failed reactions are caused by poor template quality or sequencing reaction failure.

What is the difference between the different versions of BrilliantDye?

The BrilliantDye Terminator v1.1 Cycle sequencing kit is designed for specialty applications that require optimal basecalling adjacent to the primer.

The BrilliantDye Terminator v3.1. Cycle sequencing kit is the method of choice for longest reads.

For sequencing through G- and GT-rich templates, NimaGen offers the dGTP BrilliantDye kits, optimized for challenging sequence templates.

I would like to have more information about your products?

We work hard to include as much information about our products in our product descriptions on the product page, but if there’s something more specific you’d like to know please contact us at info@nimagen.com.