Frequently asked questions

The customer portal allows you to conveniently manage enquiries and orders in one place. You can request or order individual products directly through the portal. Enquiries and orders for oligonucleotide synthesis are accepted exclusively through the customer portal. Your history provides an overview of all your enquiries and orders, and you you can track the current status of your order in real time here. Saving your preferred delivery and billing addresses also makes it easier and faster to submit future orders. The customer portal is also a place where you can find up-to-date information about GENERI BIOTECH's operations and activities.

You can register for the customer portal here. Registration requests are handled individually, and registration is usually processed within two working days.

If you know your username, you can reset your password here. If you do not remember your username either, please contact us at sales@generi-biotech.com.

We accept orders for oligonucleotide synthesis exclusively via the customer portal, where you enter the required sequences and modifications. The electronic ordering process minimizes the likelihood of errors while giving you full control over the sequences you order. You can register for the customer portal here.

If you cannot select the required modification in the customer portal, use the notes field for the relevant item and specify the modification there.

Oligonucleotides are normally supplied in dried form in 2 ml tubes. Custom formats are also available, including oligonucleotides in solutions, aliquots, or in 96-well plates. More information about the available oligonucleotide formats can be found here. Shipments are made at ambient temperature via courier services. Shipping costs vary depending on the carrier you choose and the shipment’s value. Specific shipping rates can be found here.

Standard unlabeled and unmodified oligonucleotides are synthesized in scales from 20 nmol, 40 nmol, 200 nmol to 1 µmol. Non-standard labeled oligonucleotides are synthesized in various scales depending on their application. Modified oligonucleotides can be ordered from a scale of 40 nmol or higher.

The actual amount of the final product depends, among others, on the synthesis yield, which decreases with the length of the final product, and the type of purification, during which slight losses occur. Specific yields and additional information about scales can be found here.

We cannot guarantee actual yields for labeled oligonucleotides.

Because oligonucleotide and probe synthesis is custom manufacturing, delivery times may vary between orders. Factors include the size of the order (not only the number of products ordered but also the length of the individual sequences), the type of oligonucleotide (unlabelled or labelled), the type of modification, and the selected order processing method (delivery terms). Delivery terms cannot be combined within a single order. Therefore, if you need certain oligonucleotides from your order to be synthesized on a priority basis, we recommend ordering them separately.

More information about delivery terms for oligonucleotides and probes can be found here.

An order for oligonucleotide and probe synthesis can be changed or completely cancelled without incurring costs before it is accepted, i.e. until it reaches the “Received” status. You can track the order status after logging in to the customer portal. Once the order status is “Received”, “In production” or “In processing”, the order can no longer be changed or cancelled. Administrative details of the order (e.g. the delivery or billing address, payment method or delivery terms) may still be changed later by individual agreement. If you are unsure whether an order can be changed or cancelled, please contact oligo@generi-biotech.com.

Because the synthesis of oligonucleotides and probes is custom-made, based precisely on the sequences and modifications specified by the customer through the customer portal, the finished products cannot be returned. We therefore recommend that you carefully check all specified sequences and modifications before submitting your order.

The customer is responsible for the accuracy of the information provided in the order.

If you require a product that is not part of our standard offer, please contact us with your specific request. If technically feasible and circumstances allow, we will do our best to accommodate your synthesis requirements. The available synthesis options and specific conditions will then be agreed with you individually.

The Certificate of Analysis can be found in the Customer portal in your account under “Order/Inquiry History” or “My Oligo”. A certificate can be generated for the entire order or for individual items within the same order. More information about downloading certificates can be found here.

For oligonucleotide synthesis, we offer several different purification methods: Standard, OPC, HPLC, HPLC Plus, and NGS. You can find the differences between the individual methods, recommended uses, and additional information here, or contact oligo@generi-biotech.com.

Orders can be placed through the customer portal, website, or sent by email to sales@generi-biotech.com. We do not accept orders placed by telephone.

We have no minimum order quantity; orders are accepted from as little as one product.

Ordered goods are shipped via courier services using both ground and air transport. As all IVD products and the majority of Life Science products are temperature-sensitive, they are shipped on dry ice. The shipping cost depends on several factors, such as the type and quantity of products ordered and the destination. The specific shipping rates for products shipped on dry ice can be found here; the rates for products shipped at room temperature can be found here.

The shipping temperature conditions can be found on the relevant product page.

Shipping days for goods sent on dry ice are Monday through Wednesday to ensure delivery before the weekend. During public holidays, the shipping dates may vary. Goods shipped at room temperature are dispatched every working day. According to the Terms and Conditions, the delivery time is 10 working days from order confirmation. However, you can usually expect your order sooner. If all order requirements are met (see Terms and Conditions) and the ordered goods are in stock, the order is usually processed and handed over for dispatch within 48 hours of confirmation. The actual delivery time depends on the destination…

An order for IVD or Life Science products can be changed or completely cancelled without incurring any costs before it is confirmed. If you have already received the order confirmation and need to make changes, please contact sales@generi-biotech.com – we will try to find a suitable solution.

Documentation for purchased products can be obtained on our website in the “Downloads” section, or directly on the individual product page. After entering the LOT number (found on the product and delivery note), you can access evaluation tables, product manuals, certificates of analysis, or safety data sheets. Alternatively, you can contact us at sales@generi-biotech.com.

We offer a wide portfolio of molecular diagnostic kits covering various fields (hemogenetics, pharmacogenetics, oncogenetics, pathogen detection). With an experienced development team and in-house oligonucleotide production, we provide high-quality products that meet the latest legislative requirements and customer needs. Ready-to-use assays, tests containing all standards and controls required for the analysis, and unified workflows ensure simple and efficient use. Unified thermal profiles enable simultaneous use of multiple products, saving laboratory time. Our kits come in various sizes to quickly respond to demands for individual tests. They are validated for a wide range of real-time PCR cyclers, and our portfolio of…

Our kits are designed for simplicity and efficiency. With ready-to-use reagents and unified procedures, you save time and minimize the risk of errors.

To ask about product trials and the applicable conditions, please contact our customer service.

Each product page lists the instruments for which the product has been validated. This list is also included in the filters to help you find suitable products. The “Downloads” section also provides an overview of validated and compatible cyclers for all diagnostic kits currently offered. If you are still unsure whether a particular product can be used on a specific cycler, please contact technical.support@generi-biotech.com.

Our diagnostic kits are designed for a wide range of real-time PCR cyclers that meet the technical specifications stated in the product manual. If your instrument meets these specifications, the kit is likely to work even if the instrument is not included in the list of validated cyclers for the selected product. To verify a specific combination of instrument and product, please contact technical.support@generi-biotech.com.

The applicable clinical material varies by product and test type. Detailed information about suitable samples is provided in the product manual. Common samples include buccal swabs and peripheral blood, but genetic material isolated from other sources may also be used. Always ensure the extracted material is suitable for the following PCR amplification in terms of sufficient concentration, purity, and integrity.

Our diagnostic kits do not require a specific method for isolating genetic material. The choice of isolation method depends mainly on the clinical material from which the genetic material is to be obtained. When processing the clinical material, follow the instructions provided by the manufacturer of the selected isolation method. Always ensure the extracted material is suitable for the following PCR amplification in terms of sufficient concentration, purity, and integrity.

Yes, one of the advantages of our diagnostic kits is that multiple products can be used simultaneously due to unified thermal profiles, significantly saving time spent in laboratory. We therefore consider compatibility between kits from the development stage onwards.

Where possible, we design shared standards (positive controls) for multi-Assay kits. These standards contain templates for all Assays; use them as controls for all Assays. Only if the proposal for common standards is not technologically feasible does each assay have its own set of standards.

If you have any questions about your results, please contact technical.support@generi-biotech.com. In your email include the following information:

• Kit name and batch number
• Information on how the kit was stored and how many times it has been used (thawed)
• Cycler specifications (type or model and software version)
• Isolation method and sample details (matrix, concentration, purity)
• Description of the analysis and results

Please attach the results file generated by the cycler and a description of the individual samples/positions. Ideally, include the description in the data file; alternatively, provide it in a separate file or in the message itself.

Yes, most of our kits are fully certified under the IVDD directive. These products are marked accordingly on our website. The corresponding label can also be used as a search filter.

Yes, our company has successfully obtained certification in accordance with Regulation (EU) 2017/746 (IVDR) for the first group of products (IVD kits in the HEMO line and the vast majority of products in the GENETIC and PHARM lines). We continue to expand the portfolio of products certified under this regulation. These products are identified by the relevant label on our website. For information about the certification of products that have not yet been certified under Regulation (EU) 2017/746 (IVDR), or about when these kits will become available on the market, please contact us.

For easier product selection, we have prepared a summary table available here. You can also contact our customer service.

With GENERI BIOTECH, you get certified quality, local manufacturing, and expert support. Thanks to local manufacturing, we ensure fast delivery of your orders while minimizing the risks associated with international shipping of heat-sensitive products. With our broad portfolio of modifications, we offer custom oligonucleotide synthesis tailored precisely to your requirements—from standard sequences to complex modified products. We provide our customers with personalized service and expert solutions. We’re not just a supplier—we’re your partner, whom you can turn to when selecting the right modification, technology, or solution for your application.

We routinely use MALDI-TOF mass spectrometry for oligonucleotide quality control. More information about quality control can be found here.