Hilfe zur Online-Bestellung

All customers can register online. Read our how to register guide for a walkthrough of the process. 

Important note: Customers who have purchased before can view their preferred pricing and view order history for all orders placed online or offline. To do this, please enter the billing account number and a past invoice or order number. Unsure where to locate these numbers? Our how to find your account information quick tip guide will guide you to this information.

To reset your neogen.com password, go to the password reset page and enter your registered email address. You will receive an email with a link to reset your password. This link expires in two hours. For details, see our Password Reset user guide for instructions.  

Our online order help page will provide you with the resources to help you manage your account.

Account Administrators can add, edit, and delete users within their organization. For details, see our User Management guide.

Yes, the person at your company with account administrator access can add you to the account. They will need to log into their neogen.com account. On the User tab, they can select the new user button. For a step-by-step guide, refer to our User Management guide.

Only users with admin privileges are able to view the list of users in their organization. To see the list of users, log in to your neogen.com account. On the Users tab of my account, you can view the list of users. To view and manage a user's account access, select the hamburger menu icon under the action column next to their name. For details, see our User Management guide.

Please note: You may see users from another part of your organization listed. Please do not delete or lock users until speaking with them about their online accounts. Deleted and locked users cannot log in or place orders online.

Inventory availability is not shown for all products. Email foodsafety@neogen.com to confirm availability.

Some items are visible on neogen.com, but the price is not displayed. Contact your Neogen Sales Representative for pricing information or email foodsafety@neogen.com to place an order.

Contact Neogen at foodsafety@neogen.com with a screenshot of the product listing or item SKU number and your account number so that they can investigate and escalate the pricing issue.

Contact your Neogen Sales Representative or email foodsafety@neogen.com to place an order. If enough interest is generated for unlisted products, Neogen will work to add them to our online product catalog.

Yes, neogen.com users can have access multiple accounts online by grouping them into an organization. Only our Customer Service team can manage accounts within an organization, so reach out to foodsafety@neogen.com to get set up. Once accounts are grouped into an organization, an account administrator can assign users access to the accounts.

When you have access to multiple accounts, you will see a dropdown list of available accounts on the Profile tab of my account. View our How to Switch Accounts user guide for instructions.

Yes, United States and Canadian customers can select "Use my own shipping account" during checkout if Neogen already has the shipping account on file. If you would like to add or edit your company’s shipping account, please contact customer service by sending an email to foodsafety@neogen.com with the details.

Yes, an account can have multiple shipping addresses. Shipping addresses can be added to your account online on the Profile tab of my account or during checkout.  Important note: Before adding a new shipping address, please be sure that the address doesn’t already exist in the shipping address list.  

Once an order is submitted, the order cannot be modified online. Email the order confirmation receipt and change request to foodsafety@neogen.com to correct the order.  Customer service will reach out to you once the order is updated.  

When you place an online order, you will receive an order confirmation email immediately. This email confirms that Neogen has received your order. When order fullfilment begins, you will receive a second email with advanced shipping instructions, which includes your order number and the shipment expected ship dates where product is available. For products not available, please monitor the shipment in the Order History view within your online account. 

Order History Guide

Important Note: If you have not received an order confirmation email or see the order in your order history one hour after placing your order, please reach out to foodsafety@neogen.com to confirm your order.

A second order completed email will be sent within 15 minutes to confirm the order hasbeen processed and provide the order number.

Yes, you can track your shipments online. Log in to your neogen.com account. On the Orders tab of my account, search for a past order. Click the Track Shipment link to monitor the status of a shipment via the carrier’s website.

When you place a genomics testing order, we use the estimated order total to make a pre-authorization charge to the credit or debit card being used for payment. Your bank will place a hold on your account for that amount to ensure there are enough funds available to complete the purchase. This is sometimes called an authorization hold and will show as pending in your account. Once your genomics testing is complete, the final order total will be charged to your credit or debit card and the pre-authorization charge will be removed.

When will I see the final charge on my bank statement? 

The final amount charged will appear once your genomics samples have finished processing and you have received your results via email, physical mail, or applicable online portals.  

Why is the pre-authorization charge different from the final charge? 

The pre-authorization charge may be different from the final charge if there are fees added to or removed from the order, such as a sample card fee, hair processing fee, sample pull/sample retrieval fee, etc. 

How long does it take for the pre-authorization charge to be removed? 

Your bank will remove the pre-authorization charge based on their policies and procedures once the order is complete, and timing of the removal may vary among banks. We are not able to expedite the removal process. Only your bank can remove the pre-authorization charge. 

Yes, you can search, view, and export your online and offline orders placed with Neogen online. Log in to your neogen.com account. On the Orders tab of my account, search for a past order. Please visit our order history guide that walks through the process of viewing past orders online.

Yes, log in to your neogen.com account. On the Orders tab of my account, search for a past order. If that order has an associated packing slip, there will be a link to view the document.

Yes, log in to your neogen.com account. On the Orders tab of my account, search for a past order. Click the View Invoice link to view a PDF of the document. Please refer to our how to view invoices guide to walk through the process.

You can search for certificates and product technical documents on the neogen.com technical document search page, or view our Find Certificates and Technical Documents user guide, which will walk you through the process. Please note: Any document listed on the product page will also be searchable.

Certificates are available for up to three years.

If the certificate is not available online, a web form will appear on the neogen.com technical document search page. Please fill out the form with your contact information and details about the requested document.  This form will be sent to our customer service team, who will reach out to you by email once it is available.