GeneArt® Order Status FAQs
Frequently asked questions
- Where can I find the expected finish date for my order?
- Do you guarantee delivery times?
- Will I receive my order on the date shown on my order confirmation?
- My gene synthesis was complete a few days ago, but it hasn't been shipped yet. Why?
- How can I request an additional shipment of constructs you have made for me in the past?
- In the GeneObserver® system, I see that synthesis of my gene has been stuck at X% for a while. What does this mean?
- If my project is delayed, can I obtain a new estimated finish date?
- Where can I find a link for the GeneObserver® online project tracking system?
- In the GeneObserver® system, it looks like production of my gene variant is outpacing that of my master template. Is that correct?
- My Order Confirmation states "14 days commercial terms." What does that mean?
- Why is SuperSPEED gene synthesis more expensive if delivery time is not guaranteed?
- Will I have to pay the SuperSPEED surcharge if my project is delayed?
- Where can I find the complete sequence of my construct?
- Where can I download the sequence of the vector backbone of your standard vectors?
Answers
1. Where can I find the expected finish date for my order?
It is displayed both on your order confirmation (see “DATE” column under each line item), and in your personal GeneObserver® system link.
2. Do you guarantee delivery times?
Our production times are estimated based on our experience with over 100,000 constructs. 95% of our projects are shipped on schedule; however, since we are working in a biological system, delays occur occasionally.
3. Will I receive my order on the date shown on my order confirmation?
No, the date on your order confirmation is the “finish date” when your project is shipped from our facilities. Shipment time varies with your location and shipment terms.
4. My gene synthesis was complete a few days ago, but it hasn't been shipped yet. Why?
Our logistics center software is configured to prioritize shipments for on-time delivery. Shipment of finished orders is initiated as soon as possible; at the very latest, they are shipped on the date agreed upon initially.
5. How can I request an additional shipment of constructs you have made for me in the past?
Please email GeneArt® customer support and provide the GeneArt® reference numbers of your finished constructs. Extra charges may apply for additional shipments.
6. In the GeneObserver® system, I see that synthesis of my gene has been stuck at X% for a while. What does this mean?
GeneObserver® system percent-complete rates are not linear, but indicate actual steps in the production process. It is normal for your project status to pause at certain stages for a few days. If the percent indicator stays the same for >5 business days, please contact GeneArt® customer support for an update.
7. If my project is delayed, can I obtain a new estimated finish date?
We make every effort to finish every project in a timely manner. However, even with our highly automated production process, occasionally it is necessary to repeat certain steps or resynthesize sub-elements of gene synthesis projects. GeneArt® production adheres to a rigorous set of standard operating procedures for both production and troubleshooting. We work on every project on a daily basis, but predicting new finish times is often difficult. Most delays can be resolved within 3–4 business days. If your project is delayed by more than one week, please contact GeneArt® customer support for information on current production status and delivery estimates.
8. Where can I find a link for the GeneObserver® online project tracking system?
A GeneObserver® system link can be found both on your order confirmation document and as a tab in your online customer portal account.
9. In the GeneObserver® system, it looks like production of my gene variant is outpacing that of my master template. Is that correct?
Generally, the oligonucleotides needed to produce a variant are synthesized in parallel to finalization of the master template. Therefore, the GeneObserver® system recognizes production start of the variant and thus indicates a synthesis status.
10. My Order Confirmation states "14 days commercial terms." What does that mean?
This phrase indicates the payment terms for the order; it does not indicate production time.
11. Why is SuperSPEED gene synthesis more expensive if delivery time is not guaranteed?
SuperSPEED synthesis uses different assembly technology and several layers of redundancy in project setup to ensure high reliability. SuperSPEED synthesis cannot be directly compared to our standard construction technology.
12. Will I have to pay for SuperSPEED if gene is delayed?
In the event that a SuperSPEED order is delayed by one day, the surcharge is taken off the order, and you will only be charged routine synthesis rates.
13. Where can I find the complete sequence of my construct?
The complete sequence of your construct is stored on the CD that accompanies each shipment. Complete sequence display in the online customer portal is planned for the future.
14. Where can I download the sequence of the vector backbone of your standard vectors?
You can download sequence information on our standard vectors from the “home” tab of the online customer portal. Please be aware that the backbone sequence of delivered standard vectors is subject to slight changes and is not guaranteed to be 100% identical to the sequence available for download.
It is displayed both on your order confirmation (see “DATE” column under each line item), and in your personal GeneObserver® system link.
2. Do you guarantee delivery times?
Our production times are estimated based on our experience with over 100,000 constructs. 95% of our projects are shipped on schedule; however, since we are working in a biological system, delays occur occasionally.
3. Will I receive my order on the date shown on my order confirmation?
No, the date on your order confirmation is the “finish date” when your project is shipped from our facilities. Shipment time varies with your location and shipment terms.
4. My gene synthesis was complete a few days ago, but it hasn't been shipped yet. Why?
Our logistics center software is configured to prioritize shipments for on-time delivery. Shipment of finished orders is initiated as soon as possible; at the very latest, they are shipped on the date agreed upon initially.
5. How can I request an additional shipment of constructs you have made for me in the past?
Please email GeneArt® customer support and provide the GeneArt® reference numbers of your finished constructs. Extra charges may apply for additional shipments.
6. In the GeneObserver® system, I see that synthesis of my gene has been stuck at X% for a while. What does this mean?
GeneObserver® system percent-complete rates are not linear, but indicate actual steps in the production process. It is normal for your project status to pause at certain stages for a few days. If the percent indicator stays the same for >5 business days, please contact GeneArt® customer support for an update.
7. If my project is delayed, can I obtain a new estimated finish date?
We make every effort to finish every project in a timely manner. However, even with our highly automated production process, occasionally it is necessary to repeat certain steps or resynthesize sub-elements of gene synthesis projects. GeneArt® production adheres to a rigorous set of standard operating procedures for both production and troubleshooting. We work on every project on a daily basis, but predicting new finish times is often difficult. Most delays can be resolved within 3–4 business days. If your project is delayed by more than one week, please contact GeneArt® customer support for information on current production status and delivery estimates.
8. Where can I find a link for the GeneObserver® online project tracking system?
A GeneObserver® system link can be found both on your order confirmation document and as a tab in your online customer portal account.
9. In the GeneObserver® system, it looks like production of my gene variant is outpacing that of my master template. Is that correct?
Generally, the oligonucleotides needed to produce a variant are synthesized in parallel to finalization of the master template. Therefore, the GeneObserver® system recognizes production start of the variant and thus indicates a synthesis status.
10. My Order Confirmation states "14 days commercial terms." What does that mean?
This phrase indicates the payment terms for the order; it does not indicate production time.
11. Why is SuperSPEED gene synthesis more expensive if delivery time is not guaranteed?
SuperSPEED synthesis uses different assembly technology and several layers of redundancy in project setup to ensure high reliability. SuperSPEED synthesis cannot be directly compared to our standard construction technology.
12. Will I have to pay for SuperSPEED if gene is delayed?
In the event that a SuperSPEED order is delayed by one day, the surcharge is taken off the order, and you will only be charged routine synthesis rates.
13. Where can I find the complete sequence of my construct?
The complete sequence of your construct is stored on the CD that accompanies each shipment. Complete sequence display in the online customer portal is planned for the future.
14. Where can I download the sequence of the vector backbone of your standard vectors?
You can download sequence information on our standard vectors from the “home” tab of the online customer portal. Please be aware that the backbone sequence of delivered standard vectors is subject to slight changes and is not guaranteed to be 100% identical to the sequence available for download.
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