The right answers to frequently asked questions
Find the answers to all our products and services by clicking the links below.
How can I monitor the progress of my order?
Your order can be tracked in your Eurofins account.
Please navigate to your “Account” -> “Orders” -> “My Orders”.
Here you can see all your orders listed.
For more detailed information please klick on the Tracking Details icon (see below). It leads you to our Order Tracking page where you can find all your samples and their current status.
How should turnaround time be understood?
All turnaround times are stated in business days and refer to the complete workflow from sample receipt to result delivery.
The overall turnaround time of our services represents an estimate based on the individual processing times of the included components. These typically comprise pre‑sequencing steps (such as extraction), library preparation, sequencing, and subsequent bioinformatic analysis.
If entry quality control (EQC) test is part of the product, the required time is already included in the stated turnaround time.
Turnaround times are calculated under the assumption that all samples and derived products (e.g. PCR amplicons and libraries) meet the applicable quality control (QC) requirements and that the workflow proceeds smoothly in accordance with our Quality Management System.
If a sample fails QC criteria at any stage, or if customer input is required to proceed with the processing of non‑compliant samples, the initially stated turnaround time may be extended accordingly.
How to send replacement samples
Failed QC samples?
If some of your samples failed in our entry quality control you can send us replacement samples via the following order page:
Replacement samples >>
Please note:
- Please add the document "Additional sample delivery" to your samples
- This service is not available for INVIEW Microbiome Profiling
- It is mandatory that you add your project ID (starting with NG- ) in the order form
What should I do if my sample fails the entry QC?
If the amount, concentration or quality of the starting material does not meet requirements for further processing, we will contact you to discuss how to proceed further. If possible, Eurofins Genomics will recommend additional pre-processing steps in order to optimise sample quality.
To what extent can sample material that does not meet specifications be further processed, and who is responsible for the associated costs and risks?
Samples that fail to meet the Incoming Quality Control (IQC) criteria (as defined on our website) may be canceled upon receipt of the IQC report, canceled with replacement samples sent, or processed further at the client’s own risk (in which case the read guarantee is no longer applicable).
If samples pass the Incoming Quality Control but subsequently fail the Library Quality Control, Eurofins will cover the costs of reprocessing the sample. If no sample material is available, we kindly request that you send us new starting material, if possible.