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

For Switzerland, UK and Norway please add the Proforma Invoice to your parcel (outside pocket).

And please add your address to the pro forma invoice as well.

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.

Login to your Eurofins account with your e-mail address and password and click on “My Orders”, then on the icon next to your OrderID (see screenshot below).

You will find the files under section “DOWNLOAD DOCUMENTS & FILES”.

If you have received any compressed files, we recommend 7-ZIP (https://www.7-zip.org/) to uncompress them. Files will be deleted from our server 8 weeks after delivery.

Alternatively, you can access your data via our FTP server at ngs-ftp.eurofinsgenomics.eu using the username (the "ftp-" is part of the username) and password that you will receive in an email once your first data gets delivered. If you have forgotten your password, please enter ngs-ftp.eurofinsgenomics.eu to your browser and choose the "Forgot your password?" option.
 
Should you encounter any issues or have any queries, please do not hesitate to contact us.

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.