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I would like to pay for my order(s). What are my payment options? |
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We currently accept all major credit cards, Purchase Orders, checks and ACH payments. Please refer to our Payment page for further details. |
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Do I need to use on-line system all the time? |
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On-line system is made for the ease and accuracy when placing your order, so we recommend you to use our LIMS system.
If you cannot access our LIMS system, please contact us for a hard-copy of our order sheet in Microsoft Excel format. |
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What kind of computer system is required for on-line system? |
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The system is designed to be compatible with all systems including PC, Mac, and other conventional operating systems. |
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What are your preferred methods of purification? |
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Conventional column-type purification or the ExoSAP-ITzreg Purification Kit from Affymetrix/USB are preferred. |
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Are failed reactions re-sequenced automatically? |
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No. Please provide a list of samples to be re-sequenced and we will perform sequencing once they are verified as failed reactions. |
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How long does it take to get my results back? |
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Results will be provided within 24 hours from the date of your sample arrival. |
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I cannot open AB1 files. |
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Our AB1 files can be opened by conventional softwares such as BioEdit, Chromas, Finch TV, and Vector NTI. If you do not have access to these softwares, we also provide results in Acrobat PDF and TXT file format. |
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How long are results available to view on your website? |
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The results are available for one month and then they are archived in our database.
For future reference, we recommend you download your results in a secure location as soon as they become available on our website. |
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Why have I not received an arrival notice for my samples yet? |
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Arrival notices are sent once all your samples are properly accounted for. However, if you have not received an arrival notice within one week, please contact us immediately. (Have a tracking number ready, if package was sent by way of FedEx, UPS, USPS, or DHL) |
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If a pickup service is available, when will your courier comecollect my samples? |
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We currently provide sample pickup service in select regions. Please contact us to verify if a pickup service is available in your location. |
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Do you provide discounts for large volume of samples? |
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Yes. Please contact us for a quotation for large scale sequencing projects. |
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Do I need to put dry ice or any chilling material in the parcel? |
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Dry ice is not required for most packaged samples.
We recommend dry-iced packing for cDNA libraries or ligation mixtures, but please contact us prior to packaging. |
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What is the average read length? |
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We read approximately 850bp per reaction, and 650bp of them has Phred 20 or higher quality. |
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What kind of machines are you using |
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We use ABI3730XL |
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Could you please e-mail me the sequences of the universal sequence primers you u |
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The list of primers can be seen in the order sheet. Please refer to the order sheet in the following site. Http://orders.macrogenusa.com/SHEET/order-sheet-usa.xls |
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How much is it to run the samples with unsatisfactory results again? |
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Retrial for failed ones are provided for free for once. |
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It seems that only a partial number of samples were processed. What about the ot |
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We assign all the samples in 384-well plates and proceed with our machines, and in some cases, your samples can be divided in two different plates. If this happens, you will be receiving the results in two different batches. Also, if you've requested samples for PCR prufication along with samples for ready-to-sequence, they can be divided and sent separetely. We will be giving all the results in the end, and if you don't receive the other part of the results within one week, please contact us immedaitely. |
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I cannot unzip the result file. |
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If you are using MAC, not PC, we can provide *.sit compressed file as well. Please request us for this. |
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I haven't received my results yet. |
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We generally send the results with 24 hours from the date of samples reception, and if you haven't received the results by then, please contact us immediately. |
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How can I order? |
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You can use on-line ordering system in our web page. If this is not available for you, please use our excel sheet for your order. |
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How long are my samples kept in freezer of Macrogen? |
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Basically we keep them for one month, and on special request, we extend this to be three months. |
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Should I send the primers along with the tempate DNA? |
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We recommend the primers to be sent in separate tubes with template DNA so that we can adjust the amount of primer. |
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How much concentration of primer and plasmid is required for one reaction? |
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10ul of 100ng/ul(plasmids) or 50ng/ul(PCR products) are enough for a couple of reactions. |
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Fedex is not available in my location. How can I send the samples? |
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You can use DHL. Please contact us(customer@macrogenusa.com) for these information. |
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Where should we ship the samples? |
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Our shipping address is "Macrogen USA Inc. 9700 Great Seneca Hwy, Rockville,MD 20850 USA" |
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Can we get back the samples we sent? |
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We are sorry. We do not send the samples back to the customer generally. But on special occasion, we are willing to do so with the shipping payment paid by recepient party. |
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