Oxford Nanopore Support | Oxford Nanopore Technologies

Community support

Subscribe
a member of the Nanopore support team aiding a customer at a conference

Contact support

You can contact our Customer Services and Technical Services teams round the clock using the contact support function.

How do we ship your order? | Oxford Nanopore Technologies

How do we ship your order?

Flow cells and sequencing kits are temperature sensitive. We are obligated to ensure they reach you in the best possible condition.

Consumables are shipped with cool packs to avoid temperature spikes during transit.

It is not unusual for the cool packs to be thawed on arrival. If you have any concerns about this, please speak to one of the team.

We highly recommend that you store the consumables at the correct temperatures on arrival. You can find more information about the stability and storage of each Flow cell or sequencing kit, on the Nanopore Store.

Devices are shipped separately, to avoid damage in transit

Storage
Back to customer-support FAQs

Getting started

Your first experiment

Find out more

The Nanopore Community

Find out more

Managing your devices and account

Find out more

Nanopore technology explained

Find out more

Community posts

Full community members have access to posts and private channels