You ask, we answer!

In the following section we have summarized answers to the most common questions. Is your question still unanswered? Send us an e-mail or give us a quick call. We are happy to answer your questions!

General Questions

What are the neoFroxx business hours?

We are available by phone Monday to Thursday from 8 am to 4:30 pm, and Friday from 8 am to 2:30 pm. Outside business hours, you can send us your questions and orders by e-mail or fax at any time. These will be processed as quickly as possible within business hours.

Can I apply for an internship or a job at neoFroxx?

We are pleased that you would like to work with us. Please send your application to Beate Brauburger by e-mail.

Ordering and shipping

Where can I buy neoFroxx products?

neoFroxx products can be purchased directly from us or from specialised laboratory retailers.

Who can order from neoFroxx?

neoFroxx only supplies to business customers and government and public institutions. We do not process orders from private individuals.

How do I place an order?

You can order from us bywebshop, e-mail, telephone or fax! Further details on the ordering process can be found on our information page Ordering from neoFroxx.

What information is needed to enter my order?

If you already have a neo account/customer number, nothing else is required.

New customers please provide us with the following information when ordering:

  • Billing and delivery address
  • Company name
  • Tax ID / VAT No.
  • E-mail address for sending the order confirmation and invoice
  • Contact details of the contact person

Where can I send my special requests/remarks?

If you have specific requirements (for example, packaging, container size, shipping method, etc.) that are not regularly offered by us, please contact our sales team. We will do everything in our power to find a satisfactory solution for you.

How long is the processing time after receipt of the order?

We usually process all enquiries and orders within 1-2 working days.

Freight costs for deliveries outside

Freight costs within Germany

You can find the freight costs for domestic deliveries in our General Terms and Conditions.

Freight costs for deliveries outside of Germany

For deliveries outside Germany, the freight costs are calculated individually. The amount depends on the order quantity, the dangerous goods status, the place of delivery as well as the shipping method/Incoterms.
Our customer service will be happy to inform you about any costs incurred.

How do I get information about my order?

You will find all the information about your order on your order confirmation. If you do not have this at hand, our Customer Service will be happy to answer your questions.

Can I change my order?

If you would like to change your order, please contact our customer service as soon as possible.

Can I pick up my ordered goods at neoFroxx in Einhausen?

Yes. As an exception and by arrangement, you can also collect your order directly from us.

How will my order be shipped?

You can find further information on your order like delivery terms etc. on your order confirmation.

When will my order be shipped?

Your products will be shipped according to the delivery date on your order confirmation. If your order is ready for dispatch earlier, we will dispatch it immediately.

Fixed dates

If you have agreed on a fixed delivery date when placing your order, we will ship your goods only on the agreed date, regardless of whether your products would be ready for shipment earlier.

What are the delivery conditions?

Our Terms and Conditions contain all information regarding our delivery conditions.

Is the shipment insured?

Please refer to our Terms and Conditions to see if your order is covered by insurance.

Where can I find out the delivery status of my order?

You can get information about the delivery of your order from our sales team.

Can I return my goods?

We are very sorry that you would like to return your goods. Please contact our customer service by e-mail, phone or fax. They will check the matter and discuss the further procedure with you.

How can I cancel my order?

You can cancel orders by email, phone or fax. You can find our telephone numbers and e-mail addresses on our contact page.

Products and their application

Where do I go for technical questions regarding products or applications?

Our sales representatives will be happy to answer your questions about our products and their applications! You can find the contact details of our product experts on our team page as well as on our contact page.

For which applications are neoFroxx products intended?

Chemicals and reagents from neoFroxx are specified for in vitro applications and research purposes only. Our products are not approved for use on humans or animals.

Payment and prices

Where can I get price information?

You can obtain information on products and their prices in our online shop or from our sales team. Please send us an e-mail, a fax or simply call us.

What are the terms of payment?

For new customers, our invoices are usually due for payment immediately. Depending on the amount of the invoice, we request payment in advance.

For existing customers, the payment term is usually 30 days net without deduction.

What do I have to do if I am tax-exempt?

Please submit your proof of tax exemption.

Who do I contact with billing questions?

Our customer service will be happy to answer any questions you may have about your invoice.

The neoKonto

I don't have a neoKonto/customer account!

You can register for a customer account within our webshop. If you have placed an order by phone, fax or e-mail, your customer account/neoKonto will be created for you by our customer service.

How can I change or update my account?

If an adjustment of your data is necessary, please send an e-mail with your customer number and the desired changes to our Webshop-Team.

I forgot my password!

If you have forgotten your password, you can reset it using the “Forgot password?” function.

I cannot log in!

If despite entering the correct email address and password you still have problems logging in and have not received your “forgotten password” email, please contact us by email at: