Deliveries

• At what temperature are items shipped?
• How do I update my delivery schedule?
• How long will my delivery take to arrive after despatch?
• What shipping charge will be applied to GridION orders?
• Where can I find my tracking number?
• Why is the MinION shipped separately?

Pre-Mk 1B MinIONs

• Can I keep my early access MinION for posterity?
• Can I upgrade the Early Access MinION?
• Do I have to run CTC and Lambda Control Experiment?
• Do I have to upgrade now?
• Is the classic MinION Configuration Test Cell (CTC) compatible with either the MinION Mk 1 or Mk 1B?
• Is the New User Starter Pack fee still a refundable deposit?

Oxford Nanopore Store

• Can I purchase multiple starter packs?
• Can I return to my cart after exiting the site?
• How do I preview the total cost of my order?
• My account on the store is displaying the wrong address information, where do I change this?
• What payment methods do you accept?
• Where can I get a purchase order?

Orders

• Can I split my order into several deliveries?
• How can I check the status of my order?
• What is a ‘commercial invoice’?
• When will I receive my invoice?
• Why is my order status pending / processing?

Invoices

• Can you send me an invoice before I place my order?
• Where can I find invoices?

Distributors

• Do you have Dealers in Japan?
• Do you use Distributors?

New Supplier

• How can I get a W-8 form?
• How do we set you up as a new supplier?
• Where can I find your vendor information?

Account Setup

• How do I create an account?
• Why do I need to buy a starter pack?
• Why do I need to create an account?

Login Queries

• How do I get access to the GitHub repositories?
• How do I get access to the Nanopore Community for my colleague?
• How do I get access to the Nanopore Community?

Storage Information

• How do I store my device?
• How do I store my flow cells?
• How do I store my kits?

Returns

• My flow cell collection has failed, what do I do now?
• Where do I submit my flow cells for return?
• Why do I need to return my flow cells?

My Account

• What are the different roles available to account members?
• What is My Account?
• What is Team Management?

Software

• Where is my data on GridION?