Support
Find quick answers to common questions about ordering, pricing, discounts, accounts, shipping, and our services. Whether you’re a Canadian researcher, a COVF member, or a first-time user, this FAQ provides clear steps for creating an account, claiming member discounts, tracking orders, and contacting support. If you don’t find the information you need, reach out to tools@neurophotonics.ca or visit our support center for personalized help.
Ordering
What type of payment do you accept?
What type of payment do you accept?
We accept Purchase Order and credit card payments.
How can I get a quote?
How can I get a quote?
We recommend you place your order then write us at tools@neurophotonics.ca so that all the information is in the order.
Otherwise, you can write us directly and provide us with your billing and shipping addresses as well as the list of item and number of units of each you require.
I provided a PO but my order is still pending payment. Do I need to do something else?
I provided a PO but my order is still pending payment. Do I need to do something else?
No. When an order is paid by PO, we only issue the invoice the order has been fulfilled.
I requested my PO, how is my order coming along?
I requested my PO, how is my order coming along?
Getting a PO is not enough. Make sure to place your order on our webstore for it to be processed.
Shipping
Do you ship to my location?
Do you ship to my location?
We ship worldwide (with some exceptions) using FedEx international priority. If your country is not in the current list, contact us at tools@neurophotonics.ca
Can I provide my own transporter account?
Can I provide my own transporter account?
Unfortunately, no. With the increase in volume, handling different transporters, or even simply handling different FedEx accounts became too complicated.
Viral Vectors
My lab is outside of Canada but I have Canadian colleague that pays less than me, why is that?
My lab is outside of Canada but I have Canadian colleague that pays less than me, why is that?
We are supported by grants from the Canadian government to provide easier viral vector tools access to Canadian researcher. We gladly extend our services to the international community but as a non-profit organisation, we cannot extend the same deal to researchers outside of Canada.
I made my own pAAV, can you package it?
I made my own pAAV, can you package it?
Yes. Simply use the custom AAV product and choose the appropriate options.
I have a gene of interest I want package in a viral vector but I don’t know how to make a plasmid, can you help me?
I have a gene of interest I want package in a viral vector but I don’t know how to make a plasmid, can you help me?
Yes. Please contact us at tools@neurophotonics.ca to discuss
the cloning requirements.
How much is cloning?
How much is cloning?
As for the viral vectors, cloning cost will vary with localization. For most cloning, it should not be more than 350 USD.
Contact at tools@neurophotonics.ca
for more details.
