Frequently Asked Questions - FAQ

You can order quickly and easily online via the shopping cart or by e-mail. Of course you can also send us a letter, fax or e-mail to info@hoelzel.de.

For an online order you need a customer account, which you can create quickly and easily. We internally assign you the conditions agreed with your organization, so that you can always see your personal price.

Please understand that we cannot accept telephone orders. After we receive your order, we will initiate the order with the manufacturer directly.

As soon as we are informed about the delivery date, we will send you an order confirmation immediately (usually within one working day).

Please note that our products are for research purposes only and with some exceptions also for diagnostic purposes. We do not sell to patients or other private individuals. Learn more in our terms of service.

Delivery times vary and depend on manufacturers and countries of origin. In addition, the delivery time depends on whether the ordered product is in stock at the manufacturer or has to be manufactured for you.

Usually you can see the delivery date directly on the product page:

Order confirmations are sent within 24h after receipt of the order. You can see the delivery date from this.

The delivery costs vary depending on the country and/or weight of the ordered product. Within Germany the shipping costs are 26 Euro (including handling).

For shipping within Germany with dry ice we charge an additional 27,90 Euro.

Delivery costs outside Germany are indicated in every offer, every order confirmation and of course in our shopping cart.

You can pay by bank transfer, credit card (Visa & Mastercard) or by check. Please indicate your invoice number in the reason for payment for all payments.

Order confirmations are usually sent within 24h after receipt of the order. You can also see the delivery date. If a delivery should be delayed, you will of course be informed by us.

Even though we try to keep our portfolio as structured and consistent as possible, biological products and their names remain very complex. Therefore, we recommend searching by synonyms and alternative names, as well as using hyphens and spaces (e.g. CD8, CD-8 or CD 8) for targets to exclude minor spelling mistakes that may impact your search results.

In addition, the use of CAS-Nr. and other accession numbers (Uniprot, etc.) can greatly help to improve search performance.

Of course, it can happen that a product is not quite right. In this case we ask you to always check the product for defects after receipt and to document them as good as possible. Only in this way can we exclude the possibility of a defect due to incorrect use. Simply contact us via the Complaint form.

For our online services, which you can find in the footer, we offer you step by step instructions below: