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Service Support

Novogene is customer-success focused. Customer success begins with the design of the project, the efficient execution of the project, analysis of the data and supporting the customer to ensure that the data and reports generated meet their needs. To achieve all of these goals we have teams for each project who work with the customer to ensure that we understand their needs and meet them to the customer’s satisfaction. At Novogene we consider a successful project to be one in which we have generated publication-ready data efficiently, effectively in a rapid time-frame and gives our customers what they need to aid in the research success.

Service Workflow

Documents required for each step:
Sample receiving
  • Include hard copy of Sample Information Form (SIF) in the sample package
  • Send e-copy Sample Information Form (SIF) and tracking number to Novogene technical support before shipping out package
Project initation following sample QC:
  • Purchase order
  • Full payment
Data release:
  • Purchase order
  • Full payment

*Turnaround time starts from project confirmation to data releasing.

Sample Preparation Guide

This document provides guidelines on how to prepare DNA or RNA from different sources. If you need other help or extraction service, please contact us for details.

Download Sample Preparation Guide
Sample Requirements

This document shows Novogene Sample Requirement of DNA, RNA and libraries for different sequencing types. It is essential that the appropriate instructions be followed to enable the successful completion of your project. If your samples are outside our standards, please contact us for evaluation.

Download Sample Requirements

Quality Management

Introduction

Novogene has strict quality control standards; only qualified samples can be used for NGS. Before downstream bioinformatic analysis, quality testing is applied. We validate the quality of the sample, the library and the data.

Sample QC

To ensure successful library preparation and sequencing, all samples received by Novogene first undergo quality control assessment. DNA samples quality is measured using agarose gel electrophoresis, and Qubit 2.0. RNA sample quality is assessed using NanoDrop, agarose gel electrophoresis, and the Agilent 2100 BioAnalyzer.

Sample QC

To ensure successful library preparation and sequencing, all samples received by Novogene first undergo quality control assessment. DNA samples quality is measured using agarose gel electrophoresis, and Qubit 2.0. RNA sample quality is assessed using NanoDrop, agarose gel electrophoresis, and the Agilent 2100 BioAnalyzer.

Library QC

During NGS library preparation, initial samples will be fragmented/sheared, tailed, ligated with modified oligos, size selected and amplified. Accurate qualification and quantification of the library is crucial to successful sequencing. Novogene library quality control process includes four steps:

volume

Sample amounts higher than the minimum requirements may improve the library success rate

Qubit

measures the concentration to ensure that the best amount of material is used to achieve optimal results

Agilent 2100

Provides sizing and quality assessment of the library

qPCR

Measures the concentration of the library and presence of Illumina anchor sequences prior to analysis

If both sample volume and concentration meet specifications, libraries are tested using the Agilent BioAnalyzer and qPCR.

Raw Data QC

QC of raw data is an important measure for determining the quality of the libraries and indicating whether the sequencing succeeded or failed. Novogene will stringently analyze the sequencing data to ensure accuracy and reliability, including quality, error rate, Q20, Q30, adapter contamination rate, etc. Raw reads with low quality, containing adapter sequences, or with >10% of “N” base calls will be removed to obtain the clean reads.

By carefully and diligently controlling the quality of the DNA and RNA that is sequenced we can increase the quality of the results that we pass on to our customers.

Raw Data QC

QC of raw data is an important measure for determining the quality of the libraries and indicating whether the sequencing succeeded or failed. Novogene will stringently analyze the sequencing data to ensure accuracy and reliability, including quality, error rate, Q20, Q30, adapter contamination rate, etc. Raw reads with low quality, containing adapter sequences, or with >10% of “N” base calls will be removed to obtain the clean reads.

By carefully and diligently controlling the quality of the DNA and RNA that is sequenced we can increase the quality of the results that we pass on to our customers.

Data Analysis

Introduction

Generating useful and actionable information from NGS is often difficult and daunting. Novogene’s expert staff helps our customers overcome this problem. Our accomplished bioinformaticians assist our customers in generating the data they need to advance their research. Our scientists combine bioinformatics scientist and automatic analysis system. Our informatics analysis far surpasses that of any other service provider. In addition to analyzing our customers’ data and providing extensive analysis, we offer comprehensive support to enhance the effectiveness of our customers’ research, working closely with them to generate publication ready results. Our bioinformatics scientists are highly experienced and are “specialists” in the types of analyses that they perform. Specialization enables them to gain experience and knowledge within that realm of analysis, refine their skills, and deliver the best possible results and support. With Dr. Li’s extraordinary bioinformatics skills and this application focus, we have industry-leading analysis expertise that enables us to deliver Publication-Ready results to our customers.

Unmatched Bioinformatics Expertise Applied to Every Project

Publication-Ready Results

Sizable Staff of Bioinformaticists to Analyze Your Data Rapidly, EffectivelyAdvanced Titan Krios 300 kV Cryo Electron Microscope analytical service is available.

Extensive Support to Ensure Customers’ Success

General workflow FAQs

Novogene’s headquarters are located in Bejing. As a global leader in NGS, we also have branches in Hong Kong, Singapore, the U.S, and the U.K. Novogene is committed to providing quality service and scientific excellence worldwide.

Before sending samples, you will be provided a Sample Information Form (SIF) to fill out. Once completed, please return an electronic copy and include a printed copy in your sample package. For sample requirements, delivery address, and shipment advice please contact europe@novogene.com (Europe), amea.pc@novogene.com (Hong Kong, Macao, Taiwan, Singapore, Southeast Asia, Middle East, Japan, South Korea, Australia, New Zealand, India, Africa), us@novogene.com (North and South America) or your local account manager directly.
Please note: In America, Novogene does not accept USPS as a shipping provider. Please choose other couriers such as FedEx, UPS, DHL, etc.)

Novogene accepts the following payment methods:

  • Via electronic transfer. Bank account information will be provided on the invoice.
  • Credit card payment. Please be aware that there is a small transaction fee.
  • By check. (Europe does not support this approach)

Please contact the Novogene Representative before sending your check. Mail your check directly to our office at the address below:

North and South American mailing address:
Novogene Corporation
8801 Folsom Blvd #290,
Sacramento, CA 95826

Singapore and Southeast Asia mailing address:
NovogeneAIT Genomics Singapore Pte Ltd.
25 Pandan Crescent, #05-15
TIC Tech Centre, Singapore 128477

Hong Kong, Macao, Taiwan, Middle East, Japan, South Korea, Australia, New Zealand, India and Africa mailing address:
Novogene (HK) Company Limited
Level 54, Hopewell center, 183 Queen’s road east, HONG KONG

At Novogene, the safety of your project data’s is our highest concern. As an established private company, maintaining the integrity of our customers’ data is critical to our business. Per our policies, your data will not be disclosed to any other parties or organizations, unless otherwise specified by you. Additionally, your data will be deleted from our databases within a specified period following delivery to you. Upon request, we will provide you with a written agreement that has clearly defined terms of confidentiality.

You have the following options for shipping DNA samples:

      
  • The DNA can be lyophilized for shipping at room temperature.
  •   
  • Samples can be packed with ice packs/blue ice.
  •   
  • Recommended method: Pack samples in dry ice. Make sure to use sufficient dry ice (5lbs per day of transit). Send via FedEx or other carrier of choice.

  

You have the following options for shipping RNA samples:

      
  • Lyophilize the RNA before shipping at 2-8 °C or at room temperature.
  •   
  • Pack samples in dry ice. Make sure to use sufficient dry ice (5lbs per day). Send via FedEx or other carrier of choice. (Recommended Solution)
  •   
  • For tissue samples, stabilize RNA using RNAlater®. For extracted RNA, use RNAstable®. Ship tissue/RNA samples at room temperature.

We provide DNA/RNA extraction services for tissues or body fluids. If you have a need for DNA/RNA extractions, please contact your Novogene representative to discuss your specific needs. However, the most preferred method is to send extracted genetic material.

We recommend FedEx (http://fedex.com/), UPS (www.ups.com), DHL (www.dhl.com), TNT (www.tnt.com), and World Courier (www.worldcourier.com). Please choose the PRIORITY option for international shipment to ensure the quickest route.

The sequencing platforms used at Novogene include Illumina NovaSeq 6000, HiSeq X Ten and PacBio Sequel.

Yes. If you pay the freight charge, we can return the remaining of the samples to you. Pricing varies depending on package details.

Novogene does not return libraries that we have constructed. If you have prepared the libraries yourself, we can return them to you. Please refer to the above question on sample return fee information.