Frequently Asked Questions (FAQs)

Novachem is a specialised import and distribution company who distributes products in Australia and New Zealand. You can find out more about us on our About Us web page.

Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur

We would love to have you visit us.  Please make an appointment enquiry via our contact form and we will get in touch. Unfortunately however we do not have a shop front and you cannot pick up goods from our warehouse directly.  All goods are sent by courier.

If you have received a purchase order confirmation from us, it's on the way.  If we have the items in stock, it usually takes around 1-2 days to process the order and subject to shipping conditions, you should have the materials quickly.  We send out delivery order confirmations when goods are packed, so keep your eye out for that.  If you need a partial shipment, or particular goods urgently, please contact us. 

Your Novachem customer account page will also have many of the details you are looking for.

Our website is generally a quoting system, however if you have a login and an active account, you can view pricing and availability.  If you confirm the order and enter a Purchase Order number as your customer reference, we can proceed and confirm the order straight away.  

Please let us know if you need access to this facility.

No.  Novachem has many interesting drugs, poisons and pharmaceutical products in its catalogue, however these are controlled substances in the main and we must receive a copy of a poisons permit and authority to possess any restricted substance before we can provide access.  Products Novachem provides are in general not "for personal use".

Certificates of Analysis are available through our CoA page located here.  Please note that the digital delivery confirmation has active links to the relevant certificate of analysis for your product lot embedded.  This document is emailed to the original customer noted on the order when it is packed at the Novachem warehouse.

Safety Data Sheets are available through our SDS page located here. Please note that the digital delivery confirmation has active links to the relevant Safety Data Sheets for your product lot embedded where they have been created. This document is emailed to the original customer noted on the order when it is packed at the Novachem warehouse.  It is also available on the specific product page when available.

Please note that not all products may immediately have an Australian GHS compliant SDS available, as these are required to be authored when new products are imported.  This can take some time, however we can in the interim usually provide a Vendor SDS whilst the local one is authored. Please check the SDS page, and if we do not have the appropriate document, it can be requested via out contact page or by email.

No, you can request a quote without an online account. An online account allows regular customers to see product pricing without having to request a quote every time. If you would like to register for an online account, click here.

Just ask! We provide online access to most customers. If you would like to register for an online account, click here.

Losing a password or just having too many to remember can be a pain.  To recover your password, use our reset password page. Enter your email and we will send you a password recovery link.

It may be that your account has been disabled due to lack of use or there is some other issue. We're here to help and apologies for the inconvenience. Please either use the chat function at the bottom right of the screen, our contact form or you can always call us on our 1800 668 224 number. We will be only too happy to further assist.

Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur

If you have an online account with us and are logged in, you will see the price displayed alongside each product. If you don’t have an account, you can click ‘Add to Quote’ for each item of interest, then got to View Cart, and click ‘Request Quote’. Our sales team will review the request and send you a quotation by email. Or, if your request is best suited to an email, just send us an email to sales@novachem.com.au

If you have an online account with us and are logged in, you will see the price displayed alongside each product. If you don’t have an account, you can click ‘Add to Quote’ for each item of interest, then got to View Cart, and click ‘Request Quote’. Our sales team will review the request and send you a quotation by email. Or, if your request is best suited to an email, just send us an email to sales@novachem.com.au

Yes, our quotations include all fees, there are no additional fees on top of what we have quoted.

Possibly, it depends on the products you are purchasing. Our Sales Team may advise you if there is any such requirement, however it is your responsibility to ensure you comply with all State/Federal regulations.

Quotations are valid for 30 days, unless otherwise specified in the quote or in the accompanying email. If you are still interested in the product(s) after 30 days, we can re-issue the quote after an internal review by our sales team.

Non-account holders cannot edit quotations, so it’s best to send us an email to request the changes.

For institutions who use an internal procurement system, you can send a purchase order by email or fax. For website users, when you lodge a quote request, you can enter a reference number if you wish. You will still receive a quotation by email with your reference number, however this does not constitute a confirmed order. You will need to respond to the quotation email and explicitly state that you wish to proceed with your order.

Most institutions can pay on credit terms, by EFT or credit card (charged when the goods despatch from our store). Non-account holders will be required to pre-pay by EFT or credit card. Please note that credit card surcharges may apply.

Yes, an order confirmation email will be sent to the purchaser.

Possibly, but conditions apply. See our Terms and Conditions here.

When goods have been checked into our warehouse, the receiver will be sent an email with notification that the order is currently being packed and shipped.

This email includes a Delivery Slip relevant to the order, detailing items that are being shipped and those that are on back order.

The order should be received within the next few days.

We use cardboard cartons and or polystyrene eskys for outer packaging. Internally we use a variety of packaging materials Bio-Fill, bubble wrap, plastic ziplock bags, packing tape, heavy packaging paper and light honeycomb packaging paper.

How your order is packed depends on the products and the shipping conditions required as per the manufacturer’s directions.

Depending on the shipping conditions of the items in your order, we ship goods at Ambient (Room Temperature), Wet/Blue Ice (2-10oC) or Dry Ice (-20oC).

Our specialised freight forwarder stores packages as per requirements whilst awaiting uplift and replenish ice as required.

Ambient shipping condition goods are shipped Monday through to Friday.

Wet/Blue Ice & Dry Ice shipping condition goods are shipped Monday through to Wednesday only.

Our specialised freight forwarder uses a closed tracking system, if you have any queries about the delivery status of your order please contact the Novachem team.

Your order will be delivered during business hours by our specialised freight forwarders. The receivers name and signature is always required.

No, due to the nature of the goods transported “Authority to Leave” not allowed. The receivers name and signature is always required.

Possibly, but conditions apply. See our Terms and Conditions here.

Despite our freight forwarder’s best efforts, sometimes the ice can melt during transit. In most cases, a short amount of time at ambient temperature will have no effect on the integrity of the product. If you are unsure, please review your CoA and Material Safety Data sheet for Stability Data, shipping and long term storage recommendations. If you are still unsure, please contact the Novachem team.

Most of our products are for laboratory use, for analytical or research purposes, and are not fit for human consumption. The sole exception to this is our Bedrocan range of medicinal cannabis products, which are designed for human therapeutic use and are available via a pharmacy only.

No problems - we have over 800,000 products in our database and unfortunately not all of them have every detail attached. If you use our contact form or chat system we may be able to help on the spot.  If you need more comprehensive information, we may be able to get that from our vendor partners for you instead.  Please make sure you include the volume of product required, purpose or intended use, and any certification requirements, and we will answer your query as quickly as we can.

Generally not. Most of our products are scientific or laboratory use.  Many of them are quite poisonous, so we don't want you to hurt yourself by using the product for other than intended purposes. Some novel pharmaceutical materials are available as standards for analysis, but they are not able to be used therapeutically. Please let us know if you require clarification on this.

Novachem is a wholesale distributor and we rely on our manufacturer partners to provide products to us. On many occasions the products have a specific subset or brand associated with them. Knowing what this is will allow you to be certain of the source of the product and to be able to trust the quality provided.

Novachem ensures that local stock is available for high volume products, but we don't keep everything on hand.  This ensures the longest shelf life of our products for you. We regularly order from our suppliers, so you can normally receive products in 3-4 weeks, provided they are in stock with our supplier.  Request a quote and an ETA for the goods and we'll provide it to you as soon as possible.

Most of our products are for laboratory use, for analytical or research purposes, and are not fit for human consumption. The sole exception to this is our Bedrocan range of medicinal cannabis products, which are designed for human therapeutic use.

All LGC/AXIO’s PT schemes are operated in accordance with the international standard ISO/IEC 17043. The statistical analysis undertaken is in accordance with the international standard ISO 13528. LGC is accredited by the United Kingdom Accreditation Service (UKAS) for the provision of proficiency testing schemes against ISO/IEC 17043

All LGC/AXIO’s PT schemes are operated in accordance with the international standard ISO/IEC 17043. The statistical analysis undertaken is in accordance with the international standard ISO 13528. LGC is accredited by the United Kingdom Accreditation Service (UKAS) for the provision of proficiency testing schemes against ISO/IEC 17043

Whilst some schemes do require all rounds to be undertaken, most PT schemes offer single round sign ups at any time throughout the year.

Novachem distributes AXIO/LGC PT schemes in both Australia & NZ. Due to the time sensitive nature of PT samples, Novachem may suggest having rounds delivered direct from LGC. Please get in contact should you have any questions.

Novachem deals with the importation of most PT samples, so in most cases an import permit is not required. A small range of samples are required to be transported direct to a Quarantine Approved Premises (QAP). If you wish to sign up for any of these samples, we will require your lab to be a QAP, ask that samples are sent direct, and an import permit will need to be provided.

Most schemes offer extra/repeat samples of rounds (stock pending) for a discounted price. You can find this option on the application form.

Please send an enquiry to pt@novchem.com.au regarding what analytes need to be tested and in what matrix. We can then provide application forms and detailed scheme material. Alternatively, you can use our online Analyte search here to narrow your search.

Novachem work in collaboration with AXIO/LGC. As such you will receive correspondence from both LGC & Novachem. All questions regarding the schemes should be directed to Novachem.

AXIO/LGC will provide access to their online portal to submit results and retrieve reports.

Please get in contact if you are having trouble making the deadline. Although Novachem does not have the authority to extend deadlines, we can work with AXIO/LGC to help find a potential solution.

In order to ensure confidentiality, participants in all schemes are allocated a unique laboratory reference number by AXIO/LGC. This number enables results to be reported without divulging the identities of participant laboratories. Only staff within the proficiency testing team and the laboratory itself will know this number.

AXIO/LGC’s portal does allow for multiple results to be uploaded but requires each lab to nominate a result to contribute to statistics. For more information, please download the following.

At Novachem, we offer customer the choice to pay for the full year upfront, or after each round is dispatched. You can nominate which option suits you best on the application form.

If you have further questions, please give Novachem a call on (03) 8415 1255.

AXIO/LGC also have a list of FAQ’s you can find here