How to Get Support for an IDT Oligo Order or Payment Question

IDT's EU site (eu.idtdna.com) routes oligo order and payment questions through two main paths: "Ask a Scientist" for technical or custom-project questions about your oligo order, and the Payment Information page for billing-related topics. If you're signed in, your account area (My Account, Order History) is the fastest place to check order status before contacting anyone. Below is how each channel works and when to use it.

Start with your account, not support

Most order questions ("where is my oligo?", "what did I order?") are answered without contacting anyone. After signing in, the site exposes:

• My Account – profile and account-level settings
• Order History – past and in-progress orders
• My Cart / Wishlist – items you've saved or are about to order
• Quick Order – reorder or bulk-enter oligos
• LabLinker, OligoCards – linked ordering tools

Check Order History first. If the order is listed and in progress, you likely just need to wait; if something looks wrong (wrong sequence, wrong modification, missing item), that's when you escalate.

For oligo order questions: Ask a Scientist

The site's stated support entry point for oligo orders is "Ask a Scientist." The page text frames it as covering both cases:

"Questions about your oligo order? Whether it's a quick question or a custom project, our team is here to help."

Use this channel for:

• Questions about a specific order's sequence, modification, or QC
• Custom project consultations (non-standard modifications, GMP oligos, complex designs)
• Technical questions about how an oligo should be designed or used

Before you write, gather: your order number, the oligo name/ID, the modification or scale you ordered, and a specific description of the problem. Vague questions get slower answers.

For payment questions: Payment Information page

Billing, invoicing, and payment-method questions are handled separately from scientific support. The site links a Payment Information page under Support:

https://eu.idtdna.com/pages/support/payment-information

That's the correct destination for questions about how to pay, accepted payment methods, and payment-related account details. Note that the site displays prices in USD on the EU storefront (the header shows "EN $ USD"), so confirm currency and any regional billing specifics on that page rather than assuming.

Which channel for which question

Common sticking points

• Not signed in. Order History and account tools require sign-in. If you can't see your order, check whether you're logged into the correct account.
• Sending a payment question to scientific support (or vice versa). These are separate channels; routing to the wrong one adds a handoff delay.
• No order number. Support can work without it, but including the order number and oligo ID shortens resolution considerably.
• Assuming the EU storefront bills in local currency. The header shows USD pricing; verify currency and payment terms on the Payment Information page before ordering.

What IDT's oligo catalog covers (so you know what support can help with)

Support questions usually relate to a specific product line. The site lists these oligo categories, all of which fall under the same order-support umbrella:

• Custom DNA Oligos – standard desalted orders; the site states >90% ship within 24 hours, quality-checked by ESI-MS
• Custom RNA Oligos and Ultramer RNA Oligos
• Oligo modifications – attachment chemistry/linkers, fluorophores and dark quenchers, modified bases, phosphorylation, spacers, click chemistry modifications, phosphorothioate bonds
• Custom GMP Oligos
• Affinity Plus DNA/RNA Oligonucleotides, Mixed bases, Normalized Oligos, Oligo pools, SameDay Oligos, HotPlates, Rapid HPLC, TruGrade DNA Oligos
• OligoCard – a stored, reusable oligo format

If your question is about a modification or a non-standard format, mention the exact modification name from this list when you contact support.

Bottom line

Check Order History first for anything status-related. Use Ask a Scientist for oligo-specific and custom-project questions. Use the Payment Information page for anything about paying. Have your order number and oligo details ready before you reach out.