New England Biolabs
About New England Biolabs
New England Biolabs, Inc. (NEB®) is a world-leading privately held life science company and the premier global supplier of reagents, enzymes, and molecular biology tools for life science research — trusted by scientists, researchers, and biotechnology companies in more than 100 countries. Founded in 1974 in Ipswich, Massachusetts by Donald Comb and a group of fellow molecular biologists who wanted to run a research-driven company that operated like a cooperative scientific community, NEB pioneered the discovery, characterization, and commercialization of restriction enzymes — the molecular scissors that became the fundamental building blocks of recombinant DNA technology and the biotechnology revolution. Today NEB is headquartered at its iconic 240 County Road campus in Ipswich, Massachusetts — a stunning, award-winning 120+ acre rural setting on Massachusetts’ North Shore just 30 miles north of Boston — and is led by CEO Salvatore “Sal” Russello, who assumed the role in August 2022 following the retirement of longtime CEO Jim Ellard.
NEB is a certified B Corporation — recertified in May 2025 — reflecting its founding belief that scientists, acting as humanitarians, can make invaluable contributions toward a more sustainable, healthy, and informed society. In September 2024, NEB was awarded a new LEED® certification for its 100,000-square-foot expansion of its main Ipswich campus laboratory facility — a state-of-the-art biotech production building with advanced development and quality control labs, collaboration spaces, a campus-wide conference center, underground parking, and multiple roof terraces — reflecting NEB’s continued growth momentum across the genomics, nucleic acid medicines, and molecular diagnostics sectors. NEB’s annual revenue is estimated at approximately $137 million, and the company employs between 650–1,000 scientists and staff worldwide across its Ipswich headquarters and global subsidiary offices.
Quick Information
Industry
Life Sciences — Molecular Biology Reagents, Enzymes, Cloning & Genomics Research Tools
Founded
1974, Ipswich, Massachusetts
Ownership
100% privately held — not publicly traded
CEO
Salvatore “Sal” Russello (August 2022 – Present)
Number of Employees
650–1,000 worldwide
Annual Revenue
Approximately $137 million
Corporate Office Hours
Customer Service / Orders: Monday–Friday 8:00 AM – 9:00 PM ET. Technical Support: Monday–Friday during regular business hours. Email support available weekends and holidays.
info@neb.com — general inquiries, ordering, and product information
customerservice@neb.com — customer service and order issues
NEBsolutions@neb.com — custom product and OEM inquiries
techsupport@neb.com — technical product support
Website
www.neb.com
Contact / Support Page
neb.com/support
Careers Page
neb.com/careers
Corporate Phone Numbers
Orders & Customer Service (Toll-Free, USA)
1-800-632-5227 — primary NEB toll-free ordering and customer service line for U.S. customers. Available Monday through Friday 8:00 AM to 9:00 PM ET.
General Information (USA)
(978) 927-5054 — NEB general information and local Ipswich corporate headquarters phone line. Available Monday through Friday during regular business hours.
Alternate Number
(978) 928-5054 — alternate NEB Ipswich headquarters phone line.
Technical Support (Toll-Free, USA)
1-800-632-7799 — dedicated NEB toll-free technical product support line for scientists with questions about assay protocols, product applications, troubleshooting, and experimental design. Available Monday through Friday during regular business hours.
Corporate Fax (USA)
(978) 921-1350 — NEB corporate fax at Ipswich headquarters for formal orders, purchase orders, and correspondence.
Beverly, MA Satellite Office
(978) 993-3502 — NEB Beverly, Massachusetts satellite office at 43/44 Dunham Ridge Road, Beverly, MA 01915.
How to Reach a Real Person at New England Biolabs
The fastest way to reach a live NEB customer service representative for orders, pricing, and shipping inquiries is to call 1-800-632-5227. This line is available Monday through Friday 8:00 AM to 9:00 PM ET — one of the longest customer service windows in the life science industry. For highly technical product, protocol, or experimental design questions, call the dedicated NEB Technical Support line at 1-800-632-7799, which connects you directly with an NEB scientist — a distinctive feature of NEB’s customer engagement model, where phone technical support is staffed by Ph.D.-level researchers with deep expertise in the products they support.
You can also reach NEB through email at info@neb.com for general and ordering inquiries, or at customerservice@neb.com for customer service and order issues. For custom product or OEM inquiries, email NEBsolutions@neb.com. Email support is available Monday through Friday during business hours, with responses typically received within one business day, and NEB offers weekend and holiday email support for urgent matters. NEB’s website at neb.com provides an extensive self-service resource including the NEB Cloner, protocol libraries, NEBcutter, and the NEB Product Selection Tool — all freely accessible 24/7.
New England Biolabs Headquarters & Campus Address
New England Biolabs has been headquartered in Ipswich, Massachusetts since its founding in 1974 — and its campus is one of the most distinctive and celebrated corporate headquarters in the entire life science industry. The current NEB Ipswich campus spans more than 120 acres of recreational fields, woodland trails, and open space along Massachusetts’ scenic North Shore, situated along Route 1A approximately 30 miles north of Boston and Logan International Airport. At the heart of the campus is NEB’s award-winning 140,000-square-foot research and production laboratory facility — a LEED-certified, purpose-built state-of-the-art biotech complex expanded by an additional 100,000 square feet in 2024 with a new LEED-certified production building. The campus also features the superbly restored “Mostly Hall” — a Victorian mansion that houses NEB’s administrative offices and speaks to the company’s unique commitment to environmental stewardship and architectural heritage. NEB’s campus philosophy reflects its founding values: a workplace designed to inspire scientific creativity in a natural environment, rather than a standard corporate office park.
New England Biolabs, Inc. — World Headquarters
240 County Road
Ipswich, Massachusetts 01938-2723
United States
New England Biolabs — Beverly, MA Satellite Office
43/44 Dunham Ridge Road
Beverly, Massachusetts 01915
United States
New England Biolabs — Canada (NEB Canada)
Whitby, Ontario L1N 9T7
Canada
New England Biolabs — China (NEB China)
Haidian District
Beijing 100083
China
New England Biolabs — France (NEB France)
Evry Genopole Campus
Evry, Cedex RDC 91030
France
New England Biolabs — Germany (NEB GmbH)
Brüningstrasse 50, Geb. B852
65926 Frankfurt am Main
Germany
New England Biolabs — Japan (NEB Japan)
Sumidaku, Tokyo 130-0022
Japan
New England Biolabs — Singapore
Kallang, Singapore 338729
Singapore
New England Biolabs — UK (NEB UK)
Hitchin, Herts SG4 0TY
United Kingdom
New England Biolabs Lyo Sciences (NEB Lyo Sciences) — UK Manufacturing
178 Brook Drive, Milton Park
Abingdon, Oxfordshire OX14 4SD
United Kingdom
For all formal written correspondence, purchasing agreements, and legal notices, write to New England Biolabs, Inc., 240 County Road, Ipswich, Massachusetts 01938-2723, USA. Include your full name, institution, order or account number, and a detailed description of your inquiry or complaint. For formal purchase orders, fax to (978) 921-1350 or email info@neb.com.
How to File a Complaint Against New England Biolabs
Step 1 — Contact Customer Service Directly
For product quality complaints, incorrect shipments, billing discrepancies, or delivery issues, call 1-800-632-5227 (Monday–Friday 8:00 AM to 9:00 PM ET) or email customerservice@neb.com. Have your order number, lot number, product catalog number, and a description of the issue ready. NEB’s customer service team is widely recognized in the life science industry for responsiveness and is typically able to resolve order and product issues on first contact.
Step 2 — Contact NEB Technical Support
For complaints involving product performance — enzyme activity, yield issues, unexpected assay results, or protocol failures — contact NEB Technical Support at 1-800-632-7799 or techsupport@neb.com. NEB’s technical support team is staffed by Ph.D.-level scientists who can investigate lot-specific performance issues and coordinate product replacements for validated failures.
Step 3 — Request a Product Replacement or Credit
NEB stands behind the quality of all its products. If a product fails to perform as described in its published specifications and the failure is reproducible, NEB’s standard policy is to replace the product or issue a credit. Ask customer service specifically to initiate a formal product complaint investigation, referencing the lot number and catalog number.
Step 4 — Email a Formal Written Complaint
For formal written documentation, email customerservice@neb.com or info@neb.com with your full name, institution or company name, order number, product catalog number, lot number, a detailed description of the complaint, and the resolution you are requesting. NEB responds to email inquiries within one business day.
Step 5 — Write to the Corporate Headquarters
For formally unresolved complaints, write to New England Biolabs, Inc., 240 County Road, Ipswich, Massachusetts 01938-2723, Attn: Customer Service. Include all prior contacts, reference numbers, order documentation, and a clear statement of the resolution you are requesting.
Step 6 — Contact Your Regional NEB Distributor
For international customers purchasing through an NEB exclusive distributor or regional subsidiary, contact the distributor directly in your country — contact information for all international distributors is available at neb.com/support. Regional subsidiaries in France, Germany, the UK, Canada, China, Japan, Singapore, and other countries have local customer service and technical support teams.
