| 1. What is My Product List? Top |
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| It's a personal list of products that you purchase most frequently and can easily access each time you place an order. To add products to your list please go to a specific product page and click the "Add to My Product List" button located under the ordering box. When you are ready to order simply check off the products from your personal list and submit your order. |
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| 2. Can I save my order? Top |
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| Yes. The contents of your shopping cart will be remembered for 30 days. We use a cookie (that has no personal information) to remember your shopping cart. Please note that if you are not logged in and start a shopping cart, the contents of the cart will be erased when you log in. |
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| 3. Are there any products that I will not be able to order online? Top |
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| There are some products that cannot currently be ordered online. These include certain regulated substances, bulk items, samples and also products from the Clinalfa brand. In addition, some products are only available for specific geographic locations due to certain restrictions. Please contact Customer Service for further information. |
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| 4. What do I do if I forget my password? Top |
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| If you forget your password we will email it to you. Simply click the "My Account" button on the homepage and choose the link "Forgotten your password", enter your email address (this is the address you used when you registered and the one that is used as your user login) and click "Submit". |
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| 5. Do I have to register to browse the site? Top |
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| No, you do not need to register to browse the site, view product information and see country-specific pricing. You will need to register (or log-in) to place an order and view your order history. Once registered, you will not be required to re-enter any information that was previously entered during your account setup. |
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| 6. How do I register with EMDBIOSCIENCES.COM so that I can place orders online? Top |
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| Registration is quick and easy. Simply click the "My Account" button on the homepage and choose the link "Register for a New Account". Fill out the online user profile forms (fields marked with * are required) and click "Save". You'll then be logged in and able to place an order online. If ordering for the first time, see FAQ # 15. |
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| 7. After ordering online, what confirmation will I get and what information is included in the confirmation? Top |
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| You will receive an automatic e-mail confirmation shortly after you submit your order. Information in this first e-mail will include your confirmation number, our reference number, your account number, your purchase order number, the date of order, billing and shipping address, and a list of product ordered. A second e-mail will be sent when your order is shipped. This e-mail will contain the same information as the first e-mail, but will also outline the shipping details (cost of freight, ice charges, tracking number). If any items are on backorder, you will also receive that information in this e-mail. |
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| 8. Is there more than one way to create an order? Top |
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There are 3 ways you can create an order:
1) Quick Order - use this method if you already know the catalog numbers you require. Simply select the pack size and quantity before submitting the order.
2) My Product List - create a personal list of products that you purchase most frequently and access it each time you place an order. Simply check off the products from your personal list and submit the order.
3) Shopping Cart - Use one of the many search capabilities on the site to find the product(s) you require. Once found, select the package size, add to your shopping cart and proceed to checkout. |
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| 9. If I order online, will I still receive my automatic discount? Top |
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| When you are logged in, prices shown will reflect any standard discounts associated with your institution's account. Please note that standard discount pricing will only be reflected online after you have successfully placed your first online order. If you are using a promotion code, or have a special discount that is not associated with your institution, please make a comment in the comments field when ordering and your special pricing will be reflected in the confirmation e-mail that you receive. |
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| 11. What if I have a question about my order? Top |
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| Please contact Customer Service toll free at 800-854-3417 for further information. |
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| 12. I can't find a product on your web site but I know it is stocked by one of your brands. Top |
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| Contact technical support for additional help. Full details are on the Technical Support page. |
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| 13. What will my information be used for? Top |
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| All transactions initiated through this site are highly confidential. We do not share, sell, rent, or loan your personal information to any third party. A confidentiality policy can be viewed on your User Profile page (click on My Account and then Edit My Account). |
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| 14. Is online ordering really secure? Top |
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| Yes. Data sent between our webservers and your computer is encrypted using the Secure Socket Layer (SSL) protocol. This protects the data while it travels over the Internet and is unencrypted for display by your computer. |
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| 15. I do not have an account with EMD Biosciences, Inc.. Can I still place an online order? Top |
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| For first time orders you will be contacted by a Customer Service Rep to complete your new account setup. Complete the registration process and submit your order. Once the order is received you will be contacted via phone or email. Make sure to include your phone and email on your registration. |
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| 16. Can I pay by credit card? Top |
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| We accept payment by using MasterCard, Visa, or American Express.This method of payment is becoming increasingly popular due to the ease and efficiency of use. To pay for your order by credit card we will need your credit card number, expiration date and the cardholder's name exactly as it appears on your card, in addition to your usual ordering details. You also have the option to place your order with a purchase order. |
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| 17. Do I need to know my account number? Top |
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| No - simply fill in the rest of your details during the registration process. |
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| 18. When can I expect delivery? Top |
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| Products are shipped via DHL Airborne. You may opt for DHL overnight delivery or DHL second day delivery. If products are temperature sensitive and require ice, they are always shipped overnight. Orders placed after 12 PM Pacific Standard Time are not guaranteed to go out the same day. However, please note, if you have an urgent need you can place the order over the phone before 3pm PST for same day shipment. Please contact Customer Service (800) 854-3417 for details and availability of urgently needed products. View shipping policy and list of possible charges/fees. |
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