What information is needed when placing an order?
Information required when placing an order includes: Name of institution and contact, telephone number, shipping and billing address, product description, catalog number, product quantity and size, and the method of payment (purchase order number or credit card number).
Why does R&D Systems review new customers before processing an order?
In order to protect the public, it is R&D Systems policy only to supply products for use by appropriately trained personnel conducting their work under appropriate ethical controls. Accordingly, all new customer accounts are subjected to a rigorous review process. This process can typically be completed the same business day if adequate information is provided. We appreciate your patience and cooperation in supplying the information necessary to complete this process promptly.
How do I redeem a promotional code?
To redeem a promotional code, please enter the code in the Special Instructions box if ordering online. Promotional codes can also be redeemed by calling Customer Care to place your order.
How do I request a quote for a bulk quantity of product?
Customers may receive a quote via their local sales representative by making a bulk quote request online or by emailing email@example.com
How does sales tax apply to my order?
Sales tax will be added to the amount due at the time of order shipment when the destination requires R&D Systems to collect sales tax. If you are exempt from sales tax, R&D Systems must have your "tax exempt ID" from the taxing authority. To provide this information, please contact the Accounting Department of R&D Systems (1-800-343-7475) or email firstname.lastname@example.org.
What is a "Purchase Order Number"?
A purchase order (PO) number is an alphanumeric code issued by a buyer to a seller indicating quantities and agreed prices for requested products or services.
What are R&D Systems Terms and Conditions?
When submitting an order on this site, you are agreeing to these Terms and Conditions.
What is a Card Security Code (CSC)?
The CSC is a 3- or 4-digit number shown on your credit card. By providing this code, it indicates the card is in your possession when placing the order.
For Visa and MasterCard: On the back of the credit card, look at the signature box. At the far right of this box is the 3-digit CSC, preceded by either the entire 16-digit credit card number or its last 4 digits.
For American Express: The CSC is located above the account number on the face of the card and may be on either the left or right side. Note: Some American Express cards have a 4-digit number below the account number. This is not the CSC.
What is R&D Systems Privacy Statement?
R&D Systems follows certain guidelines with respect to the handling of customer data. Please click on the link to read our full Privacy Statement. Please contact R&D Systems with any questions or concerns.
What is a "Back Order"?
In rare cases, inventory may be depleted. Affected customers may have their order shipped when all products are available or have available products shipped immediately and back-ordered items shipped once they become available. Whichever method is chosen, shipping will only be charged one time. When ordering online, products that are out of stock will be clearly identified when added to your cart. Made to Order products will appear out of stock, because they are produced on demand and, therefore, cannot be inventoried.
For more information about estimated shipping dates for a back order, please contact Customer Care.
How do I cancel an order?
To cancel an order, please contact Customer Service. For orders that have already shipped, a restocking fee of 20% of the product(s) list price will be assessed. Please see R&D Systems Terms and Conditions for more information.
What is the return and refund policy?
Purchaser can return Products that are damaged or defective upon delivery, but Purchaser must contact R&D’s Customer Care within 10 calendar days of the day Purchaser received the Products. A return authorization (“Return Authorization”) must be obtained from R&D’s Customer Care for all returns. R&D will not accept returns, and no credit will be issued, without a Return Authorization. Custom Orders are ineligible for cancellation or return.
Upon receipt of Products that have a Return Authorization, a credit for the original purchase price less the Returned Products Charge (calculated as 20% of list price) and the original shipping and handling charge (“Partial Credit”) will be issued. To obtain a Partial Credit, products must be returned within sixty (60) calendar days of receiving a Return Authorization.
If an error by R&D results in shipment of incorrect Products, R&D will, at its sole option, credit the original order and re-ship, the correct Products per Purchaser’s Order or credit Purchaser’s account for the purchase price of the Products shipped in error plus shipping charges. If an error by Purchaser results in the shipment of incorrect Products and is reported to R&D within ten (10) calendar days, Purchaser may obtain a Return Authorization and return the incorrect Products for Partial Credit.
Duplicate shipments due to incorrectly marked confirming orders will be subjected to a returned products charge of 20% of the list price of the Products returned (irrespective of whether such Products were purchased at discounted prices) (“Returned Products Charge”) plus shipping charges. R&D does not issue full credits for returned products since its products are perishable and R&D cannot be assured of the quality of returned products.
How do I create a new online order?
To enter a new order, search for the product of interest using the Product Search box in the top right corner of the page. Add the quantity desired, and click on the Add to Cart icon to begin the order process.
How do I register for a new account?
To register a new account, please enter all of the requested information on the New Account page. Online ordering is available only for customers in the USA, Canada, and Europe*. *Other international customers may locate their distributor by visiting our Distributor page.
How do I log in?
Click on the Log In link located at the top right corner of the webpage or follow the prompt during the ordering process.
How do I edit an online order after it has been submitted?
After an order is submitted, you must contact Customer Care to request editing the order.
How do I save the contents of my cart for later use?
To save the products in your cart and order later, click on the Save Your Cart link. To submit the order, click on Check Out.
How do I view my online order history?
To view previous orders, click on Order Status in the navigation pane on the left side of the page.
Can I reorder a previously ordered product online?
To reorder a previously placed order, click on Order Status, and identify the previous order of interest. Click on edit, and proceed to check out.
How do I check the status of an existing order online?
To check the status of an online order, please contact Customer Care.
Can I track a shipped order?
You should receive a shipment notification email at the time your order ships.
What is a "Personal Reference Number"?
To assist you in identifying the charge for this particular order, you may assign a personal reference number. If you do not choose a reference number, one will be automatically assigned and placed in this field.
What are "Special Instructions"?
Special instructions may be entered for any order, and you may be contacted by a customer service representative to clarify order details. Examples include: A request for a bulk quantity of product, a "Quote #" or "Promotional Code" for special prices or offers, or special shipping instructions.