Do I have to be a registered user to place an order on the Lonza website? |
 | | Yes, it is mandatory to register before placing an order. The registration process is easy to follow and will allow you to place orders immediately with a valid credit card. Once your registration has been updated by our internal staff, you will have the ability to place orders according to your credit limit that has been assigned by Lonza. |
What products can I order from the Lonza web site? |
| | Currently, the only products that are available for sale through our web site are the products that are in the Research Products, Endotoxin Detection, and Flexible Packaging Catalogs. While we have other ares on the website, these are designed to provide you information to help you make a buying decision related to these products. You must call our customer service department for that business unit to place your order. This information can be found in our Contacts menu item under Customer Service. |
How will I know if my order was entered correctly? |
| | At the end of order placement, a check order screen will be displayed giving you the chance to review your order before it is submitted. Once the order has been submitted an order confirmation screen is displayed with your sales order number and a link to display a print version of the order. Additionally, an order confirmation will also be sent via email to the email address you used to register. |
Who can order products on your web site? |
| | Customers from the US and Canada and in select countries in continental Europe can order products over our web site. Customers from other geographical regions should contact our distributor for their area. |
How will I know if the product I am ordering is available in inventory? |
| | A message will be displayed while you are adding items to your shopping cart if that product is not currently in inventory. You will be given the option of either continuing or cancelling so that you can browse for a different package size or other related products. Additional inventory checks are also performed once you proceed to check out. Messages will also be displayed if we are unable to complete your entire order. You will be given the option to send a partial shipment or have the order held to ship complete. Our Customer Service staff will notify you with availability times and affected items will be filled as soon as that inventory becomes available. For more detailed inventory availability information, refer to the links on the product page to phone numbers of our e-Commerce customer service desk. |
When I am finished adding products to my shopping cart, what is the next step? |
| | Click Shopping Cart which is located at the top of the page and also on the right-hand menu. This will take you to a screen where you can review the items you have selected and if you are satisfied, proceed to order checkout. |
What is the Notes box on the Go To Checkout screen? |
| The Notes box on the Shipping Information screen is a free text field designed to let you fill in any additional information you wish to communicate about your order. For example :
- You may want to have the order filled with a certain lot number from inventory.
- You may want to alert us that delivery is only between certain times of day.
- Any additional information you feel is important for us to better understand how to process your order correctly can be filled in here.
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What if I want to change the delivery address that appears in the Go To Checkout screen? |
| You can change the address information on an existing address or create a new delivery address by doing the following:
- Click the drop down menu provided to search for another existing address.
- Add a new address by clicking on the link provided under the address that is currently displayed.
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What if I get an error message that says my City/State/Postal Code combination is invalid? |
| | We have built an address validation routine into our site for North American locations to make sure the address you type in is correct (city/state zip code combination). This is to be sure that no mistakes or mistypes occur when address information is input. This is to prevent a shipment going to the wrong place or being routed in a less than optimum manner. When an error of this type occurs, please double check the city, state and postal code you have entered. You can also look on the bottom of the screen for a number of suggestions on how to change the city, state or zip code to a correct address combination. |
How can I change my invoice address if the default displayed address is incorrect? |
| In an effort to maintain integrity in our database, invoice addresses can only be changed by our internal customer service personnel. If you require a change to this address please list the information in the Notes section at the bottom of the Check Out screen. Changes will be made to your order as requested before your shipment is scheduled for delivery.
**Please note ** Credit card invoices are automatically sent to the shipping address on the order instead of the invoice address.
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What are the acceptable methods of payment? |
| | We accept the following credit cards: Amex, Visa, MasterCard. Additionally, once your registration has been updated by our internal staff, you will have the ability to place orders according to your credit limit that has been assigned by Lonza. |
Once I place my order, how can I check on its status? |
| | Once you are logged into the system, click on the My Account link at the top of the screen. Your Personal Area will be displayed with menus to the left that contain links to both Completed & Open orders. Once orders have been shipped, links will also be available for you to view Certificate of Analysis. |
Can I place orders for all the products in the Shop? |
| | We try to make as many products available for sale on our web site as we can. If a product is not available for sale over the web, there will be no shopping cart icon or Qty field adjacent to the part code. If you have interest in ordering one of these products, follow the instructions on that product page for contacting our Customer Service Department by phone or e-mail. |
Are there any shortcuts I can use to place orders faster? |
| Using My Favorites can reduce the time it takes to select items from the catalog and place them in your cart. Frequently ordered items can be added to your favorites by clicking the "Add to Favorites" icon. The next time you wish to place an order, select My Favorites from the right hand menu bar. Just enter the desired quantity and click the shopping cart icon next to each item you wish to order. Finally select Shopping Cart and Go To Checkout.
The Quick Order Entry function is another short cut you can use. If you know the specific part codes you want to order, you can input this information in the boxes provided. A copy of your last five web orders is displayed so if this order is similar to one of these previous selections, you can copy it which further speeds up the process. |
How can I find Certificates of Analysis (COAs)? |
| Did you need a Certificate of Analysis and couldn't find it in the shipping package? Simply look in My Account under Completed Orders. Products that have been shipped will also have a link available to print a COA if one exists.
Note: not all COAs are available. Older lots of material may not have COAs loaded. However, all newer lots of products do have COAs.
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What about shipments? I'm always trying to call you and find out where my order is. |
| | The web site can not only tell you whether or not your order shipped, it provides a link to the shipper’s tracking web site. You can find out exactly where your order is in the delivery process this way. Simply look in My Account under Completed or Open orders & click on the links provided. |
What about my privacy? |
| Lonza company policy is to preserve the identity of customers who choose to order from our website. We will not share your information with any outside agency or company nor will we use your information for internal marketing programs without your permission.
Click here to view our Privacy Statement. |
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