| 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 access each time you place an order. You can add products to this list from many points throughout the site. Simply check off the products from this personal list and submit your order. |
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| 2. Can I save my order? Top |
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| Yes. When you register you will have the option to save the contents of your shopping cart. If you leave this box UNCHECKED your shopping cart will be deleted each time you leave the site. If you CHECK this box, 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. |
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| 3. Is there anything I can't order on-line? Top |
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| There are some products that cannot currently be ordered on-line. 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. Contact a customer service representative for further information (details on the Customer Service page). |
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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 (the one that is used as your user login) and click "Submit". |
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| 5. Do I have to register? 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 Merck Chemicals Ltd. on the web? 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 on-line user profile forms (fields marked with * are required) and click "Save". You'll then be logged in and able to order on-line. |
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| 7. What confirmation will I get? Top |
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| You will receive an e-mail confirmation shortly after you submit your order. A second e-mail will be sent when your order is shipped (this will include the shipping charges). |
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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 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 on-line, will I still receive my automatic discount? Top |
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| When you are logged in, prices shown will reflect any discounts |
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| 10. What payment methods are available to me? Top |
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| We accept payment by credit card, debit card, purchasing card and purchase order. |
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| 11. What if I have a question about my order? Top |
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| Contact one of our customer service representatives by your preferred means. Full details are available on the Customer Service page. |
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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 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 on-line 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 Merck Chemicals Ltd. Can I still place an on-line order? Top |
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| Yes. Complete the registration process and submit your order. One of our customer service representatives will then contact you via your preferred method. |
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| 16. Can I pay by credit card? Top |
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| Yes. We accept payment by all major credit cards.This method of payment is becoming increasingly popular due to the ease and efficiency of our service. To pay for your order by credit card, all we need is your credit card number and expiry date in addition to your usual ordering details. |
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| 17. Do I need a purchase order number? Top |
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| If you are not paying by credit card a purchase order number will be required from you when you place your order on-line. |
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| 18. 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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| 19. VAT exemption certificates Top |
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| Are you tired of having to send out a VAT exemption certificate each time you place a VAT exempt order? We have the solution - make your account VAT exempt. All you have to do is request and return one form - your account will then be VAT exempt for one year. At the end of the year, we will automatically send you a renewal. You can place VAT exempt AND VAT payable orders on your account, but you must state whether or not you will pay VAT in the ordering comments box at the time of placing each order. |
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| 20. When can I expect delivery? Top |
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| All UK stocked items are delivered next day. We can arrange for extremely urgent orders to be delivered on the same day, or early the next day. Saturday deliveries can also be arranged. Please contact us for details and availability of urgently required products. |
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| 21. I am using Internet Explorer 6 and cannot check out my order. Is there a fix for this problem? Top |
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| Internet Exporer 6 contains a bug that may cause the system to throw an error when you try to submit an order. A patch is available from Microsoft, please click here for more information. |
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