Frequently asked questions

• How to register
• I did not receive a confirmation email
• I get an error message during registration
• I get an error message when I want to create a password
• I'm an existing customer, I want to change my address details while I'm registering
• I don’t know if my email address is already registered

How to register

Our website follows a two-step registration process.

• Step 1: Click on the Login/Register field in the upper right corner of the site.
• Click on 'Register Now' (Fig A).
• Register with your first and last name and your email address. (Fig B).
  Once you clicked on 'Register Now', you will receive a confirmation email from Lonza Bioscience with the subject 'Email Address Confirmation' (Fig. C).
  If you do not receive a confirmation email, please check your spam folder.
  By clicking on the confirmation link in the email, you will be guided to the second step of our registration process. This first step of your registration will only be completed if you click the link provided in the email. 
• Step 2: The confirmation link takes you to the form 'Account Setup' (Fig D). Fill in all mandatory fields before submitting your registration. Please note that your need to enter a valid address to complete your registration.
  Any error messages will be shown at the top of the page. In addition, fields entered incorrectly or mandatory fields that are left blank are highlighted with an error message in red. (Fig E).

Fig A

Fig B

Fig C

Fig D

Fig E

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I did not receive a confirmation email

There may be several reasons why you did not receive a confirmation email:

• The email may have been delivered to the spam folder. Check your spam folder.
• Your organization's email server did not recognize the email sender. Ask your IT department to whitelist email addresses from '@lonza.com'.
• There may be a typing error in the email address you submitted. Start the registration process again from step 1.

If you require further assistance, please contact our Website Support Team.

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I get an error message during registration

• Check if all fields were entered correctly, including a valid email address, street, zip code / post code and country. Any fields with an incorrect entry, or mandatory fields which were not filled in, are highlighted with an error message in red. In addition, an error message is shown at the top (Fig F). 
• If the problem persists, please contact our Website Support Team.

Fig F

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I get an error message when I want to create a password

For security reasons, your password has to match these criteria:

1. At least 10 characters long
2. At least one letter in upper case
3. At least one letter in lower case
4. At least one number
5. At least one special character

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I'm an existing customer, I want to change my address details while I'm registering

To guarantee a seamless purchasing experience, our system checks if your email address is already associated with an account during registration.

• If you have already purchased from Lonza Bioscience using the same email address as for website registration, your profile will be completed automatically with your existing account details. If you want to change your address details for your existing account, you will need to contact our Customer Service Team.
• If your email address is associated with several accounts, the system will ask you during registration for which account you would like to register.
• If you want to change your address information for an existing account, you need to get in touch with our  Customer Service Team.

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I don’t know if my email address is already registered

If you try to register with an email address which has been registered already, you will see a message informing you that this email address is already in use (Fig. G).
You have the option either to

• log in if you have the password,
• create a new password using the 'Recover your password' functionality,
• or try again with a different email address.

Fig G

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Frequently asked questions

• How to log in
• I cannot log in
• I do not remember my password
• I don’t know if my email address is already registered
• The 'update your password' link in the forgotten password email is not working

How to log in

1. Click on the Login/Register field in the upper right corner of the site.
2. Enter your email address and password and click on 'Log in' (Fig A).

Fig A

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I cannot log in

In case you have forgotten your password, please use the 'Forgot your password?' link next to the 'Log In' button (Fig B).

If your login fails three times in a row, your account will be locked to ensure that your account is not misused. You will not able to log in until your account is unlocked.
To unlock your account, please contact our Web Support Team.

Fig B

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I do not remember my password

1. Click on the Login/Register field in the upper right corner of the site.
2. Use the ‘Forgot your password?’ link to request a new password. (Fig C)
3. Within the pop-up modal, enter the email address you are registered with and click ‘Reset Password’ to receive a reset password link by email. (Fig D)
4. You receive an email with the subject 'Forgotten Password'. Click on the 'update your password' link in this email. Please note that this link is only valid for 30 minutes. Make sure to check your spam folder if you don't see this email in your inbox.
5. Set a new password which fulfils the requirements, confirm password and click on 'Reset'. You can now log in with your email address and your new password. (Fig E)

Fig C

Fig D

Fig E

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I don’t know if my email address is already registered

If you try to register with an email address which has been registered already, you will see a message informing you that this email address is already in use (Fig. F).
You have the option either to

• log in if you have the password,
• create a new password using the 'Recover your password' functionality,
• or register with a different email address..

Fig F

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The 'update your password' link in the forgotten password email is not working

1. Once you initiated the process of resetting your password, you will receive an email with the subject 'Forgotten Password'.
2. In this email there is a link to update your password. This link is only valid for 30 minutes (Fig. G).
3. If this link is not working, it is probably already expired. In this case, use then the 'Request a password update' in the same email (Fig. H).

Fig G

Fig H

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Frequently asked questions

• I want to make changes to my contact details after registration
• I want to change my email address after registration
• I want to add a new ship-to address
• I want to add a new billing address

I want to make changes to my contact details after registration

You can update your personal details such as phone number, building or department after registration.
For changes to the billing account address, such as street, postal code and city, please contact Customer Service.

1. Log in to your account, hover over the Welcome field in the top right corner of the page to show the menu and select ‘View My Account’ (Fig. A).
2. On the 'My Account' overview page, select 'Address Book' (Fig. B)
3. Click on the link ‘Change Contact Details’ in the top right of the page (Fig. C)
4. Update your contact details and submit the form (Fig D).
5. Your contact details have been updated. The new details will be displayed on the Secure Checkout page, under ‘Goods Receiver’ (Fig. E).

Fig A

Fig B

Fig C

Fig D

Fig E

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I want to change my email address after registration

Your email address is your unique identifier for your Lonza Bioscience account. If you need to change your email address, you need to register again with your new email address.

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I want to add a new ship-to address

You can update your personal details such as phone number, building or department after registration.
For changes to the billing account address, such as street, postal code and city, please contact Customer Service.

1. Add a new ship-to address to my Address Book
   • Log in to your account, hover over the Welcome field in the top right corner of the page to show the menu and select ‘View My Account’ (Fig. F).
   • On the 'My Account' overview page, select 'Address Book' (Fig. G)
   • Click on the button 'Add New Address’ (Fig. H).
   • Fill in the form with the details of your new shipping address and click ‘Submit Request’ (Fig. I).
   • The request has been sent to the Customer Service Team. You will receive an email after several days, informing you that the new ship-to address has been added to your address book.
2. Add a new ship-to address during checkout
   • On the ‘Secure checkout’ page, go to Step 2 – Shipping Address.
   • Click on the link ‘View/Add Addresses’ underneath the existing shipping address (Fig. J).
   • The modal window shows the existing shipping addresses, and a button for entering a new address (Fig. K).
   • Fill in the form. If you would like to use this new shipping address in future, tick the box ‘I would like to use this shipping address in the future’ at the bottom of the form (Fig. L).
   • Click ‘Submit address’. The new address is listed and will be used for this purchase.
   
   
   Please note: your shipment may be delayed as the address change requires verification.
   If you have ticked the box ‘I would like to use this shipping address in the future’, the new address will be added to your address book for future use.

Fig F

Fig G

Fig H

Fig I

Fig J

Fig K

Fig L

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I want to add a new billing address

All billing accounts that are associated with your account are shown during the checkout process. A new billing address can only be entered by our Customer Service Team. Please save your shopping cart and contact our Customer Service Team.

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Frequently Asked Questions

• How can I generate a quote on the website myself?
• Where can I see my quotes?
• How can I place an order based on a quote?
• I have trouble placing an order
• I have trouble with my credit card payment
• The prices shown do not match my contract/quote
• I want to place an order with a new billing address
• I want to place an order with a new shipping address
• I want to order a specific batch number
• I want to enter a reservation number
• I want to add special instructions to my order
• I don't have a PO number, can I still place an order?

How can I generate a quote on the website myself?

• Log in to your website account and add the product(s) for which you would like a quote to your shopping cart.
• Click on ‘Generate Quote” (Fig. 1).
• The quote is generated automatically within a few seconds and your quote details displayed on one page.
• Download a copy of your quote in pdf format by clicking on the link under ‘Download’ (Fig. 2).

If you would like to request a particular batch, please enter the batch number for the product in your cart (Fig. 3).
Please note, the batch number will only be listed in the pdf for download, it will not appear on the Quote details page.

The quote will be valid for 30 days. The validity of your quote is shown on the Quote Details page under ‘Expiry Date’ or in the associated pdf file (Fig. 4).

Fig. 1

Fig. 2

Fig. 3

Fig. 4

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Where can I see my quotes?

Log in to your account, and hover over the Welcome field in the top right corner of the page to show the menu.
The quotes which you generated automatically on the website are listed under ‘Auto-Generated Quotes’ (Fig 5).
The quotes which were issued by Lonza, e.g. by your Sales Rep, are listed under ‘Sales Agreements’ (Fig 6).

Fig. 5

Fig. 6

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How can I place an order based on a quote?

Please place your order on the eshop. The price on your quote will be automatically applied to your order. If you require the quote number to be associated with the order, please note the quote number in the comment field during checkout.

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I have trouble placing an order

Online purchasing is currently available for the following countries only:

Austria
Belgium
Bulgaria
Canada
Croatia
Denmark
Estonia
Finland
France
Georgia
Germany
Greece
Iceland
Ireland
Latvia
Lithuania
Malta
Netherlands
Norway
Portugal
Romania
Slovenia
Spain
Sweden
Switzerland
United Kingdom
United States

For all other countries, please order via your local distributor or contact our Customer Service Team directly.

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I have trouble with my credit card payment

• Please verify the card number, expiration date and CVV codes (Fig. 7).
• Make sure that your credit card is not expired and that your credit card limit is not exceeded.
• If you still have issues, contact our Customer Service Team for further assistance.

Fig. 7

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The prices shown do not match my contract/quote

• Please note that you will only see your account-specific pricing if your registration has been associated with the correct account. If you are not seeing your account-specific pricing, please contact our Customer Service Team.
• Pricing for a valid sales agreement will be automatically applied during your online purchase once you have added an item to the shopping cart and proceed to checkout.
• Please note that the sales agreement for this catalog item must be valid and issued to you personally. You can check your current sales agreements in your account:
• Log in to your account, hover over the Welcome field in the top right corner of the page to show the menu and select 'Sales Agreements’ (Fig. 8).
• Click on the link to the sales agreement to open the full details in pdf format (Fig. 9).

Fig. 8

Fig. 9

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I want to place an order with a new billing address

All billing accounts that are associated with your account are shown during the checkout process. A new billing address can only be entered by our Customer Service Team. Please save your shopping cart and contact our Customer Service Team.

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I want to place an order with a new shipping address

You can add a new ship-to address during checkout, or alternatively, to your address book at any time. In both cases, the new address will be verified by our Customer Service Team, this may take several days.

1. On the ‘Secure checkout’ page, go to Step 2 – Shipping Address. Click on the link ‘View/Add Addresses’ underneath the existing shipping address (Fig. 10).
2. The modal window shows the existing shipping addresses, and a button for entering a new address (Fig. 11).
3. Fill in the form. If you would like to use this new shipping address in future, tick the box ‘I would like to use this shipping address in the future’ at the bottom of the form (Fig. 12).
4. Click ‘Submit address’. The new address is listed on the checkout page and will be used for this purchase.
   
   Please note: your shipment may be delayed as the address change requires verification.
   If you have ticked the box ‘I would like to use this shipping address in the future’, the new address will be added to your address book for future use.

Fig. 10

Fig. 11

Fig. 12

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I want to order a specific batch number

In your shopping cart, enter the batch number of the product you would like to order in the field ‘Batch No.’ (Fig. 13). Please be aware that the requirement for a specific batch number may delay order processing by one or two days.
Note: You cannot order a specific batch number if using guest checkout.

Fig. 13

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I want to enter a reservation number

In your shopping cart, enter your reservation number for the product you would like to order in the field ‘Reservation No.’ (Fig. 14). Please be aware that the requirement for a reservation number may delay order processing by one or two days.

Fig. 14

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I want to add special instructions to my order

Please use the field under ‘Review’ at the final step of the checkout process to specify further instructions to Customer Service (Fig. 15).
Please note that any notes added to this field may delay order processing by one or two days.

Fig. 15

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I don't have a PO number, can I still place an order?

The PO number is a mandatory field in our online ordering checkout process. If you don’t have a PO number, please enter 'n/a' for not applicable in the PO number field.

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Frequently asked questions

• Where can I see my orders?
• When will my order be delivered?
• I have a complaint regarding one of my orders
• Where can I track the status of my order?
• Where can I download a copy of my invoice?
• Where do I find the packing list for my order?
• Where can I find the Certificate of Analysis for the specific batch I ordered?
• Where can I find the expected delivery date for my order?
  

Where can I see my orders?

1. Log in to your account, hover over the Welcome field in the top right corner of the page to show the menu and select 'Order History' (Fig A).
2. The Order History page lists all of your orders from the past 18 months, regardless of whether they were placed via eshop, by phone, email, or any other channel (Fig B).

Fig A

Fig B

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When will my order be delivered?

1. Please check your emails. If the order was submitted correctly, an order confirmation will be sent to you including the expected delivery date.
2. To check the status of your order/delivery online, log in to your account. Click on the login icon and select 'Order History' (Fig C).

Fig C

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I have a complaint regarding one of my orders

Please contact Customer Service for any complaints about your order, and our Scientific Support Team for any technical questions or issues.

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Where can I track the status of my order?

1. To check the status of your order/delivery online, log in to your account. Hover over the Welcome field in the top right corner of the page to show the menu and select 'Order History' (Fig D).
2. The order history table contains all orders which you have placed with Lonza Bioscience via the eShop, EDI or via our Customer Service in the past 18 months.
3. Click on the relevant order number in the table to view all order details (Fig E).
4. Once Customer Service has processed the order, the order details will show the estimated delivery date.
5. A tracking number and link will be shown for each product once the order has been sent (Fig F). Click on the link for delivery details provided by the shipping service.

Note: This functionality is not available if using guest checkout.

Fig D

Fig E

Fig F

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Where can I download a copy of my invoice?

1. Log in to your account, hover over the Welcome field in the top right corner of the page to show the menu and select 'Order History' (Fig G).
   The order history table contains all orders which you have placed with Lonza Bioscience via the eShop, EDI or via our Customer Service.
2. Click on the relevant order number in the table to view all order details (Fig H).
3. Click on the Invoice number under any of the products in this order to open a pdf file of your invoice (Fig I).
   If the invoice is not available within 2 working days after you have submitted the order, please contact our Customer Service Team.

Fig G

Fig H

Fig I

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Where do I find the packing list for my order?

1. Log in to your account, hover over the Welcome field in the top right corner of the page to show the menu and select 'Order History' (Fig J).
   The order history table contains all orders which you have placed with Lonza Bioscience via the eShop, EDI or via our Customer Service.
2. Click on the relevant order number in the table to view all order details (Fig K).
3. Click on the packing list number under ‘Delivery’ for any of the products shipped together for this order. This will open a pdf file of your packing list (Fig L).

Fig J

Fig K

Fig L

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Where can I find the Certificate of Analysis for the specific batch I ordered?

There are 2 ways to access the CoA for the batch you ordered:

1. I know the product catalog number and batch number:
   Visit the Certificates of Analysis page and enter catalog and batch (lot) number. You will be able to download the CoA in pdf format.
2. I do not know the batch number for the product I ordered:
   • Log in to your account, hover over the Welcome field in the top right corner of the page to show the menu and select 'Order History' (Fig M).
     The order history table contains all orders which you have placed with Lonza Bioscience via the eShop, EDI or via our Customer Service.
   • Click on the relevant order number in the table to view all order details (Fig N).
   • Click on the batch number for the specific product (Fig O), this will open the Certificate of Analysis in pdf format.

Fig M

Fig N

Fig O

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Where can I find the expected delivery date for my order?

The estimated order delivery date will be available once your order has been processed by Customer Service.

1. Log in to your account, hover over the Welcome field in the top right corner of the page to show the menu and select 'Order History' (Fig P).
   The order history table contains all orders which you have placed with Lonza Bioscience via the eShop, EDI or via our Customer Service.
2. Click on the relevant order number in the table to view all order details (Fig Q).
3. You will find the expected delivery date listed for each item of the order (Fig R).

Note: This functionality is not available if using guest checkout.

Fig P

Fig Q

Fig R

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Frequently asked questions

• Who can use the guest checkout?
• How can I place an order as a guest?
• Can I pay by invoice when placing an order as a guest?
• Can I have different shipping and billing addresses when placing an order as a guest?
• Can I request a specific delivery date when placing an order as a guest?
• Can I reserve a specific batch when placing an order as a guest?
• Can I order all products using guest checkout?
• I have a tax exemption certificate, can I make a tax-exempt purchase when placing an order as a guest?
• I ordered using guest checkout, can I create an account now with the information I have entered?

Who can use the guest checkout?

You may use the guest checkout if you don’t have an account with us, and:

• you are based in the US,
• you are authorized to pay by credit card,
• you do not require a tax-exempt purchase,
• you do not require a specific delivery date, product reservation or batch number.

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How can I place an order as a guest?

1. Select the products you would like to purchase. When you have filled your shopping cart, click on 'Checkout' (Fig. A).
2. On the login page which opens, select the 'Guest Checkout' option (Fig. B).
3. Enter your email address and click on 'Continue as Guest'.

Fig A

Fig B

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Can I pay by invoice when placing an order as a guest?

If you order as a guest, we offer payment by credit card only.
If you would like to pay by invoice, please register as a new customer, or use an existing account.

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Can I have different shipping and billing addresses when placing an order as a guest?

Yes, you can enter separate shipping and billing addresses.

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Can I request a specific delivery date when placing an order as a guest?

You cannot request specific delivery dates when using guest checkout.

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Can I reserve a specific batch when placing an order as a guest?

You cannot reserve a specific batch when using guest checkout.

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Can I order all products using guest checkout?

You can place orders as a guest only for those products where we provide the price on our website.

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I have a tax exemption certificate, can I make a tax-exempt purchase when placing an order as a guest?

You cannot make tax-exempt purchases when using guest checkout.
If you would like to make tax-exempt purchases, please register as a new customer, or use an existing account.

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I ordered using guest checkout, can I create an account now with the information I have entered?

Yes, you can create a new account after ordering via guest checkout. However, your information has not been saved and you will need to enter your information again.

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