Website User Guide
Find answers to your questions on how to register, log in, and make purchases on our website.For questions about our products, visit our Knowledge Center.
Our website follows a two-step registration process.
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There may be several reasons why you did not receive a confirmation email:
If you require further assistance, please contact our Website Support Team.
For security reasons, your password has to match these criteria:
To guarantee a seamless purchasing experience, our system checks if your email address is already associated with an account during registration.
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.
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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.
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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.
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.
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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.
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. C).
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Log in to your website account and click on the Login icon.
The quotes which you generated automatically on the website are listed under ‘Auto-Generated Quotes’ (Fig D).
The quotes which were issued by Lonza, e.g. by your Sales Rep, are listed under ‘Sales Agreements’ (Fig E).
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To create an order from your quote, please contact our Customer Service Team and state your quote number. They will create the order for you.
Online purchasing is currently available for the following countries only: US, UK, Germany, France, Belgium, Netherlands. For all other countries, please order via your local distributor or contact our Customer Service Team directly.
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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.
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.
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In your shopping cart, enter the batch number of the product you would like to order in the field ‘Batch No.’ (Fig. L). 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.
In your shopping cart, enter your reservation number for the product you would like to order in the field ‘Reservation No.’ (Fig. M). Please be aware that the requirement for a reservation number may delay order processing by one or two days.
Please use the field under ‘Final Review’ at the final step of the checkout process to specify further instructions to Customer Service (Fig. N).
Please note that any notes added to this field may delay order processing by one or two days.
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Please contact Customer Service for any complaints about your order, and our Scientific Support Team for any technical questions or issues.
Note: This functionality is not available if using guest checkout.
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There are 2 ways to access the CoA for the batch you ordered:
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The estimated order delivery date will be available once your order has been processed by Customer Service.
Note: This functionality is not available if using guest checkout.
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You may use the guest checkout if you don’t have an account with us, and:
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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.
Yes, you can enter separate shipping and billing addresses.
You cannot request specific delivery dates when using guest checkout.
You cannot reserve a specific batch when using guest checkout.
You can place orders as a guest only for those products where we provide the price on our website.
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.
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.