Website User Guide

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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.

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Registration
Login
Account
Purchasing
Orders

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

How to register

Our website follows a two-step registration process.

Step 1: Click on the login icon in the upper right corner of the site.
Click on 'Register' (Fig A).
Register with your first and last name and your email address. (Fig B).
Once you clicked on 'Register', 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 'Complete your profile' (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

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.

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

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

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

At least 10 characters long
At least one letter in upper case
At least one letter in lower case
At least one number
At least one special character

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.

Frequently Asked Questions

How to log in

I cannot log in
I do not remember my password
The 'update your password' link in the forgotten password email is not working

How to log in

Click on the login icon in the upper right corner of the site.
Enter your email address and password and click on 'Log in' (Fig A).

Fig A

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

I do not remember my password

Click on the Login icon in the upper right corner of the site.
Use the ‘Forgot your password?’ link to request a new password. (Fig C)
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)
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.
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

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

Once you initiated the process of resetting your password, you will receive an email with the subject 'Forgotten Password'.
In this email there is a link to update your password. This link is only valid for 30 minutes (Fig. F).
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. G).

Fig F

Fig G

Frequently Asked Questions

I want to make changes to my contact details 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.

Log in to your account, click on the Login icon and select ‘Address Book’ (Fig. A).
Click on the link ‘Change Contact Details’ in the top right of the page (Fig. B)
Update your contact details and submit the form (Fig C).
Your contact details have been updated. The new details will be displayed on the Secure Checkout page, under ‘Goods Receiver’ (Fig. D).

Fig A

Fig B

Fig C

Fig D

I want to add a new ship-to address

Add a new ship-to address to my Address Book
- Log in to your account, click on the Login icon and select ‘Address Book’ (Fig. E).
- Click on the link ‘Request New Ship-to Party’ (Fig. F).
- Fill in the form with the details of your new shipping address and click ‘Submit Request’ (Fig. G).
- 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.
Add a new ship-to address during checkout
- On the ‘Secure checkout’ page, go to Step 2 – Shipping Address.
- Click on the link ‘Address Book’ underneath the existing shipping address (Fig. H).
- The new window shows the existing shipping addresses, and a form for entering a new address (Fig. I).
- 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. J).
- 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 E

Fig F

Fig G

Fig H

Fig I

Fig J

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.

Frequently Asked Questions

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 have trouble placing an order

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.

I have trouble with my credit card payment

Please verify the card number, expiration date and CVV codes (Fig. A).
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 A

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, click on the Login icon and select 'Sales Agreements’ (Fig. B).
Click on the link to the sales agreement to open the full details in pdf format (Fig. C).

Fig. B

Fig. C

I want to place an order with a new billing address

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.

On the ‘Secure checkout’ page, go to Step 2 – Shipping Address. Click on the link ‘Address Book’ underneath the existing shipping address (Fig. D).
The new window shows the existing shipping addresses, and a form to enter a new address (Fig. E).
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. F).
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 D

Fig E

Fig F

I want to order a specific batch number

Please refer to the specific batch no. in the field 'Special Instructions for Customer Service' during your final step of the checkout process (Fig G).
You may use this field to specify further instructions to Customer Service.

Fig G

Frequently Asked Questions

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?

When will my order be delivered?

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

Fig A

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.

Where can I track the status of my order?

To check the status of your order/delivery online, log in to your account. Click on the login icon and select 'Order History' (Fig B).
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 C).
Once Customer Service has processed the order, the order details will show the estimated delivery date.
A tracking number and link will be shown for each product once the order has been sent (Fig D). Click on the link for delivery details provided by the shipping service.

Fig B

Fig C

Fig D

Where can I download a copy of my invoice?

Log in to your account, click on the Login icon and select ‘Order History’ (Fig E).
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 F).
Click on the Invoice number under any of the products in this order to open a pdf file of your invoice (Fig G).
If the invoice is not available within 2 working days after you have submitted the order, please contact our Customer Service Team.

Fig E

Fig F

Fig G

Where do I find the packing list for my order?

Log in to your account, click on the Login icon and select ‘Order History’ (Fig H).
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 I).
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 J).

Fig H

Fig I

Fig J

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:

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.
I do not know the batch number for the product I ordered:
- Log in to your account, click on the Login icon and select ‘Order History’ (Fig K).
  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 L).
- Click on the batch number for the specific product (Fig M), this will open the Certificate of Analysis in pdf format.

Fig K

Fig L

Fig M

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.

Log in to your account, click on the Login icon and select ‘Order History’ (Fig N).
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 O).
You will find the expected delivery date listed for each item of the order (Fig P).

Fig N

Fig O

Fig P