Frequently Asked Questions on How to Use this Website
I do not remember my password.
Click on Login icon and then password reset link to request a new password.
I get an error message during registration.
Check if all fields were entered correctly, including street and zip code and country code. Fields that have not been entered correctly are marked in red. If the problem persists, please contact Sales Support Teams (Americas: email@example.com and EU/Asia/ROW: LBSSalesSupportEU.Verviers@lonza.com) as we may have to reset your account.
My registration was not successful.
Our website follows a two-step registration process. In a first step you register with your first and last name and email address. Afterwards you will receive a confirmation email. Your registration will only be completed once you have completed and confirmed your registration by clicking on the link provided in this email. If you did not receive your confirmation email, please check your Spam folder. If you require further assistance, please contact our Sales Support Teams (Americas: firstname.lastname@example.org and EU/Asia/ROW: LBSSalesSupportEU.Verviers@lonza.com).
I want to change my address during the registration confirmation.
To guarantee a seamless purchasing experience, our system checks during registration if your email address is already associated with an account. If your email address already exists in our system, your registration will be completed with the account information and address that your email address is associated with (will appear as prefilled fields that cannot be changed). 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, please contact our Customer Service Team.
I cannot login, my user account is blocked.
In case you have forgotten your password, please use the “Forgot your password?” a visible underneath the log-in fields. If your account is blocked, please contact our Sales Support Teams (Americas: email@example.com and EU/Asia/ROW: LBSSalesSupportEU.Verviers@lonza.com).
I want to make changes to my contact details after registration.
Once logged-in, you can change your contact details under My account “Change address”. Please note that address changes have to be submitted via our Customer Service Team.
Make sure to also enter the fields building, floor or room, if you want your orders delivered to this specific destination.
Checkout and Purchasing
I have trouble placing an order.
Online purchasing is currently only possible for the following countries: US, UK, Germany, France, Belgium, Netherlands. For all other countries, please order via your local distributor or by contacting our Customer Service Team directly.
I have trouble with my credit card payment.
Please verify the card number, expiration date and CVV codes. Make sure that your credit card is not expired and that your credit card limit is not exceeded. If your issues remain, contact our Customer Service Team for further assistance.
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 Sales Support Teams (Americas: firstname.lastname@example.org and EU/Asia/ROW: LBSSalesSupportEU.Verviers@lonza.com).
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 valid sales agreements under “My Account” area.
I want to place an order with a new bill-to address.
A new bill-to address can only be submitted via our Customer Service Team. All bill-to accounts that are associated with your account are shown during the checkout process.
I want to place an order with a new ship-to address.
Please note that all ship-tos that are associated with your account are shown during the checkout process and you can select any of the existing accounts. In addition you can define a new ship-to address as well as a receiving party/contact. If you create a new ship-to and you want to use this address also in the future, make sure to flag the tick box “I want to use this address in the future”.
If you want your delivery to be delivered to a specific building, floor or room, make sure to fill the contact details of your new receiving party accordingly.
I want to order a specific batch no.
Please refer to the specific batch no. in the field “Special Instructions for Customer Service” during your final step of the checkout process. You may also specify other special wishes in this field.
Your Current Order and Order History
When will my order be delivered?
Please check your e-mails. If the order was correctly placed, an order confirmation was sent to you including the expected delivery date. You can also check the status of your order/delivery under “My Account”.
I have a complaint with 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.
Can I track the status of my oder?
Under “Order History” in “My Account” you can view all of your placed orders with Lonza, i.e. those ordered by eshop, EDI or directly via Customer Service. In your Order history table you can track the status of your order and you can view the details of each individual order by double clicking on the order number. In your order details, you will find the estimated order delivery date once your order has been processed by Customer Service. In addition, you will see the delivery status with a link to your tracking information as well as invoice document.
I need a copy of an invoice.
Under My Account you can download a copy of your invoice.
US: If the invoice is not available under the My Account Feature within 48 hours please contact Accounting.
EU: If the invoice is not available under the My Account Feature within 48 hours please contact Customer Service.