Customer Service

Customer Service

Ordering Products from R&D Systems

Products from R&D Systems can be ordered online or by phone, fax, and mail.

USA & Canada

Online: To place an order online, search for the product(s) you would like and click on the "Add to Cart" button to add them to your shopping cart.

Phone: 1-800-343-7475
Fax: 1-612-656-4400
Email: CustomerService@RnDSystems.com

Mail: R&D Systems, Inc.
614 McKinley Place NE
Minneapolis, MN 55413
USA

General Ordering FAQs

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What information is needed when placing an order?

Information required when placing an order includes: Name of institution and contact, telephone number, shipping and billing address, product description, catalog number, product quantity and size, and the method of payment (purchase order number or credit card number).

Why does R&D Systems review new customers before processing an order?

In order to protect the public, it is R&D Systems policy only to supply products for use by appropriately trained personnel conducting their work under appropriate ethical controls. Accordingly, all new customer accounts are subjected to a rigorous review process. This process can typically be completed the same business day if adequate information is provided. We appreciate your patience and cooperation in supplying the information necessary to complete this process promptly.

How do I redeem a promotional code?

To redeem a promotional code, please enter the code in the Special Instructions box if ordering online. Promotional codes can also be redeemed by calling customer service (1-800-343-7475) to place your order.

How do I request a quote for a bulk quantity of product?

Customers may receive a quote via their local sales representative by making a bulk quote request online or by calling R&D Systems customer service (1-800-343-7475).

How does sales tax apply to my order?

Sales tax will be added to the amount due at the time of order shipment when the destination requires R&D Systems to collect sales tax. If you are exempt from sales tax, R&D Systems must have your "tax exempt ID" from the taxing authority. To provide this information, please contact the Accounting Department of R&D Systems (1-800-328-2400; extension 8820).

What is a "Purchase Order Number"?

A purchase order (PO) number is an alphanumeric code issued by a buyer to a seller indicating quantities and agreed prices for requested products or services.

What are R&D Systems Terms and Conditions?

When submitting an order on this site, you are agreeing to these Terms and Conditions.

What is a Card Security Code (CSC)?

The CSC is a 3- or 4-digit number shown on your credit card. By providing this code, it indicates the card is in your possession when placing the order.


For Visa and MasterCard: On the back of the credit card, look at the signature box. At the far right of this box is the 3-digit CSC, preceded by either the entire 16-digit credit card number or its last 4 digits.


For American Express: The CSC is located above the account number on the face of the card and may be on either the left or right side. Note: Some American Express cards have a 4-digit number below the account number. This is not the CSC.

What is R&D Systems Privacy Statement?

R&D Systems follows certain guidelines with respect to the handling of customer data. Please click on the link to read our full Privacy Statement. Please contact R&D Systems with any questions or concerns.

What is a "Back Order"?

In rare cases, inventory may be depleted. Affected customers may have their order shipped when all products are available or have available products shipped immediately and back-ordered items shipped once they become available. Whichever method is chosen, shipping will only be charged one time. When ordering online, products that are out of stock will be clearly identified when added to your cart. Custom products (i.e. VersaMAP™) will appear out of stock, because they are produced on demand and, therefore, cannot be inventoried.

For more information about estimated shipping dates for a back order, please contact Customer Service or call us at 1-800-343-7475.

How do I cancel an order?

To cancel an order, please call 1-800-343-7475. For orders that have already shipped, a restocking fee of 20% of the product(s) list price will be assessed. Please see R&D Systems Terms and Conditions for more information.

Online Ordering FAQs

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How do I create a new online order?

To enter a new order, search for the product of interest using the Product Search box in the top right corner of the page. Add the quantity desired, and click on the Add to Cart icon to begin the order process.

How do I register for a new account?

To register a new account, please enter all of the requested information on the New Account page. Online ordering is available only for customers in the USA, Canada, and Europe*. Customers in Europe may click here to begin. *Other international customers may locate their distributor by visiting our Distributor page.

How do I log in?

Click on the Log In link located at the top right corner of the webpage or follow the prompt during the ordering process.

How do I edit an online order after it has been submitted?

After an order is submitted, it can only be edited if the status of the order is "Incomplete" or "Waiting for Review by Customer Service". For all other orders, please contact Customer Service at 1-800-343-7475.

How to I save the contents of my cart for later use?

To save the products in your cart and order later, click on the Save Your Cart link. To submit the order, click on Check Out.

How do I view my online order history?

To view previous orders, click on Order Status in the navigation pane on the left side of the page.

Can I reorder a previously ordered product online?

To reorder a previously placed order, click on Order Status, and identify the previous order of interest. Click on edit, and proceed to check out.

How do I check the status of an existing order online?

To see your pending orders and recent shipments, click on the Order Status link on the left side of the page. On the Order Status page, click an Order or Invoice Number to see the relevant documents in a PDF file.

What is an "Incomplete" order status?

Incomplete indicates that this order has not been submitted and will not be reviewed by R&D Systems at this time. Note: Orders in this status can be edited. To complete an order, please click on the Check Out button.

What is a "Waiting for Review by Customer Service" order status?

This order has been submitted but has not yet been reviewed by R&D Systems. Such orders will be reviewed by customer service prior to release for shipment. Note: Orders in this status can be edited.

What is a "Released for Shipment" order status?

This order had been reviewed by R&D Systems and approved to be shipped on the date indicated. Note: Orders in this status cannot be edited. If you need to change or cancel orders in this status please contact Customer Service at 1-800-343-7475.

What is a "Shipped" order status?

This order has been processed and shipped. Recently shipped orders will have an entry in the "Invoice Number" column. Clicking on the invoice number provides a PDF file of the invoice.

Can I track a shipped order?

The delivery tracking number of the package, if available, is displayed on the Order Status page. Any package receipt information will be shown, if available, from the carrier. For orders shipped via FedEx®, clicking on the tracking number will provide more detailed routing and delivery information from that carrier's website.

What is a "Personal Reference Number"?

To assist you in identifying the charge for this particular order, you may assign a personal reference number. If you do not choose a reference number, one will be automatically assigned and placed in this field.

What are "Special Instructions"?

Special instructions may be entered for any order, and you may be contacted by a customer service representative to clarify order details. Examples include: A request for a bulk quantity of product, a "Quote #" or "Promotional Code" for special prices or offers, or special shipping instructions.

Europe

Online: To place an order online, ensure you are viewing pricing for your country (country name will be displayed in the footer of the webpage). Search for a product, and click on the shopping cart icon located at the top right corner of the webpage to be transferred to the European E-Commerce website. Log-in using the details provided.

Phone: +44 (0) 1235 529449
Fax: +44 (0) 1235 533420

Mail: R&D Systems Europe, Ltd.
19 Barton Lane
Abingdon Science Park
Abingdon, OX14 3NB
United Kingdom

General Ordering FAQs

Show/Hide All General Ordering FAQs

What information is needed when placing an order?

Information required when placing an order includes: Name of institution and a contact, telephone number, shipping and billing address, product description, catalogue number, product quantity and size, the method of payment (purchase order number or credit card number), and VAT Exemption Certificate (U.K) or E.C. equivalent.

What is a "Purchase Order Number"?

A purchase order (PO) number is an alphanumeric code issued by a buyer to a seller indicating quantities and agreed prices for requested products or services.

What is a Card Security Code (CSC)?

The CSC is a 3- or 4-digit number shown on your credit card. By providing this code, it indicates the card is in your possession when placing the order.


For Visa and MasterCard: On the back of the credit card, look at the signature box. At the far right of this box is the 3-digit CSC, preceded by either the entire 16-digit credit card number or its last 4 digits.

Online Ordering FAQs

Show/Hide All Online Ordering FAQs

How do I register for a new account?

To register a new account, please enter all of the requested information on the New Account page. You will be contacted within 72 hours with your new account details.

How do I log in?

On the R&D Systems website, ensure you are viewing pricing for your country (country name will be displayed in the footer of the page). Search for a product, and click on the shopping cart icon located at the top right corner of the page to be transferred to the European E-Commerce site. Login using the details provided.

How do I search for products?

To search for products of interest, go to the "Look up Product Information/Start Order" page. Type the name of the molecule or catalogue number in the keyword box and the nearest matches will be returned.

How do I create a new online order?

Log into the European E-Commerce site. Click on "Look up Product Information/Start Order". Type the catalogue code into the keyword box. Add the quantity required and click "Add to Cart".

How do I edit an online order?

To edit an order, go to "Show Cart", enter the new information (i.e. change quantity from 1 to 2), and click "Update Cart". To delete an item, enter "0" in the quantity field and click "Update Cart". Once an order is submitted, it cannot be edited.

How do I view my online order history?

To view previous orders, click on "Order Status".

Can I reorder a previously ordered product online?

To reorder a previously placed order, click on "Order Status" and identify the previous order of interest. Click on "Reorder", and proceed to check out.

What are "Special Instructions"?

Special instructions may be entered for any order, and you may be contacted by a customer service representative to clarify order details. Examples include "Quote #" for special prices and/or special shipping instructions.

Other Nations

Please locate your distributor by visiting our Distributor page.