Millipore E-Commerce

Frequently Asked Questions

• General FAQs	• Ordering FAQs
• Navigation FAQs	• Payment FAQs
• Registration FAQs

General

What e-commerce functions are available from Millipore?

•	Online Ordering. Our online store is open to accept orders worldwide, anytime. You can browse our catalogue, use Quick Purchase or reorder using your Favorites. For more information, see "How to Order".
•	My Account Profile. As a registered buyer, you can log in to your personal page and manage your account settings. You can view your order history and use it to create a list of Favorites or track the status of open orders.
•	B2B. We can integrate our online store with your procurement system. We have also syndicated content to key distributors. Find more information on our B2B integration features, take our survey to begin these integration process, or contact Customer Service.

What are other ways to place an order with Millipore?

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In addition to ordering on our web site, you can phone, fax or mail us your orders.

In North America, call 1-800-MILLIPORE to speak with a Customer Service Representative between 8AM EST and 8PM EST, Monday through Friday. You may also fax Customer Service at 1-800-MILLIFAX, send an email to order@millipore.com or contact your local Applications Specialist.

To find contact information in other areas use Worldwide Offices for phone, fax and mailing addresses.

What Millipore products can I order online?

•	We have over 25,000 products in our online catalogue. If there is a product you cannot find, email Customer Service at order@millipore.com or use our online form.

What are Millipore's accepted methods of payment?

•	You can pay by credit card or purchasing card. If you have registered, you can enter a purchase order number and Millipore will send you an invoice once your order ships. Payment is due promptly upon receipt.

My company or institution has a high volume contract program with Millipore. Can I get my contract pricing?

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Registered customers will see list price online when they log-in. If your organization has an existing contract pricing program, your contract pricing will display on the site once we have processed your first order. Your first order will reflect contract pricing upon billing, if applicable. If you have questions regarding this policy, please send a note to order@millipore.com or use our online form.

What about security?

•	We have built our system with industry-leading technology. We adhere to United States encryption standards. We have a secure network, firewall and operating procedures in place. We also conduct security audits of our entire e-commerce site according to our policies on privacy and security.

What about privacy?

•	We have a privacy policy that ensures your private information does not get transferred, summarized or used by any organization, institution or person outside of Millipore and your organization.

What do I need on my computer to order?

•	Our site is optimized for Internet Explorer 6.0 or above. You can get upgrades to your current browser by going to http://www.microsoft.com/windows/ie/default.htm.

Where can I get help?

•

You can send an email to order@millipore.com or use our online form.

In North America, call 1-800-MILLIPORE to speak with a Customer Service Representative between 8AM EST and 8PM EST, Monday through Friday. You may also fax Customer Service at 1-800-MILLIFAX.

To find contact information in other areas use Worldwide Offices for phone, fax and mailing addresses.

Navigation

Where do I find the product catalogue?

•	Click the Products link located on the navigation banner.

Where do I register?

•	There are many places to register, but you only have to register once. You can register anytime, before placing your first order or during the order checkout process. Use the Register link located in the navigation bar.

Where do I find my shopping cart?

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Your shopping cart will appear in the navigation bar anywhere on the web site. Additionally, you can access your shopping cart through the Your Cart located in the upper right hand corner of the web site. Your Cart will display how many items are currently in your shopping cart as well as show you the product description for the last item added to the cart.

How do I add items to my shopping cart?

•	You have to click an "Add to Cart" button or "Add to Cart" link to add an item to a shopping cart. "Add to Cart" buttons are in our catalogue and throughout the web site. If you know the Millipore product number, you can use our Quick Purchase shortcut.

After ordering one item, how do I order additional, different items?

•	Just go to our product catalogue, find what you need, and click “Add to Cart." If you already know the product number, you can add it on the shopping cart in the "Add Part No." box.

How do I change my profile?

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I am getting a strange secure/non-secure message, what does that mean?

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Some browser versions and settings give you an alert when you go from a secure page to a non-secure page. When you see the locked padlock in the lower right hand corner of your screen you know that screen is secure and encrypted. Steps 2, 3 and 4 in the checkout process are secured, as well as your account management pages.

Where can I get help?

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Registration

Why do I need to register?

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Millipore requires all customers placing online orders to establish an online account. Creating a registration profile will allow you to take full advantage of all of Millipore's online services. We ask for routine information such as contact and address information and you are asked to create a username and password that you will easily remember.

When do I need to register?

•	You can register anytime, before placing your first order or during the order checkout process.

Will my registration information be used for marketing purposes?

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Our privacy policy prohibits us from providing any other business, organization or institution with your private information. We at Millipore will send you updates about our online store and web site. There will always be an "opt out" note in every email update so that you can stop these whenever you wish.

How do I edit my account profile to change the password, change the address, etc.?

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What if I forgot my password?

•	Click on the password help prompt on the login screen. Your password will be emailed to you. If you have trouble, send us a message.

What if I am unable to log in?

•	Send us a message providing us with the details of your issue including your browser and operating system. We will investigate the issue and get back to you as soon as possible.

Ordering

How do I place an online order?

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Click the "Add to Cart" button located on any catalogue page. If already you know the product numbers, you can enter them in the Quick Purchase form. The My Favorites feature allows you to create new orders from your order history. Once you have created your shopping cart, you can checkout by entering or editing contact information, payment and shipping methods and special instructions. Once you submit your order, you will be sent a confirmation email with an order number. If we have any questions, we will contact you.

Do I have to be register before placing my first order?

•	You can register anytime, before placing your first order or during the order checkout process.

What do I do if the item number I am searching for is not in the catalogue?

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What if I place an item in my shopping cart but change my mind?

•	You can remove items from a shopping cart by selecting the items to be removed and clicking the "Remove" button or the trash can icon.

What does "To be confirmed" mean in the Availability column?

•	“To be confirmed” means we are unable to provide an exact product availability date at the time of your order. A Millipore Expeditor will contact you via email or phone within 24 hours of your order submission.

What if this is a Rush order and I absolutely must have product delivered immediately?

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Millipore strives for 100% same day order processing. For rush orders, select the shipping method "Next Day" in the shipping method menu on the order form. In North America, Customer Service Representatives are available by phone at 1-800-MILLIPORE to answer any questions regarding your rush order. Please have your order number ready when calling.

To find contact information in other areas use Worldwide Offices for phone, fax and mailing addresses.

What if there is no price associated with an item?

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The message "Will Quote" appears in your shopping cart when we are unable to provide online pricing. For customers in North America, please call 1-800-MILLIPORE if you have any pricing questions prior to placing your order.

To find contact information in other areas use Worldwide Offices for phone, fax and mailing addresses.

What are the available shipping options?

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In the United States and Canada, Millipore has selected FedEx as their primary carrier for all online orders shipping within the United States. FedEx offers Ground, Next Day, Two-Day and Three-Day delivery. For Europe, standard shipping options used for phone or mail orders apply, unless you specify special instructions.

What if I require a special carrier?

•	Fill in the box labeled "Special Instructions" with the necessary detailed information. This note will be reviewed by a Customer Service Representative prior to shipping your order.

What if I want an item to ship from all one lot?

•	Fill in the box labeled "Special Instructions" with the necessary detailed information. This note will be reviewed by a Customer Service Representative prior to shipping your order.

What if I want Certificates of Quality included in the package or faxed?

•	Fill in the box labeled "Special Instructions" with the necessary detailed information. This note will be reviewed by a Customer Service Representative prior to shipping your order.

What if I want my order to ship Collect?

•	Fill in the box labeled "Special Instructions" with the necessary detailed information. This note will be reviewed by a Customer Service Representative prior to shipping your order.

What if I need a Saturday delivery?

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Please use the "Special Instructions" box to notify us your order is to be delivered on Saturday. You must provide a Saturday contact name and telephone number in the Ship To Address. We cannot guarantee weekend delivery of online orders. For emergency shipments in North America, call 1-800-MILLIPORE to speak with a Customer Service Representative between 8AM EST and 8PM EST, Monday through Friday. You may also fax Customer Service at 1-800-MILLIFAX.

To find contact information in other areas use Worldwide Offices for phone, fax and mailing addresses.

How do I inquire on the status of my order?

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Track your order through our online MilliTrack function. You will need your order number or purchase order number located on your order receipt. You can also contact Customer Service at order@millipore.com or use our online form.

In North America, call 1-800-MILLIPORE to speak with a Customer Service Representative between 8AM EST and 8PM EST, Monday through Friday. You may also fax Customer Service at 1-800-MILLIFAX.

To find contact information in other areas use Worldwide Offices for phone, fax and mailing addresses.

What if I receive a wrong item?

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You must contact Millipore Customer Service. Any return is subject to the express prior authorization of Millipore. No returns will be authorized after one hundred twenty (120) days following shipment to buyer. A Customer Service Representative will process your return and issue an RGA (Return Goods Authorization) number which must be clearly marked on the outside of the box that is being returned. Restocking fees may apply. For United States customers, returns are to be delivered to Millipore Corporation, 186 Middlesex Turnpike, Burlington, MA 01803.

In North America, call 1-800-MILLIPORE to speak with a Customer Service Representative between 8AM EST and 8PM EST, Monday through Friday. You may also fax Customer Service at 1-800-MILLIFAX.

To find contact information in other areas use Worldwide Offices for phone, fax and mailing addresses.

What if I receive an item that is damaged?

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What if I have a billing question or dispute?

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You can send an email to order@millipore.com or use our online form.

In North America, call 1-800-MILLIPORE between 8AM EST and 8PM EST, Monday through Friday, and ask to speak with the Accounts Receivables department. They will be happy to assist you. Be sure you have your order number ready for reference. You may also fax Customer Service at 1-800-MILLIFAX.

To find contact information in other areas use Worldwide Offices for phone, fax and mailing addresses.

What are the hours of operation for Customer and Technical Service?

•	Our hours of operations are from 8:00 AM to 8:00 PM Eastern Standard Time in North America and for Europe from 8:00 A.M. to 6:30 P.M. Central European Time.

What are your business rules for shipping outside the United States?

•	Because of strict Federal Export regulations, Millipore reserves the right to review all orders that are shipping to an ultimate destination other than the United States.

How do I look up list pricing and availability for an item?

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If you have already registered, start by logging in. Your pricing will display on any item in the online catalogue or in your shopping cart. You can see pricing without logging in by adding an item to your shopping cart, specifying an ultimate destination on the shopping cart page, then refreshing the shopping cart page. If you do not wish to continue the purchase, you can remove items from a shopping cart by selecting the items to be removed and clicking the "Remove" button.

How do I reference a quote number on my web order?

•	Enter your quote number in the "Special Instructions" box during the checkout process.

How do I cancel an order?

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The fastest way is to call us. In North America, call 1-800-MILLIPORE between 8AM EST and 8PM EST, Monday through Friday, and ask to speak with the Accounts Receivables department. They will be happy to assist you. Be sure you have your order number ready for reference. You may also fax Customer Service at 1-800-MILLIFAX.

To find contact information in other areas use Worldwide Offices for phone, fax and mailing addresses, or send an email to order@millipore.com or use our online form.

If the order ships before your cancellation request is received, you may return it. See the Returns policy on this page.

How do I modify my shipping address?

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You can go directly to My Account Profile. If you are not logged in, you will be prompted to do so before your personal information is displayed. In the future, click the My Account Profile link in the navigator to change your password or contact information, to view your order history and track orders. You can also modify your address on the Billing/Shipping Address page during the checkout process by clicking the "Modify Address" link, saving your changes and completing your order.

What if our organization has tax exempt status?

•	The online order form does not specifically ask for or allow a Tax Exemption Number, but the tax exemption status is stored in Millipore's order processing system. Therefore, your current tax status will be applied to your order after you submit it.

Where can I get help?

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Payment

What credit cards are acceptable?

•	Millipore accepts Visa, MasterCard and American Express credit cards and purchasing cards. In the United States only, Millipore also accepts Discover credit cards.

What if I do not wish to pay by credit card?

•	We accept purchase order numbers from registered customers on our web site. We will send you an invoice once your order ships. When you register, make sure you select the option to pay by purchase orders and credit cards.

What is a purchasing card or PCard?

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A purchasing card is a company-specific credit card that allows buyers and sellers to manage the corporate purchasing process with greater efficiency. If you select payment by purchasing card, an extra "Reference Number" box appears. This reference number is sometimes used to assist companies using purchasing cards to put expenses automatically in the right expense category.

Does the Millipore online store work with my institution's procurement system?

•	Yes. We can integrate our online store with your procurement system. We have also syndicated content to key distributors. To get more information, take our survey or email Customer Service at order@millipore.com or use our online form.

I need a purchase order number before I can order. Can I "save" my shopping cart until I get that number?

•	Yes. Your shopping cart will remain filled until you move the process forward.

My company or institution uses purchasing cards. Do you automate the delivery of information to my PCard statement?

•	Yes. Note that when you select PCard, an extra field appears for a specific PCard reference number. You provide your normal number and in the "Reference Number" box, enter information your purchasing department needs.

I thought there are no taxes on goods purchased over the Internet?

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Sales of Millipore goods over the Internet are treated the same as phone orders, fax orders or orders by mail. Millipore Corporation is required to collect tax on all taxable transactions involving tangible property that exceeds minimum requirements if we have a presence in any state or other jurisdiction. Exceptions to this rule with respect to sales in the U.S. depend on a proper tax exemption number and certificate being received by our staff. Outside of the U.S., the customer may be otherwise exempt.

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