Shopping FAQs

Shopping for life science products is now easier. Please find answers to the most frequently asked questions below.

 

How Do I Place an Order?

Currently, we offer online ordering for customers in the United States through our online store http://www.store.sciex.com. If you do not work in the United States, please contact your local SCIEX sales representative.


How do I get started?

To begin, navigate to the product page of the item(s) you wish to purchase or use search to find a product.  Add the item to your cart (you can adjust the desired quantity in your shopping cart and click “Update”).  You will see that the item(s) have been added to your shopping cart at the top right of the page.  You can continue shopping or you can click “Check Out” to complete your purchase.

 

How do I check out?

Once you have all of your items in your Cart, click “Check Out”. In the comments field please add any special instructions, including quote number (if this is part of a quote), your FedEx number (if you would like to use it instead of our standard shipping) and also enter Tax exemption status (if you have one).
Then, review cart content and click “Check Out”. On the next page please enter your Billing and Shipping address and proceed to the next step to add discount codes in the Discounts box, Enter Credit Card Info and click “Complete My Purchase”.

After you complete the order you will be shown an order confirmation page and within 48 business hours you will receive an order confirmation with Order Number and exact credit card charge amount (IMPORTANT NOTE: Order Total that is shown at Check Out is just an Estimated Amount – if you have a quote or tax exemption certificate your final charge amount will be adjusted and reflected in your order Confirmation.)

 

How do I see related items?

Product related items are displayed on the Product Detail page under product description.

 

Where can I read literature about these items?

 

How do I view my order history?

At this point we do not support order history functionality (it is in progress and coming soon). To view your order history please check your email for Order Confirmation Number and contact SCIEX Order Center Support team at 1 877-740-2129 (option 1) or via email: Sales.Americas@sciex.com

 

I would like to order an Instrument/Software/Service Plan but don’t see these options.

At this time SCIEX does not offer ordering of these products and services via our online store.  Please contact SCIEX Sales team at 1 877-740-2129 (option 1) or via email: Sales.Americas@sciex.com to request the quote or order these items.


If my company/university is tax exempt why does the Order Total show Tax charges? 

Tax exemptions will be assessed after the order. We need to verify the tax exempt status so tax exemptions will be reimbursed after each order is placed. The reimbursement will be in the form of a discount code sent to your email address that you can use for your next order. The discount code is added during the check out process.

 

How do I establish Tax Exempt status?

If you qualify for exemption from local or national government taxes, please submit your certificate to Dominick.Mezzapelle@sciex.com. Once the certificate is received, we will adjust the tax amount on any existing orders and send a confirmation of your status within 72 hours.

 

What is your Return Policy?

To return a product, please refer to our Terms and Conditions.  Some products are deemed nonreturnable due to their biological status; please inquire with a customer service representative.

 

What should I do if I received Damaged Item?

Any claims for damaged, missing or defective products must be reported in writing by you within 15 days from the date of your receipt of the product. In addition, you must promptly return a rejected product to  SCIEX, C.O.D., unused and in a condition no worse than that delivered to you and in the product's original containers and packing material, accompanied by a valid return authorization number obtained from Sciex. Sciex may refuse any product not timely rejected or sought to be returned without a valid return authorization number. For any valid claim timely made, Sciex, at its option, may repair the product or replace the product with an identical or substantially similar product. Shipping charges will not be credited. These are your sole and exclusive remedies for damaged or missing products, and, except for express written warranty rights, for defective products. Sciex may require that you sign and deliver a properly completed certificate of decontamination prior to returning.

 

How do I contact SCIEX?

SCIEX Sales and Service
1201 Radio Road
Redwood City, CA 94065
U.S.A.

Technical Support: 1 877-740-2129 (option 4)
E-mail: Support@sciex.com

Place a Service Call or Service Parts Order: 1 877-740-2129 (option 3)
E-mail: CustomerCare@sciex.com 
Fax: 1 800-343-1346

Order Service Contracts:1 877-740-2129 (option 2) 
E-mail: ServiceSales@sciex.com
Fax: 1 800-343-1346

General Ordering: 1 877-740-2129 (option 1) 
E-mail: Sales.Americas@sciex.com
Fax: 1 800-343-1346

Website Questions or Issues: 1 650-631-4850
E-mail: DigitalMarketing@sciex.com