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If you can't find the answer to your question here, please contact us and we will be happy to assist you with your account or order.
Account
Q: I have an online account, but I can’t log in with my password. What should I do?
A: For privacy reasons, we do not store your passwords. If you can't remember your password, please use our Forgot Your Password page to reset your password. If that does not work, please contact us, and we can help you through this process.
Q: I have a Company Account and want to set up credit terms with FUJIFILM Irvine Scientific. How do I do that?
A: Fill out our credit application, and customer service will contact you to complete the process.
Q: Can I add addresses or change addresses in my Address Book?
A: Each account can only have one billing address but can have as many shipping addresses as needed. You can create shipping addresses in your account, but once you enter them, you cannot change them. If you need to change any of the addresses on your account, please contact us.
Q: Should I create a New Customer or a New Company Account? What’s the difference?
A: There are two reasons why you might want to create a new Company account:
- You want to add more buyer accounts to your account. With a company account, you can add more users to your account and manage them.
- You want to set up a credit line and make purchases with a PO.
Please note that Company account requests and credit applications need to be reviewed and approved first. If this does not apply to you, and you want to make purchases right away with a credit card, please set up a new Customer account.
Ordering
Q: I’ve created an account, but I can’t seem to add items to my cart. What do I need to do?
A: Before you can begin to add items to your cart, you need to add a US billing address and a US shipping address to the address book in your account. You will need to add your billing address first and shipping address(es) afterward.
Q: Which credit cards do you accept?
A: We currently accept VISA, MasterCard, and American Express as payment methods.
Q: I am an existing customer, and I used to place orders with Purchase Orders, but I don’t see a way to do that on the Checkout screen now. How do I checkout with a Purchase Order again?
A: The first thing to confirm is that your Company Account is set up. If you already have a Company Account and are still experiencing this issue, please contact us with the following information:
- Name
- Company Name
- Email Address
- Phone Numbere
- Account Number
- Company Name
Stock Status
Q: I see that the Stock Status for an item is listed as "Inquire for Availability." What does that mean?
A: It likely means that we have only a few quantities of this item left in stock, or it is currently out of stock. Please click on the stock status when you see it and fill out the Available Stock Inquiry Request form. A member of our Sales or Customer Service team will contact you to provide an estimate of when the item will be back in stock or to assist you with placing a backorder.
Q: I see that an item is "In Stock," but when I try to add the item to the cart, I cannot add the requested quantity to my cart. What is the problem?
A: This occurs when you try to add a quantity of an item to your cart that is greater than our available stock. You can try reducing the quantity you want to add to your cart, or you can contact us. Our team can provide you with the exact quantity available and/or help you process your order over the phone.
Pricing
Q: I used to see pricing on the site before, but now I don’t, and I see a "Find Your Distributor" button on all of the product pages. How do I shop online?
A: If you are seeing the "Find Your Distributor" button on the product pages, that means that your IP Address is being geolocated to a country outside of the United States. Currently, only our US customers can shop online, but we do sell our products to most countries through our distributor network. Please use our distributor locator to find out how to purchase our products in your country.
Q: I have custom quoted pricing on some products. Can I get that pricing on online orders?
A: Yes, you can. You will need your web account to be mapped to your existing account with the quote pricing. If you don't see your quote pricing on items on the site after logging in, please contact us with the following information:
- Name
- Company Name
- Email Address
- Phone Numbere
- Account Number
- Company Name
International Customers
Q: Do you sell your products outside of the US?
A: Yes, but not via our website. Currently, only customers in the United States can make purchases online. We sell our products to most countries through our distributor network. Please use our distributor locator to find out how to purchase our products in your country.
Shipping
Q: I placed an order and haven’t received a shipping confirmation yet. How do I know when my order will ship?
A: Orders are generally shipped 3-4 days after the order is received. However, order processing delays can happen, so if you do not receive a shipping confirmation within a few days, please contact us. We can provide you an update with the latest status of your order.
Please note that if this is the first time you're ordering with us, your initial order could take an additional 4-5 days longer to ship.
Returns
Q: How do I return an item for a refund?
A: Please contact customer service. They will be happy to help you return any non-custom items that are unopened and were purchased within the last 30 days.
Before returning any product, a Return Goods Authorization number and shipping instructions must be obtained from customer service. All products must be returned in good condition, and returns are subject to a handling and restocking charge of 20% plus freight. Where product spoilage allegedly occurs in transit, Buyer shall, upon receipt of shipment of such product, immediately contact customer service to notify us and to request further instructions. Credit will not be issued on any products that are returned without prior authorization.
