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Frequently Asked Questions

1. I do not have an account with Alfa Aesar. Can I still place an online order?
2. Are orders placed online secure?
3. What will my information be used for?
4. I can't find an item on your web site but I believe you do carry it. Can I still order it?
5. What if I have a question about my order?
6. What payment methods are accepted?
7. Will my online orders be subject to contractual pricing?
8. What confirmation will I receive?
9. How do I register?
10. Do I have to register to place an order?
11. I forgot my password. What do I do?
12. Is there anything I can't order online?
13. How much will I be billed for shipping?
14. Can I place an order from anywhere in the world?
15. Can I have a Quote or Pro forma Invoice prepared?
16. What if an item is not currently in stock when I order it?
17. What if I cannot find an MSDS?
18. Why register?
19. What is a cookie?
20. When would I update my profile?
21. How do I use Product Search?
22. How do I Order Products?
23. Can I obtain a Certificate of Analysis online?
24. Why do I need javascript turned on?
25. How do I submit a technical inquiry?
26. How do I submit a special or bulk product inquiry or quote request?

 

1. I do not have an account with Alfa Aesar. Can I still place an online order?

Yes. If you do not have an account, simply place the order without filling in the account number field of the order form. An Alfa Aesar customer service representative will verify your shipping and billing information and will contact you regarding your intended use of our products. A New Customer Set Up Form may be forwarded to you. Once we receive your completed form, your account will become active and your order will be on its way.

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2. Are orders placed online secure?

Yes. Data submitted to and from our web server is encrypted using the Socket Layer (SSL) protocol. This protects the data while it travels over the Internet and is unencrypted for display by your computer.

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3. What will my information be used for?

All data submitted to Alfa Aesar is kept confidential and will not be sold to any third party under any circumstances.

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4. I can't find an item on your web site but I believe you do carry it. Can I still order it?

If you can't find an item, you can either send an inquiry via the Technical Inquiry form or submit a specialty/bulk quote request. Alternatively, we invite you to call us to inquire.

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5. What if I have a question about my order?

To inquire about a particular order, you can use the Order Tracking system, send us an
E-mail (important: please include your name and account information) or Contact us via phone or fax.

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6. What payment methods are accepted?

Depending on region, Alfa Aesar accepts Credit/Procurement Cards or Purchase Orders for payment of online orders. Alfa Aesar accepts the following corporate credit or procurement cards: Mastercard, Visa and American Express. Alfa Aesar does not accept personal credit cards.

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7. Will my online orders be subject to contractual pricing?

Contractual pricing is not currently displayed on the Alfa Aesar web site, but it will be applied when the order is processed. Your order confirmation, sent by e-mail, will reflect any contractual pricing.

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8. What confirmation will I receive?

Shortly after you submit your order, you will receive an e-mail confirming our receipt of your order and containing your order number. At any time, you may check the status of your order using the Alfa Aesar Order Tracking system. If Alfa Aesar requires clarification, we may contact you via email with questions about your order.

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9. How do I register?

Filling out the online registration form, you will choose a user ID and password. Once you've registered and logged-in, you will be able to view real-time product prices and product availability data. Additionally, you will be able to place orders and your user profile will be automatically recalled each time you place an order or use an online form to request information or send an inquiry.

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10. Do I have to register to place an order?

Yes, in order to provide pricing and other features we must know a limited amount of information about you. Registration is also a convenience for you. On subsequent visits to our site you will not be required to reenter this information and that portion of your user information will already be filled in when you place an order.

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11. I forgot my password. What do I do?

When you register, we will ask you for a reminder phrase to help you remember your password in the future. Use a phrase that will provide a clue to your own personal password. If you still can't remember, simply send an email to catsales@alfa.com indicating your user ID (if you remember it) or your full name and address and ask to have your password reset. We will reset your password to a generic word and email you back the information. You can then login with this information and change your password back to something more familiar by changing your profile.

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12. Is there anything I can't order online?

Generally you can order anything online that we offer in our catalog. Some items may be subject to regulatory review by Alfa Aesar's Health and Safety Department or may be restricted in certain geographical areas. If there is such a circumstance with your order, we will inform you if it might cause a delay in shipment.

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13. How much will I be billed for shipping?

Because shipping costs can vary based on shipping method, product hazard status, product quantity, package weight and destination, your shipping sum cannot be determined in real-time as you place the order. We will send you an order confirmation upon shipment to confirm actual delivered cost. If you require an exact amount prior to our releasing the shipment, please be sure to enter a note to that effect on your order.

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14. Can I place an order from anywhere in the world?

Yes. The Alfa Aesar website will accept orders in all countries except those few where export restrictions may exist.

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15. Can I have a Quote or Pro forma Invoice prepared?

You can submit your order as a pro forma or request for quote. Simply type "PRO FORMA" or "QUOTE REQUEST" in the comments field during the checkout process. An Alfa Aesar customer service representative will contact you with a price quote or to obtain any additional information required to provide a quote.

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16. What if an item is not currently in stock when I order it?

If an item is not shown as in stock, you can still place it in your shopping basket and order the item. When Alfa Aesar receives your order, a representative will notify you of the back order lead-time for that item.

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17. What if I cannot find an MSDS?

In some cases an MSDS may not be available online. If this is the case, you can send us a request for the MSDS you seek. Since information is not available on all the possible hazards of many compounds, the absence of a warning must not be interpreted as an indication of a product's safety.

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18. Why register?

* Registration allows you access to real-time price and availability information. It also is necessary to be registered to place orders and track orders.

* Please complete the entire registration form as accurately as possible. The information you provide will be automatically loaded into the many forms on our web site.

* If you set up your computer to accept cookies, it can be used to identify you when you login to a web site.

* Users may register at any time by selecting the "REGISTER" button.

* Users may not place orders without registering and/or logging-in.

* If you forget your password, your "Forgot password" reminder should help you remember it. If not, please email us at catsales@alfa.com. We will reset your password to a random word and then email it back to you. You can then log in with that password and change it to one of your choice through the "Update Profile" feature.

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19. What is a cookie?

A cookie is a small piece of information that a web site can store in a designated file on your computer. Many web sites utilize cookies. If you set up your computer to accept cookies, it can be used to identify you when you login to a web site. When you visit a site, that site can only access the information in the cookie that is placed on your system, not information in any other cookie placed by any other site, nor any other information on your system.

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20. When would I update my profile?

You may update your profile to change an address, phone number or other information. Selecting the option to "Change Registration" will display the same screen used in registering on the system. You can type over any data in the personal information section (address, phone number, email address, etc.)

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21. How do I use Product Search?

The Product Search allows you to search the entire Alfa Aesar catalog database using a number of criteria.

Search Within The search engine defaults to search the entire database (excluding platinum labware) but you can also choose to search only the compounds or only the pure metals and alloys.

Product Description Enter the key words in the description of the product you are seeking. The system will search on word fragments. For instance, a search on "copper oxide" will show all results with both words.

Product Number If you know the item number of the Alfa Aesar product you seek, simply enter the five or six digit number. Do not enter size code extensions or hyphens.

CAS (Chemical Abstract Service) Number The CAS number search allows you to enter the three-part Chemical Abstract Service number of the item you seek.

NOTE: CAS numbers vary in how specifically they define the material. Alfa Aesar makes every effort to provide the most specific CAS number that applies. Where a CAS number is provided for a mixture or solution, it is generally the CAS number of the solute or component referred to in the main label name.

How to search:

To begin searching the catalog, simply enter the information to be searched into the appropriate text field. If you enter data into more than one field, the search engine will default to search by item number first, then by CAS number and then by description. Pick from the "Limit number of results to:" dialog box as a way to specify how many hits you would like the search to return.

Press the "Find It" key and the system will search for that product(s) and display the result.

Other search methods.

Platinum Labware Search

This is a stand-alone search function for searching platinum crucibles, dishes and other precious metal labware items. Based on to the usual customer requirements, Alfa Aesar has chosen to set up a platinum labware search by labware category and dimensions rather than by generic description. To use the search, simply drill down through the series of pull down menus to pinpoint the material you require. Once you've selected the item(s), you can then submit a quote request form for the labware. Due to volatility in precious metal prices, we cannot list standard list prices for these items.

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22. How do I Order Products?

To order a product, first locate it through the search engine. Then choose the size and quantity you desire and add it to your shopping basket. Once you have selected all your items, click checkout and the instructions at the top of each page will guide you through the process.

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23. Can I obtain a Certificate of Analysis online?

Most Certificates of Analysis can be obtained by going to the Certificate of Analysis Search page. Simply enter the stock number and lot number of your product, both of which can be found on the product label. If you cannot locate the Certificate using the search, you will be guided to a form that can be submitted to request a fax or email.

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24. Why do I need javascript turned on?

Javascript enables some of the interactive portions of our site, such as order forms and literature request forms, to receive the data you submit. For this reason, we recommend you turn on javascript on your browser.

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25. How do I submit a technical inquiry?

To navigate to the technical inquiry form, click or scroll over the Contact link and select “Technical Inquiry”. You can also choose “Technical Inquiry” from a product detail page.

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26. How do I submit a special or bulk product inquiry or quote request?

To submit a special or bulk product inquiry, click or scroll over the Contact link, the Bulk & Specialty tab or the Order Center tab and select “Bulk Quote Request”. You can also choose “Bulk Quote” from a product detail page.

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