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bioMérieux DIRECT USA Frequently Asked Questions

1. How/where do I find the product I am looking for on the site?

There are three primary ways to find products using bioMérieux DIRECTTM on-line catalog:

1.1. Navigate by product reference number, product name, or key word: If you know your product reference number, product name, or key word, simply type it in the search box located in the upper-right section of the bioMérieux DIRECTTM interface. bioMérieux DIRECTTM will return all applicable materials within that criteria.

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1.2. You can also navigate by application or industry by using the bioMérieux DIRECTTM navigation menu. Products are organized by the industrial categories for Food > BioPharma > Cosmetics > Veterinary as shown below:

To navigate based on industrial application, click on your industry segment and select from the application drop-down menu as shown below

The first level menu typically consists of applications that are routine or typical for the industry segment selected. The second level further refines the application area or lists the product family / brand that is associated with the selected application.

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1.3 The bioMérieux DIRECTTM also enables selection of product categories though a refinement system for faceted navigation. It is possible to simply click on the high level industry segment and produce a list of all the products available for that given segment as shown in the image below. It is possible to refine your search and further segregate your list into smaller, more manageable groups of products based on refinements applicable to your application or workflow




Example refinement categories include:
Application
Brand
Harmonized Pharmacopeia
Packaging
Organism
Sample/specimen type
Technology
Service
Product type
Industry
Disease state
Product category
 

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2. How do I track my order?

To view any order placed on the account, click on the My Account link located at the top of the screen. Click on the View Order History link. A list of orders processed for the account are displayed. To view the details for each order, click on the View option on the far right. If the order has shipped, the tracking number is listed in the Shipping section of the order summary. You may click on the tracking number provided to be directed to the freight carrier site for updated tracking information.

 

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3. How do I change my password?

To change your password, click on the My Account link located at the top of the page. Click on the Change your password link, located in the Profile section. Enter your current password and the new password along with confirmation of the new password. Click on the Update password icon to save the change. 

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4. How do I check the status of my order?

To track your order or view order history for your account, click on the My Account link located at the top of the page. Click on the View order history link. A list of orders processed for the account are listed. The status is listed in the Order Status column. To view details for each order click on the View option on the far right.

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5. How do I change my address?

Address changes can be made by contacting the customer service department directly using the Contact Us link on the homepage.

 


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6. How do I contact bioMérieux directly?

You may use the Contact Us link listed on the homepage, on any product page, or at the bottom of the site page.

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7. Can I modify my order?

Once the order is submitted through the site, the order cannot be modified using the site. You may contact the customer service department directly to check on the current status of the order for verification if the order can be modified.

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8. Can I cancel my order?

Once the order is submitted through the site, the order cannot be cancelled using the site. You may contact the customer service department directly to check on the current status of the order for verification if the order can be cancelled.

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9. Is my order returnable?

Due to the nature of our products items purchased on the bioMarket site are not returnable or refundable. Most of our items are culture media or culture media derivatives requiring significant testing to determine product stability, conformity to harmonized standards and sterility. Culture media derivatives will have a pre-determined shelf life and are required to be free of microbial contamination upon arrival at your laboratory.

All of this testing would need to be repeated in order to accept the products back into our inventory, which is not practical for culture media or derivatives of culture media products. bioMerieux does allow cancellation of orders using the following guidelines:

Cancellation of stock is allowable prior to shipment of the order.

Cancellation of Make-to-Order or other custom is only allowed up to 14 days from receipt of purchase order

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10. My pricing is not correct, what should I do?

If you are placing an order and your pricing is incorrect, you may contact the customer service department directly. 

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11. How can I add new users to our existing account?

If you would like to add an additional user to your account, please click on the Contact Us icon on the homepage. The link will provide the user with a request form to be sent to bioMerieux for that user set up. A new user can be set up within 24 hours of the request.

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12. Is there a fast order or an easy order option?

There is an easy order option available on the site. Click on the My Account link and then Click on Easy ordering in the Special section. You have the ability to type the material numbers and quantities being ordered. This link also provides you a template for importing a file of materials directly into your cart.

 

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13. Will I be able to see inventory levels?

Inventory levels will not be available on the site. After completing your order, a confirmation will be sent to you, electronically, with the expected shipping date. 

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14. Will I be able to see my shipping charges at the time of order?

Shipping charges will not be available at the time of the order submission. The freight charges are calculated at the time of shipping and will be added to the invoice as applicable.

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15. Will I get an order confirmation?

Upon completion of the order, you will receive a confirmation of the data on the site as well as an email of the order summary.  If this is the first time you are receiving a confirmation, please check your “spam/junk” folder.

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16. Will I be able to select certain lot numbers?

Lot number availability will not be available on the site. We don’t allow customers to specify lot numbers. 

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17. Will I be able to buy all products from bioMérieux online, including equipment and services?

The site will provide valuable information on bioMerieux reagents and equipment but ordering is available for reagents only.

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18. Can I pay by Credit Card?

A credit card can be used for purchase. The option is available at the point of check out.


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