Frequently Asked Questions
Online Orders
- How can I find an item?
- How do I cross-reference a Fisher number with a VWR number?
- What does it mean when I receive the error message, "Order exceeds credit Limit” or “Invalid card"?
- What are the icons: the DFS arrow and the Black Truck?
- Why can't I see contract price, availability, order chemicals, or licensed products?
- Why does my Place Order button disappear when my order exceeds $2,000?
- How do I change my password? Do I have to change it?
- How do I load my default information (credit card no., attention lines, etc.) so I don't have to type it at checkout every time?
- Can I select my own carrier or use my own shipping account number?
- How do I use the shopping list?
- How do I get notified of a backorder?
Special Orders
- Who do I contact for special orders or furniture?
- Why am I unable to order chemicals, syringes or needles online?
Order Status
Delivery
Returns
Online Orders:
How can I find an item?
Find a specific product by:
- Using a part number
- Browsing the catalog
- Searching with the product's attributes.
When searching, use product keywords and criteria, such as beaker, 4000ml or glass. This will refine the search from a larger return of items to a more manageable number.
Chemicals can be searched using the CAS (Chemical Abstracts Service Registry) Number. Select the Chemical tab and enter CAS Number into the appropriate field.
How do I cross-reference a Fisher number with a VWR number?
Click the "More Options" button and then click on the "Competitor Cross Reference" tab. Scroll to find Fisher (or Sigma, etc) and then enter their part number. If the cross-reference is loaded, we will display the item. If not, contact your sales representative. You can also type that part number in any search field and it will yield the matching results.
What does it mean when I receive the error message, "Order exceeds credit Limit" or "Invalid card?"
The web site does online approvals for all credit card purchases and validates that the funds for the transaction are available. If you receive an error from using your credit card it is likely that you have exceeded your transaction or monthly limit and should contact your procurement card administrator.
What are the icons: the DFS arrow and the Black Truck?
- DFS arrow icon: The item ships directly from the manufacturer.
- Black Truck: These suppliers provide yesterday"s inventory captures and ship items directly from the manufacturer.
Since the item is not housed in a VWR distribution center, it will take 3-5 days for delivery if the product is in stock. If you need the item immediately, contact customer service who will try to expedite the order.
Why can't I see contract price, availability, order chemicals, or licensed products?
If you have created a profile on www.vwrsp.com and are seeing a limited selection of products, it is possible you have not logged-in. When you are logged in, your e-mail address will be displayed in the top right corner. To log in to the web site, you must type your e-mail address and password in the top left corner of the VWR International page.
Why does my Place Order button disappear when my order exceeds $2,000?
When a profile is created the default limit for all customers is $2,000. If this needs to be changed, call the E-Business Service Desk at 888-320-4357 to correct the problem.
How do I change my password? Do I have to change it?
To change your password, click on My Account, confirm your password and then hit submit. Unlike many of the Windows or Network Log-ins of today, www.vwrsp.com site doe not require you to change your password at any time. We recommended that you change it occasionally to discourage the misuse of your account by another individual.
How do I load my default information (credit card no., attention lines, etc.) so I don't have to type it at checkout every time?
After logging into the web site, click on My Account. Listed under this section you will find Personal Info, Shipping Info, Billing Info and Order Options. This is where you would store information you would typically use repetitively. For example, you could load your P-Card or Credit Card number under the Billing Info tab or Attention Lines under the Shipping Info tab. Storing information into My Account allows you to click your way through check out every time.
Can I select my own carrier or use my own shipping account number?
A customer can have packages delivered with a specific carrier, but this requires all packages to be delivered with that carrier and can be costly. This practice is not recommended.
How do I use the shopping list?
- Creating a shopping list:
As you browse catalogs, search for products, cross-reference competitor or type a VWR part number into the Order Entry tab, your selections are being added to a shopping basket.
- Save a shopping list:
Once you've assembled a shopping basket that you would like to order frequently, scroll down to the bottom and select Save. You will now be able to save the list name and add a more extensive description. Shopping lists are profile specific but can be shared with others by adding the list to the shopping basket and clicking “Share Shopping Basket” at the bottom of the shopping basket.
- To access saved shopping list:
Click on "My Accounts” and then on “Shopping Lists” to view all lists. Here you can:
- Upload a shopping list from an Excel spreadsheet: Select Manage List to upload
- Add items to the saved list: Select Shopping List and Add to Shopping List)
- Modify a saved list: Select Save As Shopping List (from Shopping Basket), name the shopping list and save
- Merge two lists: In My VWR Tools, select Shopping Lists and select the desired lists to be placed together. Click checkbox for Add List and to basket. In the Basket Save As Shopping List (from Shopping Basket). Name the Shopping List and save.
How do I get notified of a backorder?
The web site provides product availability before you place the order. If you are setup with Alternative Warehouse Sourcing (AWS), you will see the availability in three warehouses: Chicago, Philadelphia, and Atlanta. If the item is not available in the warehouses, the item will display as Not in Stock. If it's not available, an estimated shipping date will be shown. It's likely that the item is on backorder from the manufacturer, and customer service will have to call to get a ship date. If an item is on backorder, consider copying the Sales Representative’s e-mail address onto the Purchase Order Acknowledgement (POA) and the Advance Ship Notice (ASN). The sales representative can then expedite the backorder. The ASN will let the customer know when the order has been shipped.
Special Orders:
Who do I contact for special orders or furniture?
Typically, furniture is quoted and then can be ordered online. Contact your Sales Team at 312-503-0263 for a quote.
Departments can visit the Furniture section of www.vwrsp.com to view different selections. The furniture department can also be contacted directly at 888-624-2432 (or fax 972-257-3293) with inquiries.
For other special orders, contact Regional Manager Mike Eiter at 800-431-4132 (x611) or Elizabeth Nachtwey at 312-503-0263.
Why am I unable to order chemicals, syringes or needles online?
These are considered restricted products. To lift the restriction, supply the CS&C group with the customer business licenses and the D&B numbers and they will remove the restriction.
However, if you would like to purchase syringes and needles and you live in one of the following states, you will seed to submit additional materials:
CA, CT, DE, IL, MA, NH, NJ, NY, PA , RI and Puerto Rico.
To lift the restriction in these states, VWR also needs a medical license such as a Doctors, Dentists, Veterinarian, Pharmacy or Needle license (A DEA license is not sufficient). Fill out the request form and fax both licenses to 610-431-3813.
If no medical license is available: Send the request form to Sandy Miller with the business license and Sandy will determine if you can use a waiver form for the product.
Order Status:
How do I find the status of my order?
Contact the VWR University Service Team (312-503-8479) regarding the status of the order. Be prepared with the Purchase Order number and the VWR reference number (also called the sales order number). Both numbers are located in the upper right corner of the order acknowledgement.
Delivery:
What is the average delivery time?
VWR makes daily deliveries to both campuses. Once your order is received by VWR, you should have your order within 24 to 48 hours. Most orders received by 11:00 am will be delivered the next business day. VWR ships a majority of NU orders from its local warehouse in Batavia, IL.
Returns:
How do I return merchandise?
Contact the VWR University Team (312-493-8479), and they will arrange for pick-up of the product. For more information, see the Return Policy web page.
How will I receive a credit?
Credits for returned goods are issued upon receipt of the returned merchandise at VWR. Credit for returned goods will be issued no later than the following month in the form of a Credit Invoice to be used against the Original Invoice. If this does not occur, call the VWR University Team (312-493-8479) for assistance.
