8:30 am – 5:00 pm, Monday - Friday
Customer Service FAQs
-
How do I place an order, get pricing or ask about my order?Email: gecustomerrelations@merckgroup.com
Tel: 0800 5155000 (toll free) or local +49 (0) 89 6513 1130
Online: www.merckmillipore.com/DE/en -
What if I have technical questions about a product or application?General Technical service is open from 9:00 am – 5:00 pm, Monday - Friday.
-
What if I am not able to see my prices?Your prices will be visible only after the first order has been placed.
Only prices offer with a minimum duration of 1 year will be visible on your web account. Other special prices offer will need to be mentioned on the order for Customer Service to apply. -
What if I have special requirements?Please indicate all special requirements on your PO. Ex: Lot numbers, Ship sets, Standing orders
-
What should I expect after submitting a PO?Your ordered will be placed as soon as possible and will be acknowledged within 24 hours if a valid email is provided.
-
When and how will my order ship?Your order will ship based upon the availability of the product, the product requirements (some products are time sensitive), and your requested delivery date.
-
What are Merck Millipore payment terms?Standard terms are 30 days net.
-
Where do I find the status of my order?Please contact customer service
Email: gecustomerrelations@merckgroup.com
Tel: 0800 5155000 (toll free) or local +49 (0) 89 6513 1130
Online: www.merckmillipore.com/DE/en -
What if I don t have an account?It is easy to create an account online. If you have difficulty, please contact customer service. To fully activate the account, you have to place an order. Customer specific prices will be visible starting with the second order. If you are a new customer, we need a valid address as well as your VAT-number before processing your order. Generally, it takes 1-2 business days to set up an account.
Please note: All departments of a university (or company) are linked to one customer number. That means that all billing & shipping addresses and orders are visible for the staff of one university. -
What if I need to change or update my account?You can change or update your account anytime. You can provide your changes to customer service via email or fax. Your account will be updated within 1-2 business days of receipt.
-
What if I cannot log in?Please check if you are on the right "channel" on the website (German channel for Germany etc.). If you are registered on the German website, you have to log in there. If logging in does not work, please delete the cookies in your browser. If you still cannot log in, please contact customer service.
-
What If I forgot my password?Please contact customer service and provide us the Email-address of your account. You will get an automated password retrieval email within one or two business days.
-
What if I am Tax Exempt?If you are tax exempt, please send us your certificate to gecustomerrelations@merckgroup.com and allow 1-2 days for processing.
-
How do I revise a PO?Please contact customer service
Email: gecustomerrelations@merckgroup.com
Tel: 0800 5155000 (toll free) or local +49 (0) 89 6513 1130
Online: www.merckmillipore.com/DE/en -
What if I have questions about billing?If your order was placed via phone, fax or email the invoice will be sent as soon as your order ships. For orders placed online, your invoice will be available online as soon as the product ships.
You can always call or email credit management for questions or additional invoice copies.
Email: creditmanagement.ge@merckgroup.com -
Where can I find your Conditions of Sale?You can find our terms and conditions on each order acknowledgement, invoice and by clicking here.
-
What are your purchase order requirements?To ensure quick and smooth processing of your order, please make sure to include the following required information:
- Company name
- Valid ship-to address with attention information (bldg, room number, end user name, etc)
- Valid bill-to address with attention information (bldg, room number, etc)
- Customer purchase order number
- Buyer name, phone number, and fax/email
- User name, phone number, and fax/email (if applicable)
- Item being ordered – including quantity and price
- Any additional comments. Ex: date order is needed by, if a quote or promo should be applied, etc.