China/HK Customer Service FAQs

• How can I get help with the web site?

  • Click "Contact Us" at the top right of any page on the web site. There, you will find contact information for Customer Service and Technical Support in your region. You can also select to submit a form that will go to regional CS or TS team.
  • Or you can contact us via telephone or email as below,
    Technical Support Hotline (China incl. HK): (86) 400-889-1988, Extension 1 - Lab Water, 2 - Bio Science 3 - Bio-Pharm Process Solution, 4 - Biomonitoring, 5 - Advanced Analytics, 6 - Pharm Chemical Solution, 8 - Others.
    Technical Support Mail (China incl.HK): asiatechserv@merckgroup.com
    Customer Service (Shanghai): (86) 400-889-1988
    Customer Service Mail (Shanghai): shwebmaster@merckgroup.com
    Customer Service (Hong Kong): (852) 2376 3878
    Customer Service Mail (Hong Kong): hkwebmaster@merckgroup.com
• How do I change the email address for my user account?

  Login with your current credentials. Then click on "My Account" and enter a new and valid email address. Save your changes and the new email address is saved.
  
  Changing the email address via "My Account" only changes the email address to which emails are being sent to! If you need to change the login field, please contact customer service for help
• I can't remember my password.

  Please click on the "Reset password" button on the login page and follow the next steps.
• I cannot login.

  Reasons for this could be

  1. User chose the wrong channel
  2. User used the wrong password
• Will I be able to see my past purchase orders?

  Orders that have been placed using an account will be available in the Order History section in "My Account".
• Can I have several delivery addresses?

  Yes, this is possible. You can contact customer service directly to add more addresses or modify current address.
• What should I expect after submitting a PO?

  Your ordered will be placed as soon as possible and will receive Order Confirmation within 48 hours.
• How do I revise or cancel a PO?

  You have to call the customer service as soon as possible, since the order will be normally processed within 48 hours.
• Why I can't receive the mail of order confirmation?

  Firstly, please check if your mail box could receive other mails. Otherwise, you'd better connect to your local IT to see if the mail is banned at your server. After that, please contact Merck customer service for help.
• Why I can't see the discount price for some products?

  Perhaps you are not authorized to get discount for some products. You could contact with customer service for more help.
• Why I can't purchase some products in shopping cart?

  Some products are "phased out" status or banned at China, so you could not purchase them. For more detail, please call customer service for help.
• Will the goods be shipped out at the confirmed shipping/availability date on web site?

  Normally, the goods could be shipped out at the confirmed date if no credit Limit issue. Due to different condition, please try to contact Customer Service for the more accurate shipping date.
• How can I track my orders?

  You can track your orders using the "order" section in "My Account" feature on the website or calling customer service.
• What's the meaning of "PO Number/Internal Reference Number"?

  This PO Number is for you to record/refer, you could input your purchase Order Number in it.
• What shall I do once the web price is different with the quotation from sales?

  Please remark it at the field of special instruction at the step of "Review & Place Order".
• Whom should I input for the Email Recipient on order review and place page?

  You'd better input Merck Sales & CSR, and then the web order acknowledgement will be sent to them.
• What if I need to return a product?

  If a return is needed, please contact customer service or sales.

Regulatory Requirements

• Your order will be processed within 48 hours once we have verified addresses, total amount, credit limit, Merck sales names, end users, etc. on your web order. And an order confirmation will be sent if all of the above items are accurate. We will be able to arrange shipment based on product availability, payment term & credit limit.
• Our main objective is to make sure you are satisfied with our products and services. If you have any questions at all, please feel free to contact us and thank you, again, for choosing Merck!