Customer Service FAQs

• What are your hours of operation?

  9:00 am – 17:30 pm CET Monday through Friday
• How do I place an order, get information about price, or ask about my order?

  Email: servizioclienti@merckgroup.com
  Phone: 0848 8 45 645
  Fax: 0848 08 45 644
  Online: http://www.merckmillipore.com/IT/it
• What if I have technical questions about a product or application?

  Contact us: www.merckmillipore.com/techservices
• What if I cannot find a product on the website?

  Some of our products are not available for sale on the web. Please send your order to Customer Service
  
  Email: servizioclienti@merckgroup.com
• 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 or fax 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 payment terms?

  Public customers → 90 days month end
  Private customers → 60 days month end
• How can I track my order?

  You can track your order using the 'My Account' feature on the website:
  http://www.merckmillipore.com/IT/it
  or calling Customer Service: Phone: 0848 8 45 645
• What if I don t have an account?

  Customer service can set up an account for you or you can create one online. You must have a valid PO to set up an account. Your order will be processed once we have verified addresses, reviewed credit and bank and trade references and spoken to your accounts payable department. Generally, it takes 3-5 business days to set up an account (Credit Card orders are usually processed sooner).
• 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.
  Email: servizioclienti@merckgroup.com
  Fax: 0848 08 45 644
• What if I am Tax Exempt?

  If you are tax exempt, please send us your certificate to servizioclienti@merckgroup.com and allow 1-2 days for processing.
• How do I revise a PO?

  Changes can be requested to Customer Service. Orders will be placed on hold until a corrected order has been received. Upon receipt of a revised purchase order, the order will be processed within 24 hours.
• 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 email Credit Management for questions or additional invoice copies.
  
  Email: contabilita@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, UOM and price
  • Any additional comments. Ex: date order is needed by, if a quote or promo should be applied, etc
  • Credit card information (if applicable)
  • Tax Exemption Certificate (if applicable)
  • Special product certificates: Dangerous goods, Alcohol. (if applicable)
  • CIG / CUP code (applicable to public customers)
  • CUU / IPA for electronic invoicing (if applicable)