Frequently Asked Questions (FAQ's)

Registration/New Users

ALL users must signup and fill out the registration page with our new web store. You must setup a new account when you first purchase an item on the store even. All discounts, coupons and promotions displayed on the web store are valid for web store orders only. Prices on the web store are exclusively for valued customers of Shimadzu Scientific Instruments. Businesses such as resellers, distributors and third party service providers are subject to adjusted costs. After that, you can use your login over and over again to order parts and consumables 24/7/365. Registration page can be found here.

Resetting Password

Q. I forgot my password for my account. Can I reset the password on my own?

A. Yes, you can. Please click the 'Login' link at the top right corner of the page. Under the "Forgot your password" section of the page, please input your email address and click "request new password." The store will then send you a new password. After you login with the password you will need to reset your password again for security purposes.

Ordering Parts

Q: I would like to order parts but I live in a country outside the United States.

A: The Shimadzu products displayed at the site are available only for purchase, delivery and use within the United States.  The prices displayed at the site are quoted in US Dollars and are valid and effective only in the United States. If you are an exporter or the US address submitted is a known exporter/warehouse address, and the product appears it will be shipped and/or used outside the US, then we reserve the right to refuse the sale. You will be transferred by the customer service department to the international department and referred to the appropriate distributor. If products are ordered in the USA and shipped outside of the USA, all warranties and returns are voided. For purchases outside of the U.S. please click here to locate your closest sales representative.

Q: My credit card was charged a different amount from the original receipt I received?

A: From time to time based on taxes and differences in parts, your credit card may be charged a different amount.

Q: It's 2pm EST and I just placed my order. When it will be processed?

A: Orders submitted after 1pm EST will be processed the next day.

Q: I would like to order an entire HPLC system or GC system. But I don't see these parts on the store?

A: Unfortunately, at this time you may not order items classified as a main body items, such as an HPLC system or GC-2010 or TOC-V. You need to contact your local sales representative instead. You can locate your sales representative by using the following link.

Q: I routinely order the same parts, will I have to select them one by one each time I want to place a web store order?

A: Once you place an order, you may go back into your order history and use the re-order feature of our store.

Q: I placed my order online and no taxes or shipping charges showed up on my order. Now that my order has shipped, taxes and shipping costs have been added to my order. What happened?

A: Once you place an order, our customer service team will establish appropriate taxes and any additional shipping charges for your particular order. Taxes vary from state to state. Your shipping charges might increase if you order an item or items of particular weight.

Website Requirements

Q: When I open up your web store in my web browser it appears to be distorted.

A: Our site is designed to work best in the latest versions of IE, Edge, FF and Chrome. Unfortunately, we cannot at this time guarantee other browsers will work correctly.

Payment Terms

Q: I would like to order parts for my piece of equipment. But all I have is a purchase order? What can I do?

A: Update! you can now order with purchase order as payment type. Any order amount over $5000 and with payment type of purchase order requires a purchase order to be included in your order.