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FAQ - Frequently Asked Questions

FAQ Bioreagent Webstore

 

 

Any questions about your Bioreagent Webstore?

Get all the answers you need in this FAQ!

Your question concerns:

1. ACCOUNT MANAGEMENT

  

  • Why do I need to create a personal account?

In order to purchase online and/or request a quote,  you need to create your personal account on bioreagent.bertinpharma.com.

Your account allows you to check out quickly for your next purchases/ quote requests.

You will also have the possibility to track your orders/quote status, download your quotes and view your complete history.

Convenient, isn’it?

  • How can I create my personal account?


Create your account will only takes a few seconds:

1. To create your personal account please : Start here
2. Complete the registration form and click ‘Save’.
3. That’s it! you’re now able to purchase online or request quotes.
4. Add your favorite address(es) immediately or later

Feel free to Contact us if you encounter any problems during your registration and/or confirm the status of your account.


  • How do I add/change my shipping address?

To add and modify your shipping address(es):

1. Sign in to your account
2. Click on “My addresses
3. Choose “Add an address” or “Modify”
4. Then, “Save”
5. Sign in to your account
6. Click on “My personal details
7. Make your modifications and “Save”

Attention, shipping address modification will not be possible for an order/quote request already in process, please contact our Customer Care.

 

  • How do I add/change my invoicing address?

You do have the possibility to make your shipping address(es)  your invoicing address by default.

If your invoicing address is different than your shipping address, you will have the possibility to add/modify it when checking out in  “Adress Choice”

Attention, personal details modifications won’t be possible for an order/quote request already in process, please contact our Customer Care.

  • How do I add/change my personal details?

1. Sign in to your account
2. Click on “My personal details
3. Make your modifications and “Save”

Attention, personal details modifications won’t be possible for an order/quote request already in process, , please contact our Customer Care.


  • How do I change my username?

Usernames cannot be modified.
If you wish to use a new username, you’ll need to register online with a new email address here.

Please note that this will create a new account that will not carry over your current Cart, PDF Quotes and Order History information.

 

  • How do I change my password?

To modify it, to do so please:

1. Sign in your personal account & click on “My personal details”
2. Enter a new password and your password confirmation
3.Then, “Save”

  • What if I forgot my password?

Cannot remember your password? Please follow these simple steps:

1. Start here, and click on “I forgot my password”
2. Enter your email address
3. Check your email box and click on the link we send to you in order to reiniatlize your password
4. Enter a new password and your password confirmation, then ”Save”


2. QUOTE

 

  • How do I generate a quote?

1. Create/Sign into your account
2. Once on the Product page you’re interested in, click on “Add to cart”
3. Our website offer you the possibility to Keep Shopping or check your cart now
4. If you keep browsing, you can access your cart at any time by clicking on My Shopping Cart on the left of your computer  screen
5. Once in your shopping cart,  you can easily change the number of units  of every item you want to purchase, remove any item from your cart by clicking the Bin icon
6. When you’re ready click on  “Get a quote” button
7. Choose your shipping and invoicing address(es)
8. Press “Get my quote”

 

  • How do I track my quote status?

1. When you request a quote online, a summary email of you request is sent to you on your email box.
2. When our Customer Care Department start processing your request, another email will be sent.  You can also check your quote status at any time  in your personal account in the section “My quotations requests”

 

  • Where can I access my quote?

1. An email informs you when you quote is ready. Simply click on the link in the email to access your personal account in “My quotations requests” then click on “Read my quote”
2. Your quotation will be in PDF format so you will be able to save  it on your computer  and/or  print it
3. Your quotation will be available at any time on your personal account so you can come back and check it later if you wish.

 

 

3. SHOPPING CART & CHECK OUT

 

  • How can I find the product I need?

 We help you find your product among 20K high quality refs:

  • Find at a glance what you're looking for thanks to our mega menu
  • Type your search in auto complete user interface features search engine
  • Use your favorite way to browse: product name, catalog number, brand, family product or keywords

 

         

We provide you all the info to finalize your choice:

  • Consult product overview, application, data on every product page
  • Download MSDS & Technical file in PDF version

 

  • How do I place a product in my shopping cart?

To place an item in your shopping cart, navigate to the page of the item you are interested, select the size you need, if applicable, the quantity of items needed,  then click on  the “Add to Cart” button, the product will be automatically add to your shopping cart.

Our website will offer you the choice to "Keep Shopping" or "Check your Cart".

If you keep shopping, you can access your cart at any time by clicking on "My Shopping Cart" on the left of your computer  screen.

 

  • How do I manage the products in my shopping cart?


To check what is on your shopping Cart, click on the “My Shopping Cart” on the left on your computer screen.

Once in your shopping cart,  you can easily change the number of units  of every item you want to purchase, remove any item from your cart by clicking the Bin icon.  

  • How do I check out?

1. Once you’re done shopping, click on the "Buy now" button.
2. Add/Select your delivery address, then click on the Next Button
3. Our website will inform you of the Packaging and Shipping fees that apply to your order, then click on the “Next Button”
4. Add/Select your Invoicing address. By default, your invoicing address will be the same as your shipping address, of course you can easily change it if you wish to.
5. Double check your order details, and whenever you’re ready to complete your purchase click on the “Proceed to secure payment” button.
6. Then you will be automatically transferred to our partner Paybox secure server and asked to fill your credit card details and press "Validate".

Should you encounter any problems during the checkout process, feel free to contact us by email or by phone +33 (0)139 306 036.

 

4. PROMO CODE

 

  • Where do I enter my promotion code when ordering/quote requesting online?

If you have a promo code, please enter it in the Promo Code field in the first step “My Shopping cart” of the check-out/quotation request process, and press "Apply".

 

  • How do I know my promotion code has been applied?

If your promo code is valid then it will automatically applies on your shopping cart.
If not, then your promo code might be not correct or expired. Please try again or contact us.


5. TAXES

 

  • Will I be charged sales tax?


State Tax is collected in UE states.
If you are tax-exempt, please place your VAT number when registrating or at any time in “My Personal Details” in your personal account.

Verification of your VAT number will be performed by Bertin Pharma team and an email will be sent to you.  Once this is done, your future payments could be processed VAT excluded.

In the meantime place your credit card order as you normally would.

 

6. PAYMENT & INVOICING

 

  • Is ordering online secure?


Yes. Our partner PAYBOX BY VERIFONE holds accreditation and certification from GIE Cartes Bancaires, Visa and MasterCard, and from non-bank issuers and acquirers for its distance selling and local payment services.

Paybox payments platform is certified as complying with the PCI/DSS Standard (Payment Card Industry / Data Security Standard) by VISA and MasterCard.

This certification specifies the application of the most stringent security rules with a view to protecting the banking card data communicated during payment transactions. The certification is granted after an audit which checks the application of the specifications and is controlled every quarter by intrusion tests on our platform.

 

  •  What forms of payment are accepted?

Through our websites, Bertin Pharma accepts the following method of payment:

> CB, Visa, Mastercard

If you wish to pay by wire transfers, please contact us.

  • How do I know my payment has processed successfully /failed?

After filling your credit card details and pressed "Validate", our website inform you of the success/fail of the transaction.

A summary will appear on your screen detailing your final order including Packaging & Shipping fees, your billing & invoicing address(es)  and the items that will be sent to your shipping address. A copy will also be sent to your email box.

If your transaction has failed, please double check your credit card details and try again, or try using another card.

 

  • How will I know that you have received my order?


After you complete the checkout process, you will receive confirmation via e-mail that we have received your order.

You will also receive an email when your order’s status changes :

> order in process
> order shipped

In case the product had been paid on our Website and could not be delivered due to local restrictions or regulations, you  will be refunded from the cost of the goods and transportation costs less any taxes, bank fees supported by Bertin Pharma.

 

  • How do I obtain a copy of my invoice?

Your invoice will be sent to you via email in PDF format.

 

 

7. SHIPPING & TRACKING

 

  • Can you ship to international addresses?


Yes. Bertin Pharma is able to ship orders worldwide.

  • What are your shipping and packaging rates?

We apply a single rate list. This depends upon country of delivery. When choosing your shipping address during the check-out process, our website calculates automatically the amount of your packaging and shipping fees.

 

  • What transporters do you work with?

Bertin Pharma knows how important your parcel is. This is why we are working with selected transporters:

> TNT for delivery in metropolitan France

> DHL for delivery in the rest of the world

  • How do I track my order’s status?

After you complete the checkout process, you will receive confirmation via e-mail that we have received your order.

You will also receive an email when your order’s status changes :

-order in process
-order shipped
-order delivered

You can also track your order at any time via your personal account in “My orders”.

 

  • Where can I find a tracking number for my shipment?

When your parcel tracking number is ready you will receive an email. Click on the link “Check my parcel” in the email to access your parcel status via the transporter’s website.



8. CANCELLATION & RETURN

 

  • Can I cancel my order?


You may not cancel an order unless such cancellation is expressly agreed to in writing by Bertin Pharma.

Our products cannot be returned without any prior authorisation and instructions from our Bioreagent Department. You can reach them either by fax, post or e-mail at order@bertinpharma.com.

 

  • What if I have received a defective product?

Products cannot be returned without any prior authorisation and instructions from our Bioreagent Department. Please contact us either by fax, post or e-mail:

Bertin Pharma

Parc d’Activités du Pas du Lac
10 bis avenue Ampère
78180 Montigny le Bretonneux - France
Tel: +33 (0)139 306 036
Fax : +33 (0)139 306 036
Mail:



9. TERMS & CONDITIONS

 

  • Where can I find your Terms & Conditions?

 > Click here to access our Terms & Conditions online

> Or download Terms & Conditions in PDF  format here

 

10. TECHNICAL SUPPORT & CUSTOMER CARE  

 

  • Where can I report a problem/ask a question about my order?

If you have any problems with your order or have any questions, please contact our Customer Care either by fax, post or e-mail:

Bertin Pharma

Parc d’Activités du Pas du Lac
10 bis avenue Ampère
78180 Montigny le Bretonneux - France
Tel: +33 (0)139 306 036
Fax : +33 (0)139 306 036
Mail: order@bertinpharma.com

 

 

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