Customer Service FAQs

Ordering

Can I buy via the Megazyme website if there is a distributor in my country?
Purchasing through your local Distributor can have a number of benefits, such as a local contact number, local language, the possibility of reduced freight charges and simplified customs procedures. If for any reason you prefer to purchase directly from Megazyme you may do so.
Can I order by telephone or fax?
We have a fully integrated operating system which links our web database directly with DHL and other internal databases. This means that all orders must be entered online. For further information, see ordering.
Can I use a PO (Purchase Order) number when ordering online?
When placing an online order there is the option to enter a PO number on the 'complete order' page in the shopping process if required.
Can I cancel or change my order before shipping?
There is no option to modify your order via the website. For changes please contact Customer Service. Orders that have already been dispatched cannot be modified or cancelled.
How much does it cost to ship my order?
Shipping charges are calculated based on the total number of items ordered and shipping destination. Shipping charges will be clearly displayed in the checkout screen prior to final order confirmation. For further details, visit our shipping and delivery page.

 

Payment

Can I pay for my order by credit card and PayPal?
When placing an online order you can choose to pay by credit card, PayPal or or by account. Credit card payment can ONLY be made at the time the order is placed.
Do I have to pay by credit card?
Once your account has been activated our accounts team will advise if advance or credit card payment is required. The credit term for account customers is 30 days net.
What credit cards do you accept?
The following credit cards are accepted by the Megazyme website: Visa, MasterCard and American Express. We also accept PayPal.
Can I get a quotation before I order?
Once you are a registered user you can request a proforma invoice or quotation via Customer Service.
What currencies do you accept?
We accept US Dollar and Euro payments. Trading currency is assigned based on location when you create your account, and applied to your user profile.

 

Delivery & Tracking

How long before my order is dispatched?
Where possible all orders received online before 12 noon (GMT) are dispatched same day or next business day, orders received after 12 noon will not be dispatched until the next business day.
How long will my order take to arrive?
We dispatch all our products world-wide via DHL Express. Megazyme orders are shipped on best available delivery service based on your location. Typical delivery to the UK is 1 day, Mainland Europe 1-2 days, the US/Canada 1-2 days, Rest of World 1-5 days. View our Shipping & Delivery page for further details. For location specific information please contact Customer Service with your shipping address.
Can I track my order?
Megazyme provides DHL Express time stamped tracking on all orders.
Does my order require refrigerated or dry ice shipping?
All Megazyme orders are shipped at room temperature. Our products are not affected by short- term ambient shipping. On receipt please store as indicated on the individual product labels.
Will I have to pay duties and taxes when importing Megazyme products?
You may have to pay for duties and taxes when importing goods. These charges vary from country to country and will be passed onto to you from customs by DHL Express if applicable. These charges have nothing to do with Megazyme and are not reflected in the total of your sales invoice. Should you require further information relating to possible duties and taxes please contact your local customs office or your local DHL Express representative.
Do I need a special licence or permit to import Megazyme products?
Special import licences or permits may be required. Please contact your local customs office for further information.

 

Returns

Can I return an incorrect order?
Megazyme takes great pride in our personal service and timely delivery. Our Customer Service team is available to assist you should a problem arise with your order. Please inspect all packages immediately upon receipt and notify us promptly of any damages or discrepancies. If damage occurs, please retain the damaged goods, packing material and shipping documents. Should the damage require you to return the material, please contact Customer Service to obtain shipping instructions and authorisation. Should an item be shipped to you incorrectly, as the result of an error on our part, we will take quick and appropriate action to correct the problem. Please note returns accepted for items which have been ordered in error may be subject to a 20% processing fee to cover disposal costs.

 

If you still require further assistance, please contact our Customer Service Team.