Customer Service FAQs


  • What are your hours of operation?
    8:00 am – 8:00 pm EST Monday through Friday
  • What if I have technical questions about a product or application?
    General Technical service is open from 8:00 am – 8:00 pm EST Monday through Friday.
    Phone: (800)-645-5476
  • What if I have special requirements?
    Please indicate all special requirements on your PO. Ex: Lot numbers, Ship sets, Standing orders, Shipping Terms - if collect, provide account number and carrier or prepaid & add, FOB or additional product documentation.
  • 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 EMD Millipore’s Payment Terms?
    EMD Millipore's standard terms are Credit Card or net 30 days.
  • How can I track my order?
    You can track your order using the 'My Account' feature on the website: www.emdmillipore.com or calling Customer Service: Phone: (866)-645-5476
  • 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, update your account online, or email your changes to us. Your account will be updated within 1-2 business days of receipt.
  • What if I am Tax Exempt?
    If you are tax exempt, please send us your certificate to newaccounts@merckgroup.com and allow 1-2 days for processing.
  • How do I revise a PO?
    Incomplete 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 call or email customer service for questions or additional invoice copies.
  • 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)
    • Shipping priority (overnight, ground, etc). Some products may require overnight shipment
    • 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
    • Payment Terms (CC or 30)
    • Credit card information (if applicable)
    • Orders over $10,000 require hard copy purchase order
  • What if I need to return a product?
    If a return is needed please contact Customer Service
    Phone: (866)-645-5476

Regulatory Requirements

There are number of regulations from different government agencies that require EMD Millipore to carry out certain checks before supplying products. Often, but not always, this requires an end-user declaration about intended usage or other documentation. Many of these documents have a validity of a year.

As a consequence EMD Millipore is obliged to screen all orders for such regulated products and check we have valid customer documentation in place or request it prior to shipment. Once supplied this documentation is held electronically against a customer’s “ship to” address and a “ship to” account number for the validity period.

In order to minimize the time taken for this screening process we strongly encourage customers to provide both their account number and “ship to” account number with their order. If valid documentation is registered with us and a “ship to” account number is provided then EMD Millipore will be able to ship the products promptly.

What you can expect:
  • Your order will be processed once we have verified addresses, reviewed credit, bank and trade references and spoken to your accounts payable department. Generally, it takes 3-5 business days to set up an account with a credit line. (Credit Card orders are usually processed sooner).
  • If all of the above items are present on a purchase order, we can guarantee an order will be processed within 24 hours and an order acknowledgement will be sent. For the majority of our items, if an order is placed before 8:00 PM eastern standard time, we will be able to ship the next business day based on product availability.
  • 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 EMD Millipore!

EMD Millipore Remittance

Corporate
EMD Millipore Corporation
290 Concord Road
Billerica, MA 01821
Main Number: (866) 645-5476
Fax Number: (800) 776-0999
Email: NACustomerservice@emdmillipore.com
Tax ID 04-217-0233
SIC Number 382698
DUNS Number 00-105-0152
Remittance Addresses
Check
EMD Millipore Corp.
25802 Network Place
Chicago, IL 60673-1258
Wire or ACH
SWIFT BIC: CHASU33
ABA: 021000021
JPMorgan Chase Bank, N.A.
New York, NY 10005
Account: 989901970
Account Name: EMD Millipore Corporation
State Sales & Use Tax
Newaccounts@merckgroup.com
EMD Millipore Corporation
290 Concord Road
Billerica, MA01821
Attn: John J. Griffin, Tax Department