FAQs

How do I request access?

Contact your sales representative and let him or her know you are interested in using the Shop. If your facility already uses the Shop, please contact your local Administrator.


How do I set up a new user?

Please review the User Set-up Guide for assistance on setting up a new user.


Why is my spare part/consumable not available for purchase?

Currently, only frequently ordered parts/consumables are available on the Shop. Please use the Contact Us form on the Support page to let us know about frequently purchased item(s) that should be considered for the next upload to the Shop.


How do I add another delivery address?

Please use the Contact Us form to let us know the additional address, or call 800-323-1245.


Can one order be sent to several delivery addresses?

No. Please place separate orders for each delivery address.


How late can I place an order for delivery in the current week?

Orders entered by 2 p.m. Central Time Monday through Friday are processed the same day. Most orders are shipped via UPS Ground. For expedited delivery, please contact Customer Service prior to placing your order. Call 800-323-1245, Monday through Friday, 7 a.m. to 7 p.m. Central Time.


What are my payment options?

For credit card payment, please call 800-323-1245. If you have established a credit account with us, the invoice will be sent when the order ships.


What prices will appear on my order?

Your contracted prices will be displayed.


Will user manuals be shipped with the order?

Yes, user manuals are shipped with the order, and they can also be accessed online here.


What is the product warranty?

Please see Terms & Conditions.


How do I return a product?

Please see Terms & Conditions.


When will I receive my order?

Your order confirmation will have the estimated shipping date. Lead times vary based on availability. Orders placed by 2 p.m. Central Time Monday through Friday ship the same day. For ground deliveries, allow normal UPS transportation time. For more information, please call Customer Service at 800-323-1245.


Why didn’t I receive an order confirmation?

Order confirmations are sent to the email address provided by the set-up user. If you did not receive a confirmation, your order may need attention from Customer Service. Please call 800-323-1245 for more information. Our system undergoes occasional scheduled maintenance. If you haven’t received your order confirmation, please call Customer Service at 800-323-1245.


How do I know that the spare part/consumable is compatible with my product?

For Technical Services, orders for parts or to place a service call, please call Customer Service at 800-323-1245.


What does my order status mean?

“Not processed” means that Customer Service needs to attend to the order. “Partially processed” means that the order is complete and shipment is pending. “Completely processed” means that your order has shipped. For more details, open the order and find the status for each line on the order.