Frequently Asked Questions - Customer Service
Q. How do I order a catalog from your company?
A. Call 800.266.2222 to request a printed catalog or use our online catalog. For the most up-to-date information about our products, we recommend browsing our online catalog which is updated monthly.
Q. How do I set-up an account with Hardy Diagnostics?
A. Click here to download our Customer Set-up Form - Credit Terms.
B. Click here to download our Customer Set-up Form - Bank Card.
Once the form is filled out completely and signed, fax it to (805) 346-2760 or email Customer Service.
Hardy Diagnostics will assign your facility with a customer number then
contact you. This process usually takes 24-48 hours.
Q. How do I place an order with Hardy Diagnostics?
A. You may place your orders in any of the following ways:
phone: (800) 266-2222
fax: (805) 346-2760
online ordering
Q. Can I use my credit card to pay for this order?
A. Hardy Diagnostics accepts MasterCard, Visa and American Express.
Q. Doesn't your system save the credit card number?
A. For reasons of security and for your protection, we do not save credit card numbers in our system.
Q. What will my price be for the product?
A. Pricing is given at the time of order placement. If you are not placing an order, give the Customer Service Representative your account number and they will be happy to provide pricing for your item(s).
Q. What if I have a question about my pricing?
A. Pricing is given at the time of the order. For new contract pricing, please contact your Account Manager. Any questions on invoicing should be directed to Customer Service. They will be happy to assist you.
Q. How can I check on an order that I have already placed?
A. Your Customer Service Representative will be glad to check on your order to verify that your order has shipped or provide you with order status information.
Q. Can you tell me when my order will ship?
A. Orders placed Monday through Thursday before the cut-off time will be shipped out that same day. Most shipments are received the next morning. We usually do not ship orders for refrigerated products on Friday in order to prevent damage to your products during the weekend.
Q. How will my order ship? Which courier do you use?
A. We use many couriers, depending on your location. It may be a local courier or a national courier. We always ship the best way, to provide you with the best possible delivery time at the most reasonable cost.
Q. Can you track my package for me?
A. Your Customer Service Representative will be glad to get the information for you.
Q. Does Hardy Diagnostics charge a dropship fee?
A. No.
Q. What is Hardy Diagnostics Handling charge?
A. There is no handling fee for routine orders. There is a $6.50 handling fee for all orders shipping freight collect or third party.
Q. What is the Minimum Shipping Fee?
A. Our minimum shipping fee is $12.50. Shipping fees are not applied to back ordered items or "will call" picked up at our warehouse.
Q. I placed my order yesterday and I still have not received it. What could have happened to it?
A. There are several factors that can play a part in a delayed shipment. Any order received after our cut-off time will ship the following day. We do not ship out refrigerated items on Friday. Also, there could be a delay because of inclement weather. We would be happy to track your order for you.
Q. Can I return the product that I received by mistake?
A. Returns are coordinated through Customer Service and will require a Return Goods Authorization Number (RGA), which must accompany returned products. If the return is due to customer error, the return is subject to a 25% restocking charge. Returned products must be received at Hardy Diagnostics in good condition within 7 days. Products that require frozen or refrigerator storage are not returnable. Notification to Hardy Diagnostics must be communicated to Customer Service within 48 hours of receiving the product to be considered for credit or replacement. Your Customer Service Representative can provide you with information on returnable products.
Q. Can I set up a standing order?
A. Yes, we highly encourage standing orders to ensure availability. Simply call 800.266.2222 and we can get your standing order processed.
Q. Can I make a change to my standing order?
A. You can make a change to your standing order with 48 hours advanced notice.
Q. Why wasn't I notified of a backorder?
A. You should be notified at the time you are placing your order. You may contact a Hardy Diagnostics Customer Service Representative for an update at any time.
Q. What is a Hazmat Fee?
A. When shipping hazardous materials, our carrier, Fedex Ground, imposes an extra charge per box. Hazard materials will be packaged separately, in accordance with the Department of Transportation regulations. The Hazmat fee is $25.00 per box.
Q. What if my products arrive damaged?
A. Call 800.266.2222 and speak to your Customer Service Representative.
Q. How can I get techical assistance?
A. You can call 1-800-266-2222 ext. 5658 or you can utilize our HUGO Techical Assistance Manual on CD. In addition we have most HUGO documents on our website. Click on "More info" then "View file" next to Technical data, after you call up the product on our web catalog.
Q. How can I sign up for the monthly Microbiology Newsletter ("Microbytes")?
A. Use the sign up box at the left.
Q. How can I access past issues of your newsletter?
A. Click here.
Q. What is the maximum number of days to request a proof of delivery?
A. All requests for proof of delivery must be made within 90 days of the invoice date. After 90 days, goods will be considered delivered "to the customer's receiving dock" as invoiced.
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