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FAQs

Frequently Asked Questions

While we've tried to address your every need on our site, we know that questions will come up. Here you'll find answers to the questions most frequently asked by our customers. If you still need further assistance, please email customersvc@capitolscientific.com or call us at 1.800.580.1167 and we'll be happy to help you directly.

GENERAL

ORDERS

ACCOUNT REGISTRATION & CUSTOMER CENTER

GENERAL

What is "My Favorites"?

"My Favorites" is a feature on the website that allows you to "tag and save" certain products for whatever reason: you may purchase them frequently; you may want to save the products to purchase at a later date; you may want to comparison shop products, etc. "My Favorites" allows you to easily access (and then order) these products instead of having to conduct a new search for them.

How do I qualify for the Customer Loyalty Program??

After creating your login and account (click here if you haven’t), the easiest way to apply for a Customer Loyalty Program for your entire company is to submit our Customer Loyalty Programs application form. Your account manager will contact you to set up your custom pricing and make sure the appropriate locations and/or departments are included in the program.

How do I apply for the Vendor Managed Inventory Program?

All account members are eligible for the Vendor Managed Inventory Program. Your first step is to complete an account. Once that is completed, you will be assigned a dedicated account manager who will work directly with you to identify those products that require consistent and frequent fulfillment.

Are web prices different than ordering via phone?

Regardless of how you place an order – via our website or over the phone – all product prices quoted will be the same. For your security, we do not accept credit card email orders. *NOTE: The manufacturer pricing for some products on our website are based on highly fluctuating raw materials. We have made our best attempt to identify these on the product pages. However, we may sometimes need to adjust pricing when our pricing is significantly increased. We will do our best to update pricing upon notification from vendors.

How do I use a promotional code?

Submitting a promotion code is easy. Once you've filled your cart with the products you’d like to purchase, simply click “CHECKOUT”. On the “CHECKOUT” screen in the bottom right hand corner, enter your code in the box labeled, “Enter Promotional Code Here”. Then click the “Apply Promo” button and you'll see the discount applied.

ORDERS

How do I place an order online?

First make sure you are logged in so you can see your custom pricing. Then, use CapitolScientific.com's sophisticated search feature to locate the products you need and simply add them to your cart. This will take you to the cart screen. Click “Checkout” and proceed with the steps required to process and confirm your order. Please be sure to review all information for accuracy.

For your security and our own, our policy does not allow us to process first-time credit card orders when the shipping and billing addresses differ. Don't worry; you have options:

  • We can ship your merchandise to your billing address, provided it is a registered commercial address.
  • You can call customer service to provide a credit card that has matching billing and shipping addresses.
  • You can send us a copy of your company's W9 so our verification department can approve the order (this may cause a delay of 3-5 days in processing your order).
  • You can make payment via a wire transfer. If you'd prefer to make a wire transfer, please contact customer service to obtain our banking information.
  • You can apply to establish a Net30 account. You can download and print a credit application here.

Do you ship internationally?

Generally, we do not ship outside of the United States or to international freight forwarding companies. We may make exceptions for shipments to Canada or Mexico, if the order size permits and the manufacturer will drop-ship directly to your forwarder. You will be responsible for your freight broker and any duties/taxes that are incurred. If you would like to ship internationally and have a freight forwarder, contact customer service to confirm if the order can be processed. We no longer ship chemicals or precursor glassware outside the United States or to international freight forwarders. Please note: for approved international orders, we require payment in the form of a wire transfer. Any wire transfers we receive, without having an existing order in the system, will be returned minus any applicable processing fees. For more information, please call customer service at 800.580.1167.

Is it required that I have a login to place an order?

No, it is not required to have a login. However, we encourage you to create one to take advantage of discounted pricing, as well as have access to our Customer Center where you can review orders, quotes, billing and other information.

How do I view and track my order?

To view and track orders, you will need a login to access to your personalized Customer Center. Once in the Customer Center, under “Orders” click on “View Orders” to review your orders.

How can I order items previously purchased?

After logging in, click on “Customer Center” in the top right hand corner. Under “Orders” click on “Re-order Items”, and scroll down.

How can I change or cancel my order?

Please contact customer service via phone at 800.580.1167.

What is your return policy?

Capitol Scientific's return policy is posted under our ORDER & PRODUCT POLICIES

ACCOUNT REGISTRATION & CUSTOMER CENTER

Why should I create an individual login?

Creating a login is important because 1) it starts the process of creating an Account so that you are eligible for discounted pricing, and 2) it gives you access to the Customer Center where, via your login and account, you have access to managing billing and orders.

What are the benefits of establishing a Capitol Scientific corporate account?

Creating an account qualifies your company for discounted pricing and access to your personalized Customer Center where you can manage billing, orders and your account profile.

How do I get discounted and preferred pricing?

To qualify for discounted and preferred pricing, you will need to create an account and login. Please apply by completing the Customer Loyalty form. You will be assigned a discount level, which will then show your discounted pricing automatically whenever you login.

Where do I find a credit application?

You can access a Credit Application here and submit either via fax at 512.836.1338 or email at customersvc@capitolscientific.com

What information is found in the Customer Center?

The Customer Center is a comprehensive area of our website where you can:

  • Review your account settings and preferences
  • Manage billing, statements and payments
  • View orders, quotes and place re-orders

How do I change my account information & preferences?

Log in and click on “Customer Center” to access account information and preferences. You can edit under “Settings” and “Set Preferences” on the left hand side of the page; or also under “Edit Your Profile”.

How do I add/edit a payment method?

Log in and click on “Customer Center” in the upper right hand corner. Under “My Account” click “Edit Your Profile” and you will be able to edit and access any payment information on file.

How do I add/edit my shipping preferences?

Log in and click on “Customer Center” in the upper right hand corner. Under “My Account” click “Edit Your Profile” and you will be able to edit and access any shipping information on file.

How do I edit my username/password?

Log in and click on “Customer Center”. On the left-hand side, you will see “Settings” where you can “Change Email/Password”.