Frequently Asked Questions
Can I place an order without an account with ionz?
No. To place an order, you must first create an account. Please email us at sales@ionz.ca. A customer service representative will verify your business details and intended use of our products. Once your information is verified, your account will be activated, allowing you to place orders.
Are online orders secure?
Yes. All data transmitted to and from our web server is encrypted using SSL (Secure Socket Layer) protocol, ensuring confidentiality and security. ionz keeps all submitted data private and does not sell it to third parties under any circumstances.
Can I place an order from anywhere in the world?
Our website accepts orders from customers in North and South America, most of Asia, and parts of Africa and the Middle East.
What payment methods are accepted?
ionz accepts corporate credit/procurement cards and purchase orders for online payments. We accept Mastercard, Visa, and American Express. Personal credit cards are not accepted.
I can't find an item on your website, but I believe you carry it. Can I still order it?
Yes. If you cannot find an item, please chat with an online representative who can assist you in locating it.
What if I have a question about my order?
For order inquiries, use the "Track Your Order" system, email us (including your name and account information), or contact us via our online chat system.
What confirmation will I receive?
After submitting your order, you will receive an email confirmation with your order number. You can check your order status anytime using the "Track Your Order" system. If clarification is needed, we may contact you via email with additional questions about your order.
I forgot my password. What do I do?
If you forget your password, enter your email address on the login page and follow the instructions to request a new password.
Is there anything I can't order online?
Generally, you can order any item listed in our catalog. Some items may require regulatory review by ionz's Health and Safety Department or may be restricted in certain regions. If such a situation arises, we will inform you if it causes a delay in shipment.
How much will I be billed for shipping?
Shipping costs vary based on the shipping method, product hazard status, quantity, package weight, and destination. The exact shipping cost cannot be determined in real-time during order placement. We will send an order confirmation with the actual shipping cost upon shipment. If you need the exact amount beforehand, please include a note with your order.ionz is not responsible for any procedures, permits, or additional expenses that may be required by the importing country's laws and regulations. It is the importer's responsibility to ensure compliance with all local laws and regulations related to importation.
Can I have a Quote or Pro forma Invoice prepared?
Yes. Request a quote by typing "PRO FORMA" or "QUOTE REQUEST" in the Contact Us section. An ionz sales representative will provide a price quote or contact you for additional information needed to prepare the quote.
What if an item is not currently in stock when I order it?
If an item is not in stock, you can still place it in your shopping cart and order it. A representative will notify you of the backorder lead-time upon receiving your order.
What if I cannot find an MSDS?
If an MSDS is not available online, you can request it from us. The absence of an MSDS should not be interpreted as an indication of the product's safety, as information on potential hazards of many compounds may not be fully available.
What is a cookie?
A cookie is a small piece of information stored in a designated file on your computer by a website. If your computer is set to accept cookies, it helps identify you when you log into a website. Each site can only access the cookies it has placed on your system.
When would I update my profile?
Update your profile to change your address, phone number, or other personal information. Select "Your Account" to access the registration screen and update the necessary information.
How do I use Product Search?
The Product Search allows you to search the ionz catalog using various criteria:
- All: The default search covers all key fields.
- Catalog Number: Enter the six-digit item number.
- Name: Enter keywords or fragments (e.g., "Ethyl aceto").
- CAS Number: Enter the Chemical Abstract Service number.
- Note: CAS numbers may vary in specificity. ionz provides the most specific CAS number applicable.
- MDL Number: Enter the MDL number with the prefix MFCD.
- Molecular Formula: Enter the molecular formula.
- Structure Search: Search for exact structures or substructures.
