The followings are many of the compiled frequently asked questions with their answers. Please select the appropriate category from the links in the bottom-right section of the page.
You have multiple ordering options. You can place orders via phone (800-255-6730, option 1), fax (800-621-8251), e-mail, or EDI.
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We send Order Confirmations upon entry of the order. If we received your order after the 2:00 p.m. CST cut-off, the confirmation may arrive the next business day. You can also access your order information and status from MyRemelOnlineSM.
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If you would like to use EDI contact our EDI Department at 800-255-6730 Ext. 4022 and we will assist you in establishing an EDI account.
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Orders received Monday through Thursday before 2:00 p.m.(customer time) will ship on the day they are received. Some orders take longer to process, so please place orders as early as possible. Remel makes every effort to communicate product availability issues at the time of order.
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Yes. Simply mail or fax in your standing order request for it to be processed.
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Yes. Please submit requests to change your standing order to Customer Service with 10 days advance notice. You will be notified if your request cannot fulfilled.
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Remel accepts MasterCard, Visa and American Express. Please notify the Remel Customer Service Representative when you are placing your order.
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An additional handling fee will be charged for shipments requiring special instructions, such as expedited or Saturday delivery and freight collect shipments.
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To return a product for any reason, you must call Remel Customer Service at 800-255-6730 and obtain a Return Authorization number. Requests for returns must be made on the day of product receipt. The Return Authorization number must accompany the returned products. Perishable or temperature sensitive products cannot be returned for any reason other than a documented performance issue. These items include, but are not limited to:
- Animal Blood
- Diagnostic & Direct Specimen Tests
- Prepared Culture Media
- Quality Control Organisms
- Reagents
- Susceptibility & Differentiation Disks
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Most Iodine products fall into a protected class of items (List 1 chemicals) that is regulated by the Drug Enforcement Administration (DEA) under the Controlled Substances Act. We are required by the DEA to receive Proof of Identity from any purchaser of List 1 chemicals. We do this by assigning an Iodine Password to every buyer of Iodine products. The Iodine Password is person-specific for verification purposes and can not be shared.
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You can keep your Iodine password information current by submitting a new email address, phone number, or fax number to us via the Iodine Registration Update form. Each change must be submitted and validated separately.
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Remal has a comprehensive Business Continuity plan that will go into effect as needed in the case of a flu pandemic. We are committed to doing everything possible to provide our customers with quality products, on-time delivery, and superior service, even under the most extreme circumstances.
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We believe in the responsible use of natural resources and strive for continuous improvement in our efforts to help the environment. Every day we make new strides in sustainability to reduce, reuse, and recycle. We invest in new technology and equipment, apply energy-efficient tools and techniques in our operations, and encourage our employees to live and work in an evironmentally friendly way. Learn More.
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MyRemelOnlineSM is the name of our 24/7 online support area. As a registered user, you can track your current order and view your order history. It is also a gateway to our technical documents such as IFUs, Material Safety Data Sheets, CLSI Lab Procedures, and Certificates of Quality. No login is required to obtain documents.
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Go to the Support page on www.remel.com and click on Sign Up. From here you can register for a MyRemelOnlineSM secure password by providing a valid business e-mail address and your Ship-To Account Number.
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Go to Forgot Your Password? And follow the instructions. Your password will be sent to your registered e-mail address, typically within 1 business day.
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We are not able to accommodate requests to change passwords at this time.
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If login information is entered incorrectly more than three times, the system automatically locks the account to prevent unauthorized access. To unlock your account, go to the Trouble Logging In? link on the Login page and follow the instructions to reset your login. Login hints:
- Make sure the CAPS lock is not on.
- Double check the spelling of your e-mail address and password.
- Use the cut and paste feature on your computer to avoid errors that may occur during retyping.
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A 'No Data Found' message may indicate that the document is not available online. You can contact Remel Technical Service at 800-255-6730, option 2 or click here to submit your document request online. Please have the appropriate product and contact information ready.
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- Invalid information:
The system did not recognize the information you provided (i.e. account number, incorrect information, etc.), or there was missing information (i.e. contact information). Please double check your entries and re-submit a Registration Request. - Personal e-mail address:
Our registration policy strictly prohibits us from granting access to customers providing personal email addresses (ie. Yahoo, AOL, Gmail..etc.). Please re-submit a Registration Request using a valid business e-mail address that contains the name of your organization. - Service not available:
This service is not yet expanded to accommodate Distributors, International customers and Multiple Ship To locations. Contact customer service for order information. For document requests, click here to submit your document request online, or contact technical service for assistance. Our customer support representatives will be happy to assist you with your order and/or documentation needs.
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From the Home page or the Support page, click on the link for the type of document you are looking for. Access to these documents does not require a password. CLSI and IFU documents require a product number (eg. R24600). If you can’t find what you are looking for you may use our online Document Request Form or contact Technical Service at (800) 447-3641.
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From the Home page or the Support page, click on the link for the type of document you are looking for. Access to these documents does not require a password. Requests for Certificates of Quality require a valid Lot number. MSDS document requests require a product number. If you can’t find what you are looking for you may use our online Document Request Form or contact Technical Service at (800) 447-3641.
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Yes. Beginning September 2008, we have a system that will automatically fax or email MSDS (Material Safety Data Sheet) documents directly to you with new orders and on a routine basis. We understand these documents are critical to your organization and we want to be sure to make the process of obtaining them as timley and as simple as possible. To register to receive MSDS documents via our automated system, click here.
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The Lot number can be found on the product itself, on the product packaging, or on your packing slip.
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The product numbers can be found on the product packaging or by searching the catalog online. To get the best results, use a specific word in your search. If your search does not provide the results you are looking for, check the spelling of your search term/repeat the search with an alternative word.
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200 plates & > $1000
200 tubes & > $1000
50 bottles & > $1000
DCM – 5 kilo & > $1000
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If all components are in stock, it takes approximately 5-6 weeks from receipt of order.
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BACTi™ DISKS are lyophilized mixtures of charcoal, gelatin, and microorganisms in a stable format disk. CULTI-LOOPS® are ready to use, disposable inoculating loops containing stabilized, preserved, viable microorganisms.
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M4 contains vancomycin, amphotericin B, and colistin and is suitable for transport of viruses, chlamydiae, Mycoplasma and Ureaplasma.
The M4RT contains gentamicin and amphotericin B and is only suitable for transport of viruses and chlamydiae.
M5 is similar to the M4, but it does not contain gelatin. M5 is suitable for transport of viruses, chlamydiae, Mycoplasma and Ureaplasma.
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No. Remel susceptibility disk cartridges must be used in Remel disk dispensers only.
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The controls require refrigeration and expire three months from manufacture while the kit is stored at room temperature and has a longer shelf-life.
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