Home Online Prices & Ordering Online Prices & Ordering FAQ's
Online Prices & Ordering FAQ's
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If you have not used our Online Ordering previously, you may find the following FAQ's useful:
General Questions about Online Ordering
Go to answer 1. Why should I use Online Ordering?
Go to answer 2. Can I use my credit card with Online Ordering?
Go to answer 3. Which credit cards can I use?
Go to answer 4. When will my credit card be debited with the cost of the items purchased?
Go to answer 5. How much is the local Packing, Handling and Delivery charge?
Go to answer 6. When will I know how much the Packing, Handling and Delivery charge will be?
Go to answer 7. When will I be sent a Formal Order Confirmation?
Go to answer 8. Why am I sent a Formal Order Confirmation?
Go to answer 9. Do I have to reply to the Formal Order Confirmation sent to me?
Go to answer 10. When will I receive the items I have ordered?
Go to answer 11. What is the currency of the prices on the website?
Go to answer 12. Do the prices include GST or other taxes?
Online Ordering Screen Information - What Does it Mean?
Go to answer 13. How do I search for a product?
Go to answer 14. What does "Order by" do?
Go to answer 15. How do I use "Guided Search"?
Go to answer 16. What does "Application Area" do?
Go to answer 17. Why is the "Item Code" different to the supplier code I have?
18. Under "Availability" what does the information in this column mean?
Go to answer 19. Why is the "Price" different to the price on the suppliers website even after taking exchange rates into consideration?
Go to answer 20. What is the meaning of "Shipping Temp"?
Go to answer 21. What is the meaning of "Storage Temp"?
Specific Questions about using Online Ordering
Go to answer 22. Why do I need to register?
Go to answer 23. Why is it necessary to include my email address when registering?
Go to answer 24. Why do prices on the website differ from the prices I have on a quotation or email?
Go to answer 25. What can I do if I have made an error when using Online Ordering?
Go to answer 26. What can I do if I have completed my Online Order and I realise I have made an error?
Go to answer 27. What happens if I have made an error in my Online Order and I do not advise you of the error?
Go to answer 28. How can I review the Online Orders I have placed?
Answers to General Questions about Online Ordering
Back to General Questions 1. Why should I use Online Ordering?
A - Online Ordering is a quick and simple way to place your order at any time which is convenient for you. It is safe and secure and suitable for placing orders using a credit card or with a purchase order number.
Back to General Questions 2. Can I use my credit card with Online Ordering?
A - Yes, you can use your credit card with Online Ordering. Your credit card details are recorded along with all the other information entered into Online Ordering and can only be accessed by authorised BioNovus Life Sciences staff.
Back to General Questions 3. Which credit cards can I use?
A - BioNovus Life Sciences accepts MasterCard and Visa credit cards only. Please see our Policy on Credit Card Payments for further information.
Back to General Questions 4. When will my credit card be debited with the cost of the items purchased?
A - Your credit card will not be debited with the cost of the items purchased until the day before the goods are dispatched ex BioNovus Life Sciences. Please see our Policy on Credit Card Payments for further information.
Back to General Questions 5. How much is the local Packing, Handling and Delivery charge?
A - Due to the differing packing and shipping requirements of many products, the actual local Packing, Handling and Delivery charge cannot be determined until the order is placed. For many items the Minimum Charge will apply, however for details of the Minimum Charges, please refer to our Freight Charges for further information.
Back to General Questions 6. When will I know how much the local Packing, Handling and Delivery charge will be?
A - When you are sent the Formal Order Confirmation, it will contain both the total cost of the items purchased as well as the local Packing Handling and Delivery charge for your order.
Back to General Questions 7. When will I be sent the Formal Order Confirmation?
A - The Formal Order Confirmation will be sent to you no later than the next working day after you have placed your Online Order.
Back to General Questions 8. Why am I sent the Formal Order Confirmation?
A - The Formal Order Confirmation serves several important functions for ALL customer orders:
• As a final check of the overall accuracy of your order for the items ordered, quantities ordered, prices you will be invoiced as well as a final check of accuracy of the billing and delivery addresses.
To ensure the items ordered on customer orders are correct, especially for those items which need to be ordered off our suppliers. (please see our policy on Return, Replacement, Refund or Credit and our policy for Goods Ordered in Error and Order Cancellation)
• It includes GST and the actual cost of the local Packing, Handling and Delivery charge (please refer to our Freight Charges for further information)
Back to General Questions 9. Do I have to reply to the Formal Order Confirmation sent to me?
A - Yes, if there are any errors in the Formal Order Confirmation you will need to advise us of the error(s). You will be sent an updated Formal Order Confirmation for final verification. If the Formal Order Confirmation is correct as orginally sent to you, we would appreciate if you could reply and confirm it is correct, however, if we do not hear back from you within 24 hours of sending the Formal Order Confirmation to you, we will consider the order to be correct and the goods will be supplied and invoiced as per the Formal Order Confirmation (please see our policy on Return, Replacement, Refund or Credit and our policy for Goods Ordered in Error and Order Cancellation).
Back to General Questions 10. When will I receive the items I have ordered?
A - For ex stock items, they will be dispatched within two working days (often the next day), however, this will depend upon your confirmation of the accuracy of the Formal Order Confirmation. For non-stock items, you will be advised of the ETA when you are sent the Formal Order Confirmation. Please Note: Items which need to be sent on wet ice (ie at 4°C) or on dry ice, these will only be sent on working days where the next day is also a working day - ie these items will not be dispatched on a Friday or where the next day is a public holiday.
Back to General Questions 11. What is the currency of the prices on the website?
A - All prices on this website are in Australian Dollars and are quoted on an ex BioNovus Life Sciences basis. In addition, you will be charged a local Packing, Handling and Delivery charge (please refer to our Freight Charges for further information). ALL customers will be invoiced in Australian Dollars. If you are not an Australian customer, you will be charged a Packing and Handling Fee plus the cost of interntional freight, where applicable. In addition, non-Australian customers will be liable for all import duties, taxes and other importation costs applicable to the destination country/territory.
Back to General Questions 12. Do the prices include GST or other taxes?
A - All prices on this website are exclusive of GST which will be charged as a separate item on invoices. GST will not be charged on goods sent to non-Australian customers.
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Answers to  Questions about Online Ordering Screen Information - What Does it Mean?
Back to What Does if Mean? Questions 13. How do I search for a product?
A - You can search for products in two ways:
• Using "Site Search" ("Product List" is selcted by default). Type in a partial product description or a keyword or supplier item code or partial supplier code and click on search and a list of all items matching the entered text in the database will be listed.
• Using "Guided Search" - All items in the database each have three assigned keywords in a three level hierarchy and the "Guided Search" will find products with these keywords from the list of available keywords. See the answer to 'How do I use "Guided Search"', for a full description of how to use this feature.
Back to What Does if Mean? Questions 14. What does "Order by" do?
A - You can choose to display items by "Item Code", "Price" or "Latest product" in either descending or ascending order.
Back to What Does if Mean? Questions 15. How do I use "Guided Search"?
A - "Guided Search" uses three keywords assigned to every item in the Online Ordering data base. The keywords have the following decending three level hierarchy:
Suppliers
Application Areas
Product Groups

The keywords which are assigned to each supplier's products are listed on the "Product and Applications" page for each supplier.

To use the "Guided Search", start by clicking on "Select" or the "Down Arrow" under "Suppliers" and select one supplier from the dropdown list and click on "Guided Search". A list of all products available from the selected supplier will be generated. Next, click on "Select" or the "Down Arrow" under "Application Areas", select a keyword and again click on "Guided Search" and the list will be refined to include only those products with the two selected keywords from "Suppliers" and "Application Areas". Finally, click on "Select" or the "Down Arrow" under "Product Groups", select a keyword and again click on "Guided Search" and the list will be further refined to include only those items containing all three selected keywords from "Suppliers", "Application Areas" and "Product Groups".

If at an stage you wish to restart your "Guided Search", click on the "red cross" and your selections will be cleared and you can start afresh.
Back to What Does if Mean? Questions 16. What does "Application Area" do?
A - "Application Area" is part of the "Guided Search" functionality of "Online Ordering" and a full explanation can be found in the answer to 'How do I Use "Guided Search"?'
Back to What Does if Mean? Questions 17. Why is the "Item Code" different to the supplier code I have?
A - A two letter prefix has been added to ALL supplier codes to ensure all "Item Codes" in the database are unique. Also, the "Item Code" two letter prefix indicates which supplier the product is from, plus to further remove any possible ambiguity, the "Product Description" includes a full or partial supplier name at the beginning of the product's description to assist customers in identifying who the supplier of the product is.
Back to What Does if Mean? Questions 18. Under "Availability" what does the information in this column mean?
A - From time to time, for what ever reason, suppliers may be unable to supply a product, it may have been disconntinued or for other reasons it may not be possible to provide current pricing information on products. In this case the current status of the product will be indicated under "Availability".
• "Yes" - these products are available from the supplier. (Please Note: It does not mean these product are available ex stock from BioNovus Life Sciences).
• "Request P&A" - before providing pricing on these products, the current price and availability of these products will need to be confirmed by the supplier.
• "Restricted Import" - these products are available from the supplier, but cannot be imported into Australia due to AQIS restrictions on our current import permits. (Please Note: Under special circumstances, it may be possible to import these products. Please contact us if you are interested in purchasing any of these products).
• "Restricted Export" - these products cannot be exported from their country of origin.
• "Discontinued" - these products are no longer available from the supplier.
Back to What Does if Mean? Questions 19. Why is the "Price" different to the price on the suppliers website even after taking exchange rates into consideration?
A - This is often a source of concern for customers and is due in part to the often significant costs of importation. This is especially true of goods which have to be shipped on wet ice or on dry ice. Importation costs include, but are not limited to: supplier charges, international freight charges, Australian Customs charges, AQIS fees and charges associated with the importation of goods containing materials of biological original. Customers need to remember, the prices on supplier websites are only going to be valid for delivery to customers in the same country as the supplier.
Back to What Does if Mean? Questions 20. What is the meaning of "Shipping Temp"?
A -  The "Shipping Temp" is the temperature at which the supplier recommends the product should be shipped overnight ie next working day delivery, from BioNovus Life Sciences to customers within Australia. It should be noted, this may be subject to change by the supplier and does not necessarily relate to the temperature at which the product is shipped internationally. For example, some products can be safely shipped overnight on wet ice (ie at 4°C), however for international shipment, they may need to be shipped on dry ice.
Back to What Does if Mean? Questions 21. What is the meaning of "Storage Temp"?
A - The "Storage Temp" is the temperature at which the supplier recommends the product should be stored for maximum shelf life. It should be noted, this may be subject to change by the supplier.
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Answers to Specific Questions about using Online Ordering
Back to Specific Questions 22. Why do I need to register?
A - You can only enter an order using "Online Ordering" if you are registered. Once you are registered you can log on to "Online Ordering" at any time to:
• To place an order using "Online Ordering"
• Add, update and maintain your billing address and your delivery address or delivery addresses
• View and/or print all current orders within "Online Ordering"
• View the current status of all current orders within "Online Ordering"
Back to Specific Questions
23. Why is it necessary to include my email address when registering?
A - Your email address is required so that:
• A copy of your "Online Order" can be emailed to you
• Our Formal Order Confirmation can also be emailed to you
Back to Specific Questions 24. Why do prices on the website differ from the prices I have on a quotation or email?
A - The prices on the website are updated from time to time to reflect changes in both the exchange rates and the prices from our suppliers as well as changes to the cost of importation. If your quotation is still valid, enter the quotation number or a reference to the email containing the prices sent to you in the box at the bottom of the "Complete Order" page and the correct prices will be used on the Formal Order Confirmation which will be sent to you. (Please also see our Pricing Policy).
Back to Specific Questions 25. What can I do if I have made an error when using Online Ordering?
A - Until you have completed the Online Order process by clicking "Confirm Order" on the "Complete Order" screen, you can go back step by step all the way to the "Shopping Cart" to correct any errors in item codes selected or quantities ordered. Similarly you can also go back and make changes to your billing and delivery address.
Back to Specific Questions 26. What can I do if I have completed my Online Order and I realise I have made an error?
A - Once an "Online Order" has been completed, you cannot go back and change it, however, you have three ways you can correct any errors:
• You can contact us by phone or email and advise us of the error, or,
• When you receive your completed Online Order by email, you can use the link at the bottom of the Online Order to contact us, or,
• When you receive your Formal Order Confirmation, you can reply back to us advising us of the errors
 
Please Note: We would recommend you contact us as soon as you are aware of any errors in your Online Order.
Back to Specific Questions 27. What happens if I have made an error in my Online Order and I do not advise you of the error?
A - As noted in the answer above, you have a number of opportunities to correct any errors made when you entered your Online Order. If BioNovus Life Sciences is not notified of any errors, then you will be liable to pay for all the items ordered as per our policy on Return, Replacement, Refund or Credit and our policy for Goods Ordered in Error and Order Cancellation.
Back to Specific Questions 28. How can I review the Online Orders I have placed?
A - There are three ways you can review your Online Orders:
• From the BioNovus Life Sciences website, log into your account and click on "Account Maintenance" above the "Logout" button. From "Account Maintenance" you can view a list of all current orders and you can easily view and/or print any current order.
• Whenever you are sent a "Bionovus Life Sciences Purchase Order" email click on the link at the bottom of the order which states "View order by following this link". You will be automatically logged in and the relevant order will be displayed. You can then view all current orders by clicking on "Account Maintenance" above the "Logout" button.
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