FAQ
Ordering Information
Q 1. How may I place an order as a first-time customer?
A When placing your first order, we ask you to create a new account if you wish to order online. Alternatively, if you wish to receive a quote and to place your order via email, please fill in the Quotation Request form, and our expert and friendly team will provide you with a unique quotation as soon as possible.
Q 2. Does ordering online require a Hoffman Fine Chemicals online user account?
A Creating a new user account is a requirement when ordering online. Given the nature of the products exchanged, it is prudent for our Compliance team to understand you and your organizations background as well as the intended use of the compounds purchased.
When placing an order online for the first time, you will be prompted to create a new user account. Once this account has been created, you will be prompted to the shipment and payment pages in finalizing your order.
Registering an online account may be helpful as it may save you valuable time the next time you place an order, and allows you to view your Order History, as well as Track Your Orders.
Please note that if you are placing your order via email, our Compliance team will still attempt to understand you and your organizations background as well as the intended use of the compounds purchased.
Q 3. How will I know that my order has been received by Hoffman Fine Chemicals?
A An automated confirmation email will be sent to you shortly after your online order has been submitted. If you have not received a confirmation email within 24 hours of submitting your order, or otherwise believe that your order has not been received, please contact our friendly and expert team to assist you.
Q 4. How may I view my order history and track my orders?
A Please login to your Hoffman Fine Chemicals online user account or alternatively contact our friendly and expert team to view your order history as well as to track your orders.
Q 5. What are the shipping costs and restrictions?
A Hoffman Fine Chemicals ships to most countries in the world. If you would like to confirm whether we ship to your location, please view the list of countries that we ship to.
Shipping costs vary from package to package, and therefore we may not be able to provide you with the exact cost when you place your order. Please state in your order if you require notice of the final shipping charge when we ship your package.
Please view our Shipping Information for an estimate of the shipping costs.
Q 6. How may I view the Certificate of Analysis and/or Material Safety Data Sheet (MSDS) of products that I have ordered?
A You will receive a dedicated Certificate of Analysis and Material Safety Data Sheet for each order placed with us.
Additionally, for Certificate of Analysis, please contact our friendly and expert team herein with your Lot Number.
For MSDS, please contact our friendly and expert team herein or alternatively view the 'Safety and COA' section of the product you purchased.
Q 7. What payment methods does Hoffman Fine Chemicals accept?
A We accept credit cards (MasterCard, and Visa) and Bank Deposits.
Please note that all items are priced in United Stated (US) Dollars as we do not accept other currencies at this point in time. Please liaise with your financial institution(s) if you regularly use currencies other than the USD as you may incur international transaction fees and/or currency exchange fees.
Please view our Application for Commercial Credit Account form if you will to petition for alternative payment terms.
Q 8. What is Hoffman Fine Chemicals' return policy?
A Due to the nature of our products and chemicals having various properties, our Quality Control policies forbid product returns and exchanges, and hence, all sales are final. We advise that our valued customers carefully place their order.
Notwithstanding the above, if the goods arrive to you not as described on the order (eg. the purity and/or quantity does not meet what was outlined in the order), you have the right to return your order as long as we are contacted within 5 days of you receiving the goods. Please contact us at info[at]hoffmanchemicals.com
Rather than physically returning the goods to us, wherein it must be inspected and approved for the funds to be returned, it would be significantly faster to exchange the goods by making a new order - we will not charge you for this new order, up to the cost of the original order.
In the instance that you wish to receive a refund, rather than to place an exchange order, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info[at]hoffmanchemicals.com.
Q 9. Will I be provided with a Non-Disclosure Agreement (NDA)?
A All queries are dealt with strict confidentiality, however, if you would like to enter into a Non-Disclosure Agreement (NDA), please contact us to be provided with one.
Handling Information
Q 1. What temperature should the products be kept at?
A For products that should be kept refrigerated or frozen, the following temperatures ranges are indicated: 0°C-10°C, <0°C, -20°C, -80°C
Products should be completely used as soon as possible even when kept within the specified temperature range. Where no specific instructions are noted, products should as a general rule be kept in a dark place at a temperature of less than 15°C.
Q 2. What is the expiry date?
A As a principle, there is no expiry date or guarantee time for reagents. Any reagent can have problems as a result of storage conditions or a small amount of impurities.
These minor factors can cause unexpected decomposition of the product over time. Therefore, it is difficult for us to create an expiry date for reagents. Please use products promptly upon receipt.
Q 3. Why have the products not been kept cool during transport although it is recommended for those products to be refrigerated or frozen?
A This is because required temperature conditions for keeping products and transporting products are not always the same.
Q 4. Properties listed in the online catalog differ from actually measured values. Why is this?
A This is because instead of actually measured values we may list values from the relevant literature.
The properties listed in the online catalog are not standardized values and should only be used for reference. Where values from relevant literature are used, (Lit.) is printed after the value.
Q 5. Can these products be used for purposes such as food additives or pharmaceuticals?
A Hoffman Fine Chemicals' compounds cannot and are not intended to be used for purposes other than for research and development purposes and should not be used as pharmaceuticals, quasi-pharmaceuticals, cosmetics, agricultural chemicals, insecticides, food additives or chemical agents for domestic use or any other use that falls outside of research and development.
All chemical products should be treated with the recognition of "having unknown hazards and toxicity", which differ greatly depending on the conditions and handling when in use and/or the conditions and duration of storage. The products must be handled only by those who are familiar with specialized knowledge and have experience or under the guidance of those specialists throughout use from opening to storage and disposal. Safe usage conditions shall be set up on each user's own responsibility.
Prior to use, please investigate not only the hazards and toxicity information but also the laws and regulations of the organization, area and country where the products are to be used, which shall be given the first priority.
For this and other reasons, Hoffman Fine Chemicals and its associates do not assume responsibility and expressly disclaim any liability for loss, damage or expense arising out of or in any way connected with the handling, storage, contact, use or disposal of the product.