Frequently Asked Questions (FAQ)

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  How do I get a tracking number for my delivery?

Go to “LOGIN” at the top of the web page to log in with your Username and Password. Then Go to “Order Status” at the top of the web page to quickly reference a particular order. You will find the ship date, carrier and tracking # no matter if you placed the order on the web or via phone, mail or email.

Please note that not all carriers are providing tracking numbers. If you cannot find the tracking number, either your order has not shipped or you will need to contact our Customer Service team. orders-uk@hach.com

  How do I see my past/current order history, invoices and order tracking?

Go to "LOGIN" at the top of the wep page to log in with your Username and Password. Select “Your Account” to see “My Orders/Quotes”. You can view all orders placed on this account or you can download as an Excel spreadsheet.

  How many tests are in my reagents package?

In the Search field at the top of the page, type in the name of the reagent or the product number, if known. Select the appropriate reagent. Product names most often include the number of tests. To confirm, choose the appropriate reagent from the search results. When on the page, select the “Details” tab to see “Number of tests:” in the Specifications section. (Note: Product number may be referred to as article number, part number, product number, item number or SKU.)

  Why do prices vary across countries?

Different price structures and conditions for goods and services may differ between countries. Each EU resident has the opportunity to purchase under the same prices and under the same conditions as a local in the local online store.

  Why can’t products ship across country borders?

Due to export regulations and packaging issues, online orders are not available for export transactions and orders where the final destination or use location is outside of the country website of purchase. Orders that do not meet this criteria will be cancelled.

  What will happen if I place an order that ships to a different country than the website I’m using?

If an order is placed on a country website with a final destination in a different country, Hach will contact the individual who placed the order. Unfortunately, the order will need to be cancelled and re-placed on the country website of the shipment destination. For example, if you are on the Italian website, you must ship within Italy.